Poor Customer Support :- Moniker

Charley · 06-05-2009, 04:27 AM

I've been emailing the customer support for many days & even opened a support ticket through Moniker for a domain name that is with SnapNames and not showing up in my Moniker account. There is absolutely no response.

Infact none of my Snapnames domains are in the Moniker Account.

That name is in the pending renewal stage.

Can someone suggest any solution so that I don't lose the domain name ?

fish · 06-05-2009, 06:19 AM

Have you tried calling them? I've heard that calling Moniker gets a much faster response than e-mail.

**mntor** · 06-05-2009, 06:29 AM

From my experience it takes anywhere between 24-72hrs to get an email response from Moniker.

Contact the following NPer who is from Moniker
http://www.namepros.com/members/80950.html

Hope it helps.

Charley · 06-05-2009, 09:39 AM

I wrote to Monte, he emailed it to a rep, hope they will resolve it. Will keep this thread updated.

hawkeye · 06-05-2009, 09:42 AM

Originally Posted by Charley

I wrote to Monte, he emailed it to a rep, hope they will resolve it. Will keep this thread updated.

Seems this is becoming a (the?) more necessary way to get responses there lately.

**Michelle** · 06-05-2009, 09:47 AM

I stopped using moniker for the poor customer support

jrzeygirl · 06-05-2009, 09:51 AM

Originally Posted by Charley

I've been emailing the customer support for many days & even opened a support ticket through Moniker for a domain name that is with SnapNames and not showing up in my Moniker account. There is absolutely no response.

????: NamePros.com http://www.namepros.com/domain-name-discussion/588020-poor-customer-support-moniker.html

Infact none of my Snapnames domains are in the Moniker Account.

That name is in the pending renewal stage.

Can someone suggest any solution so that I don't lose the domain name ?

Hey Charley - Hit me up directly for assistance! See sig for details!

THANKS

Expron · 06-05-2009, 10:07 AM

Originally Posted by mellowmasher

I stopped using moniker for the poor customer support

Me too, my sales rep - Don Lyons was zero help & at times took up months to reply to simple questions.

Sometimes it's nice to get good customer service & a simple reply.. Hey, I acknowledge you have questions or need help.. I will be with you shortly.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

Not sure why everyone is so tolerable of Moniker's poor customer service. If it was Dynadot.com, Name.com or any other registrar we'd never hear the end of the poor service.

I quit recommending Moniker to friends & domainers. I transferred out all my domains & if you're looking for good custiomer service from a registrar - Stay away from Moniker IMHO.

tristanperry · 06-05-2009, 10:13 AM

A good tip - ask to be assigned an account manager/rep, and contact them for support (as long as it's not trivial support queries etc)

That's what I do - the e-mail support people are very useless, although my account manager Don Lyons is very good

jrzeygirl · 06-05-2009, 10:16 AM

Originally Posted by Expron

Me too, my sales rep - Don Lyons was zero help & at times took up months to reply to simple questions.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

Sometimes it's nice to get good customer service & a simple reply.. Hey, I acknowledge you have questions or need help.. I will be with you shortly.

Not sure why everyone is so tolerable of Moniker's poor customer service. If it was Dynadot.com, Name.com or any other registrar we'd never hear the end of the poor service.

I quit recommending Moniker to friends & domainers. I transferred out all my domains & if you're looking for good custiomer service from a registrar - Stay away from Moniker IMHO.

Expron

I’m SO sorry if you personally encountered (some) bad customer support however that is no reason to publicly bash Moniker. All registrars have their issues. I can’t speak for Don Lyons however I’m personally very active on the boards and am always willing to assist clients with their issues if need be.

If anyone is having support issues and not getting resolution, I ask that you contact me directly for assistance!

Have a great weekend!

**Michelle** · 06-05-2009, 10:17 AM

Originally Posted by Expron

I quit recommending Moniker to friends & domainers. I transferred out all my domains & if you're looking for good custiomer service from a registrar - Stay away from Moniker IMHO.

????: NamePros.com http://www.namepros.com/showthread.php?t=588020
Same.. A few years ago I used to tell new members moniker was good but over the years because of the customer service I would never tell anyone to use them again...

I am sure there are some good apples in there but I never had the good fortune to find and deal with them..

jrzeygirl · 06-05-2009, 10:18 AM

Originally Posted by tristanperry

A good tip - ask to be assigned an account manager/rep, and contact them for support (as long as it's not trivial support queries etc)

That's what I do - the e-mail support people are very useless, although my account manager Don Lyons is very good

Thanks Tristanperry

---------- Post added at 08:18 AM ---------- Previous post was at 08:17 AM ----------

Originally Posted by mellowmasher

Same.. A few years ago I used to tell new members moniker was good but over the years because of the customer service I would never tell anyone to use them again...
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

I am sure there are some good apples in there but I never had the good fortune to find and deal with them..

That's because you have never dealt with me...YET!

**Michelle** · 06-05-2009, 10:21 AM

Originally Posted by jrzeygirl

Expron

I’m SO sorry if you personally encountered (some) bad customer support however that is no reason to publicly bash Moniker. !

I am sure you are very nice

but the fact remains that customer support over the past few months/years has been bad.. well imo anyways.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

Its good it has active people like yourself and maybe you can improve monikers name ???

Its not about public bashing but telling it like it is .. moniker support sucks.. Maybe that will change .. We will see

jrzeygirl · 06-05-2009, 10:29 AM

Originally Posted by mellowmasher

I am sure you are very nice

but the fact remains that customer support over the past few months/years has been bad.. well imo anyways.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

Its good it has active people like yourself and maybe you can improve monikers name ???

Its not about public bashing but telling it like it is .. moniker support sucks.. Maybe that will change .. We will see

I can understand your concerns and once again I do apologize. We recently changed over to a new ticket system. I am confident this will improve support. I will do whatever I can to improve Moniker's name. We are a kick a$$ registrar!

**mntor** · 06-05-2009, 10:31 AM

Originally Posted by jrzeygirl

That's because you have never dealt with me...YET!

jrzeygirl is right. I have contacted jrzeygirl earlier when there was delay in getting a response for my ticket at moniker and jrzeygirl was very quick and helpful. Thats the reason i suggested to contact jrzeygirl.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

jrzeygirl · 06-05-2009, 10:34 AM

Originally Posted by mntor

jrzeygirl is right. I have contacted jrzeygirl earlier when there was delay in getting a response for my ticket at moniker and jrzeygirl was very quick and helpful. Thats the reason i suggested to contact jrzeygirl.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

THANKS Mntor

**Michelle** · 06-05-2009, 10:39 AM

Originally Posted by jrzeygirl

I can understand your concerns and once again I do apologize. We recently changed over to a new ticket system. I am confident this will improve support. I will do whatever I can to improve Moniker's name. We are a kick a$$ registrar!

I'm not sure how long you have been working for them ?? but you would be right to feel they are kick a$$ that is your job

????: NamePros.com http://www.namepros.com/showthread.php?t=588020

Had you been on the other side of the lack of support you may have a different view..

You sound positive and thats what they need but, I will sit back and wait and see before I use them again.

denny007 · 06-05-2009, 10:41 AM

I don't bother open tickets anymore - they get answered in 3+ weeks and their answer is irrelevant copