Dynadot Explains and Apologises

onlinelife · 03-05-2009, 06:06 AM

I have received email from DynaDot & missing domains are back to my account now.

It must be tuff job to put every single missing domain, back to customers account. I hope this mess won’t repeat in the future, ever again..

Licantropo · 03-05-2009, 09:16 AM

Received too, some minutes later of my mail about patches.

Expron · 03-05-2009, 01:17 PM

I think I will give Dynadot another chance. Afterall stuff does happen. Hopefully they can correct this issue from ever happening again. I guess you live & learn from your mistakes.

Good thing I wasn't tasting domains at the time this happened, or I would be super ticked off! Sorry to hear many of you weren't able to delete your domains in time & lost out royally.

The Rover · 03-05-2009, 03:28 PM

I agree. Mistakes do indeed happen and I'll be giving DD another shot. However.. I will say that this has been a nail biting event.

ripley · 03-05-2009, 03:30 PM

Dynadot has finally answered me about grace deletions, and said they will be refunding people who weren't able to delete domains. That was really my last remaining problem.

I'm still unsettled about the lack of communication during the outage, but so far they're doing everything right to fix peoples' issues, which is very good.

ripley.

mjnels · 03-05-2009, 03:41 PM

Originally Posted by ripley

Dynadot has finally answered me about grace deletions, and said they will be refunding people who weren't able to delete domains. That was really my last remaining problem.

thats a pretty good faith move... i wonder if they are just basically eating these costs... i assume so.

kam · 03-05-2009, 04:13 PM

My dynadot Story...

Around March 04, 2009 0:00 AM (UTC +8), Dynadot's server was up again. I look into my account immediately and try my best to diminish the potential loss and therefore I sent my first email to info@dynadot.com on "Wednesday, March 04, 2009 1:01:20 AM" (UTC +8), contain a list of 90 domains unable to delete.

On March 05, 2009 3:15:38 AM(UTC +8), the second email sent to info@dynadot.com, because dynadot have not reply my first email and also I found that 40 domains in the list are still deletable but dynadot do not let me delete them. In the second email, I told them some of the domains are in fact registered on 28 Feb 2009, but somehow dynadot showed it was registered on 24 Feb 2009. The official whois "whois.nic.cc" or "whois.nic.tv",but "whois.dynadot.com" do not showed up the correct record.
At the time I sent out the second email, together with the 40 domains which are registered on 28 Feb 2009 still have at least 24 hours grace period left. The total amount of such 40 domains close to $1,000 USD.

On March 05, 2009 9:14:15 AM(UTC +8), I received an email reply from dynadot, and they told me they are working on resolving this issue for me.

On Thursday, March 05, 2009 11:33:02 PM(UTC +8), third remind email sent to dynadot.com, because there are only a few hours left for the 118 hours grace period, but the domains still in my account and have not delete yet. I asked them to delete my domains as soon as possible because I don't want to take any additional loss. Also, I told them I found http://www.dynadot.com/domain/whois....main=window.cc able to showed the correct Creation Date "28 Feb 2009", however, http://www.dynadot.com/whois.html will show the incorrect Creation Date "24 Feb 2009".

I wake up at March 06, 2009 07:00 AM (UTC +8), I was sick and when i saw that such 40 domains still in my accounts and grace period ended, the deadline for those 40 domains are around March 06, 2009 04:00 AM (UTC +8).

On Friday, March 06, 2009 7:29:20 AM(UTC +8), I received another email from dynadot and they told me they'll take most of them back and the domains will be removed for your account and a credit will be issued.
????: NamePros.com http://www.namepros.com/domain-name-discussion/558838-is-dynadot-com-down-you-too.html

I think I will give Dynadot another chance !!!!!!!!!!

------------------

WORDSWORTH · 03-05-2009, 05:04 PM

Thanks for the feedback about grace deletes. I did not receive a reply to my first message so have sent them an email. I'll post once I have their response. One domain I could not delete as the grace period expired during the downtime. The other has an incorrect create date of 24th Feb (as in kam's examples). It's great to hear that Dynadot will be refunding people

1rrr1 · 03-05-2009, 09:53 PM

Is every function in Dynadot working now? How about API?

Expron · 03-05-2009, 10:55 PM

The API worked for me earlier in REALTIME again.

Successful domain registrations via API are working again without the delay experienced during down time.

PS, the domain deletion API (Per IP) is reported to be working again.

henrysim · 03-05-2009, 11:10 PM

Never thought that dynadot would actually refund those grace deletion period domains,

It's probably costing them a lot.

Nice move.

-Adam- · 03-05-2009, 11:17 PM

It's a smart move though on their end as they would probably lose more customers and tarnish their reputation should they chose not to honor the grace deletes.

ripley · 03-06-2009, 05:14 AM

API is definitely working, which makes me happy. And yes, refunding the grace deletes is definitely a good-faith move, but it's one I think they should make, if they want to retain their bulk customers. Which apparently they do. So kudos to Dynadot.

ripley.

demaxxus · 03-06-2009, 08:39 AM

Although this was a ridiculous amount of downtime, and Dynadot really should've communicated with their customers during this time, I believe I'm going to be sticking with them at least for the time being. Another problem like this and I may have to reconsider though.

I think this whole incident may have opened their eyes to some big problems on their end, and hopefully their solution is to correct them and not just hope they don't happen again.

Other people have said they've been with Dynadot for 4-5 years and have never had a problem before, and to me that's a pretty solid testimonial. Sh*t happens, people make mistakes, it's unavoidable. It's how they deal with the aftermath that's important, and I have a feeling Dynadot is going to get their act together here. I really HOPE so, anyways.
????: NamePros.com http://www.namepros.com/showthread.php?t=558838

I've had domains with GoDaddy, Gandi, Netfirms, and a slew of others, and overall Dynadot is the perfect solution for me. You know, when it's actually up-and-running that is

WORDSWORTH · 03-06-2009, 12:38 PM

I just received this email from Dynadot:

Dear Matthew,

You are receiving this email because you have submitted a grace deletion request in the past.

We need you to send us a list of domains that you want to grace delete, but were unable to submit your requests due to the recent downtime. Domains eligible for this account credit must be registered between February 24, 2009 4am PST to February 26, 2009 9am PST.

The credit amount will be calculated using the domain registration price paid minus the grace deletion fee specified on our website:

Grace Deletions
http://www.dynadot.com/domain/grace_deletion.html

Please send us your list by March 10, 2009 Pacific Time (next Tuesday). We will not be accepting any further lists from you after this date. If you do not submit a list, we will assume that you wish to keep the domains you've registered.

Please note that once these domains have been credited they will not be up for registration. They will be undergoing a different procedure than a normal grace deletion request, hence, they may not be available for registration once they have been processed. With this in mind, please do not add any domains you wish to keep to your list.
????: NamePros.com http://www.namepros.com/showthread.php?t=558838

Thank you.

Best Regards,
Dynadot Staff

I sent them my list (only two domains). I'll post here once I receive a reply (and hopefully the credit). My account still shows the two discrepancies I mentioned in my above post (one incorrect creation date and one domain I no longer own in my account). I expect that these issues will also be rectified in time.

This is good customer service IMO and makes up for the total lack of communication during the downtime.

Licantropo · 03-06-2009, 12:59 PM

Sleep ? If you want be a truly domainer you need override that bad habit =P

PeterFM · 03-07-2009, 02:44 AM

Like everyone else I was amazed at the long down time and even more amazed by Dynadot's failure to communicate during the long down time (2nd and 3rd March 2009). I emailed them during the downtime and then emailed a complaint to ICANN about the failure to communicate.
????: NamePros.com http://www.namepros.com/showthread.php?t=558838

Very soon after they restored their site and service, I received a personal reply to my email to them, the speed of which surprised me. I then received an email from Todd Han, the President (which was obviously sent out to all customers). This gave a clear and detailed explanation of what had happened to their system, what they did about it, and what steps they have taken and will continue to take to avoid such a breakdown and downtime in the future.

Equally, or even more important in some ways, he gave an unequivocal apology for their failure to communicate, and has outlined the practical steps they have to communicate better about system status or breakdowns in the future.

This shows a degree of integrity and professionalism that is rare and totally restored my confidence in Dynadot, which had been very high prior to that breakdown and was very, very shaken by it.

I will continue to bring domains to them.

Peter

WORDSWORTH · 03-11-2009, 04:34 PM

The two domains that I was unable to delete have now been removed from my account. There's also a pending credit in the account area. Interestingly, the status of the removed domains has changed to 'redemption period' even though they are only about two weeks old. Maybe they were able to negotiate some kind of a deal with ICANN.

I'm very pleased with Dynadot for providing this credit. I will continue to use them for the majority of my business.

ripley · 03-11-2009, 04:48 PM

I'm satisfied with the damage control they've done and pleased to see they're living up to their promise to refund names people weren't able to grace delete. I'll continue using them and chalk this up to an expensive lesson learned (I hope).

ripley.

Ms Domainer · 03-11-2009, 05:42 PM

*

I just stumbled upon Dynadot when I started regging .tels.

So far, I'm totally impressed.

Their interface is simple and fast, and my questions have been answered swiftly and politely.

No half-clad women grace the home page.

Just a good product with great security. No fuss and no nonsense.

*

**RicoShay** · 03-11-2009, 06:26 PM

Originally Posted by Ms Domainer

I just stumbled upon Dynadot when I started regging .tels.
So far, I'm totally impressed.
Their interface is simple and fast, and my questions have been answered swiftly and politely.
No half-clad women grace the home page.
Just a good product with great security. No fuss and no nonsense.

Well put. "Simply Impressive" - almost 99% of the time
????: NamePros.com http://www.namepros.com/showthread.php?t=558838

bgmv · 03-12-2009, 11:59 AM

I have put in my request for my 30 domains that i couldnt delete but in my account it only states that 2 are processing for a refund

onlinelife · 03-12-2009, 01:24 PM

Dynadot did provide credit to my account for those "grace" domains. So far so good!

ripley · 03-12-2009, 01:45 PM

They refunded all mine properly as well. You might drop them a line, Ben, it could have been an oversight.

ripley.

WORDSWORTH · 03-20-2009, 07:40 AM

Dynadot is down again for me. I get the following message when searching for domains or trying to log in to my account:

Server Error

There has been an internal error in our server. An email has been sent to our technical team who will resolve the problem as soon as possible. Please try your request again later. We are sorry for the inconvenience.

03-05-2009, 01:17 PM	THREAD STARTER #203 (permalink)
Expron Senior Member Join Date: Sep 2007 Location: Chicago, IL USA Posts: 682	I think I will give Dynadot another chance. Afterall stuff does happen. Hopefully they can correct this issue from ever happening again. I guess you live & learn from your mistakes. Good thing I wasn't tasting domains at the time this happened, or I would be super ticked off! Sorry to hear many of you weren't able to delete your domains in time & lost out royally. __________________ ****** DropKing.com Drop Catching - Software **** DNMeter Domain drop order with drop times. Domain Afterlife My Drop Catching Blog!**

03-05-2009, 03:30 PM	#205 (permalink)
ripley NamePros Regular Join Date: May 2006 Location: NamePower.us Posts: 760	Dynadot has finally answered me about grace deletions, and said they will be refunding people who weren't able to delete domains. That was really my last remaining problem. I'm still unsettled about the lack of communication during the outage, but so far they're doing everything right to fix peoples' issues, which is very good. ripley. __________________ www.namepower.us - Domain names with an impact.

03-05-2009, 04:13 PM	#207 (permalink)
kam NamePros Regular Join Date: Jun 2006 Location: HK Posts: 895	My dynadot Story... Around March 04, 2009 0:00 AM (UTC +8), Dynadot's server was up again. I look into my account immediately and try my best to diminish the potential loss and therefore I sent my first email to info@dynadot.com on "Wednesday, March 04, 2009 1:01:20 AM" (UTC +8), contain a list of 90 domains unable to delete. On March 05, 2009 3:15:38 AM(UTC +8), the second email sent to info@dynadot.com, because dynadot have not reply my first email and also I found that 40 domains in the list are still deletable but dynadot do not let me delete them. In the second email, I told them some of the domains are in fact registered on 28 Feb 2009, but somehow dynadot showed it was registered on 24 Feb 2009. The official whois "whois.nic.cc" or "whois.nic.tv",but "whois.dynadot.com" do not showed up the correct record. At the time I sent out the second email, together with the 40 domains which are registered on 28 Feb 2009 still have at least 24 hours grace period left. The total amount of such 40 domains close to $1,000 USD. On March 05, 2009 9:14:15 AM(UTC +8), I received an email reply from dynadot, and they told me they are working on resolving this issue for me. On Thursday, March 05, 2009 11:33:02 PM(UTC +8), third remind email sent to dynadot.com, because there are only a few hours left for the 118 hours grace period, but the domains still in my account and have not delete yet. I asked them to delete my domains as soon as possible because I don't want to take any additional loss. Also, I told them I found http://www.dynadot.com/domain/whois....main=window.cc able to showed the correct Creation Date "28 Feb 2009", however, http://www.dynadot.com/whois.html will show the incorrect Creation Date "24 Feb 2009". I wake up at March 06, 2009 07:00 AM (UTC +8), I was sick and when i saw that such 40 domains still in my accounts and grace period ended, the deadline for those 40 domains are around March 06, 2009 04:00 AM (UTC +8). On Friday, March 06, 2009 7:29:20 AM(UTC +8), I received another email from dynadot and they told me they'll take most of them back and the domains will be removed for your account and a credit will be issued. ????: NamePros.com http://www.namepros.com/domain-name-discussion/558838-is-dynadot-com-down-you-too.html I think I will give Dynadot another chance !!!!!!!!!! ------------------ __________________ Premium Domains at affordable price My stores: softwares \| usb \| skateboard \| bluetooth \| jean \| pda \| router

03-05-2009, 05:04 PM	#208 (permalink)
WORDSWORTH Senior Member Join Date: Nov 2006 Location: M@RVEL.COM Posts: 2,292	Thanks for the feedback about grace deletes. I did not receive a reply to my first message so have sent them an email. I'll post once I have their response. One domain I could not delete as the grace period expired during the downtime. The other has an incorrect create date of 24th Feb (as in kam's examples). It's great to hear that Dynadot will be refunding people __________________ Domains for sale, free available to register domain lists and much more! LLLL.com domains and other great names on sale! Click here!

03-05-2009, 09:53 PM	#209 (permalink)
1rrr1 NamePros Expert Join Date: Jun 2004 Posts: 6,284	Is every function in Dynadot working now? How about API? __________________ Drop Catching Services - Click here for more info Especially effective for .co, .in and .co.in domains. I also offer drop lists for these extensions.

	LeadRefs	Forum Sponsorship
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03-05-2009, 06:06 AM	#201 (permalink)
onlinelife NamePros Regular Join Date: Sep 2006 Location: Taiwan Posts: 615	I have received email from DynaDot & missing domains are back to my account now. It must be tuff job to put every single missing domain, back to customers account. I hope this mess won’t repeat in the future, ever again..

03-05-2009, 09:16 AM	#202 (permalink)
Licantropo Account Suspended Join Date: Apr 2007 Location: Mexico Posts: 228	Received too, some minutes later of my mail about patches.

03-05-2009, 03:28 PM	#204 (permalink)
The Rover NamePros Member Join Date: Mar 2009 Location: Austin, TX Posts: 171	I agree. Mistakes do indeed happen and I'll be giving DD another shot. However.. I will say that this has been a nail biting event.

03-05-2009, 10:55 PM	THREAD STARTER #210 (permalink)
Expron Senior Member Join Date: Sep 2007 Location: Chicago, IL USA Posts: 682	The API worked for me earlier in REALTIME again. Successful domain registrations via API are working again without the delay experienced during down time. PS, the domain deletion API (Per IP) is reported to be working again. __________________ ****** DropKing.com Drop Catching - Software **** DNMeter Domain drop order with drop times. Domain Afterlife My Drop Catching Blog!**

03-05-2009, 11:10 PM	#211 (permalink)
henrysim NamePros Regular Join Date: Mar 2008 Location: Somewhere in Asia Posts: 489	Never thought that dynadot would actually refund those grace deletion period domains, It's probably costing them a lot. Nice move.

03-05-2009, 11:17 PM	#212 (permalink)
-Adam- The Caffeine King! Join Date: May 2006 Location: Pensacola, Florida Posts: 1,696	It's a smart move though on their end as they would probably lose more customers and tarnish their reputation should they chose not to honor the grace deletes. __________________ Far Cry 3 Blog Domain Names Ending In Less Than 24 Hours On eBay!

03-06-2009, 05:14 AM	#213 (permalink)
ripley NamePros Regular Join Date: May 2006 Location: NamePower.us Posts: 760	API is definitely working, which makes me happy. And yes, refunding the grace deletes is definitely a good-faith move, but it's one I think they should make, if they want to retain their bulk customers. Which apparently they do. So kudos to Dynadot. ripley. __________________ www.namepower.us - Domain names with an impact.

03-06-2009, 08:39 AM	#214 (permalink)
demaxxus NamePros Regular Join Date: Jul 2007 Posts: 323	Although this was a ridiculous amount of downtime, and Dynadot really should've communicated with their customers during this time, I believe I'm going to be sticking with them at least for the time being. Another problem like this and I may have to reconsider though. I think this whole incident may have opened their eyes to some big problems on their end, and hopefully their solution is to correct them and not just hope they don't happen again. Other people have said they've been with Dynadot for 4-5 years and have never had a problem before, and to me that's a pretty solid testimonial. Sh*t happens, people make mistakes, it's unavoidable. It's how they deal with the aftermath that's important, and I have a feeling Dynadot is going to get their act together here. I really HOPE so, anyways. ????: NamePros.com http://www.namepros.com/showthread.php?t=558838 I've had domains with GoDaddy, Gandi, Netfirms, and a slew of others, and overall Dynadot is the perfect solution for me. You know, when it's actually up-and-running that is

03-06-2009, 12:38 PM	#215 (permalink)
WORDSWORTH Senior Member Join Date: Nov 2006 Location: M@RVEL.COM Posts: 2,292	I just received this email from Dynadot: Dear Matthew, You are receiving this email because you have submitted a grace deletion request in the past. We need you to send us a list of domains that you want to grace delete, but were unable to submit your requests due to the recent downtime. Domains eligible for this account credit must be registered between February 24, 2009 4am PST to February 26, 2009 9am PST. The credit amount will be calculated using the domain registration price paid minus the grace deletion fee specified on our website: Grace Deletions http://www.dynadot.com/domain/grace_deletion.html Please send us your list by March 10, 2009 Pacific Time (next Tuesday). We will not be accepting any further lists from you after this date. If you do not submit a list, we will assume that you wish to keep the domains you've registered. Please note that once these domains have been credited they will not be up for registration. They will be undergoing a different procedure than a normal grace deletion request, hence, they may not be available for registration once they have been processed. With this in mind, please do not add any domains you wish to keep to your list. ????: NamePros.com http://www.namepros.com/showthread.php?t=558838 Thank you. Best Regards, Dynadot Staff I sent them my list (only two domains). I'll post here once I receive a reply (and hopefully the credit). My account still shows the two discrepancies I mentioned in my above post (one incorrect creation date and one domain I no longer own in my account). I expect that these issues will also be rectified in time. This is good customer service IMO and makes up for the total lack of communication during the downtime. __________________ Domains for sale, free available to register domain lists and much more! LLLL.com domains and other great names on sale! Click here!

03-12-2009, 11:59 AM	#222 (permalink)
bgmv Senior Member Join Date: Jul 2007 Location: bgmv.com Posts: 2,376 Follow @bvardag	I have put in my request for my 30 domains that i couldnt delete but in my account it only states that 2 are processing for a refund __________________ HVAC Training Michael Myers Mask Joan Miro Great Keppel Island Calculadora Gratis Enclosed Car Transport Paperless Office Blood Diamonds SEO Boca Raton Serenity Prayer

03-06-2009, 12:59 PM	#216 (permalink)
Licantropo Account Suspended Join Date: Apr 2007 Location: Mexico Posts: 228	Sleep ? If you want be a truly domainer you need override that bad habit =P

03-07-2009, 02:44 AM	#217 (permalink)
PeterFM New Member Join Date: Mar 2009 Posts: 4	Dynadot Explains and Apologises Like everyone else I was amazed at the long down time and even more amazed by Dynadot's failure to communicate during the long down time (2nd and 3rd March 2009). I emailed them during the downtime and then emailed a complaint to ICANN about the failure to communicate. ????: NamePros.com http://www.namepros.com/showthread.php?t=558838 Very soon after they restored their site and service, I received a personal reply to my email to them, the speed of which surprised me. I then received an email from Todd Han, the President (which was obviously sent out to all customers). This gave a clear and detailed explanation of what had happened to their system, what they did about it, and what steps they have taken and will continue to take to avoid such a breakdown and downtime in the future. Equally, or even more important in some ways, he gave an unequivocal apology for their failure to communicate, and has outlined the practical steps they have to communicate better about system status or breakdowns in the future. This shows a degree of integrity and professionalism that is rare and totally restored my confidence in Dynadot, which had been very high prior to that breakdown and was very, very shaken by it. I will continue to bring domains to them. Peter

03-11-2009, 04:34 PM	#218 (permalink)
WORDSWORTH Senior Member Join Date: Nov 2006 Location: M@RVEL.COM Posts: 2,292	The two domains that I was unable to delete have now been removed from my account. There's also a pending credit in the account area. Interestingly, the status of the removed domains has changed to 'redemption period' even though they are only about two weeks old. Maybe they were able to negotiate some kind of a deal with ICANN. I'm very pleased with Dynadot for providing this credit. I will continue to use them for the majority of my business. __________________ Domains for sale, free available to register domain lists and much more! LLLL.com domains and other great names on sale! Click here! Last edited by WORDSWORTH; 03-11-2009 at 04:42 PM.

03-11-2009, 04:48 PM	#219 (permalink)
ripley NamePros Regular Join Date: May 2006 Location: NamePower.us Posts: 760	I'm satisfied with the damage control they've done and pleased to see they're living up to their promise to refund names people weren't able to grace delete. I'll continue using them and chalk this up to an expensive lesson learned (I hope). ripley. __________________ www.namepower.us - Domain names with an impact.

03-11-2009, 05:42 PM	#220 (permalink)
Ms Domainer Senior Member Join Date: Jul 2008 Posts: 2,458	* I just stumbled upon Dynadot when I started regging .tels. So far, I'm totally impressed. Their interface is simple and fast, and my questions have been answered swiftly and politely. No half-clad women grace the home page. Just a good product with great security. No fuss and no nonsense. * __________________ Food for Thought So live that you wouldn't be ashamed to sell the family parrot to the town gossip.

03-12-2009, 01:24 PM	#223 (permalink)
onlinelife NamePros Regular Join Date: Sep 2006 Location: Taiwan Posts: 615	Dynadot did provide credit to my account for those "grace" domains. So far so good!

03-12-2009, 01:45 PM	#224 (permalink)
ripley NamePros Regular Join Date: May 2006 Location: NamePower.us Posts: 760	They refunded all mine properly as well. You might drop them a line, Ben, it could have been an oversight. ripley. __________________ www.namepower.us - Domain names with an impact.

03-20-2009, 07:40 AM	#225 (permalink)
WORDSWORTH Senior Member Join Date: Nov 2006 Location: M@RVEL.COM Posts: 2,292	Dynadot is down again for me. I get the following message when searching for domains or trying to log in to my account: Server Error There has been an internal error in our server. An email has been sent to our technical team who will resolve the problem as soon as possible. Please try your request again later. We are sorry for the inconvenience. __________________ Domains for sale, free available to register domain lists and much more! LLLL.com domains and other great names on sale! Click here!

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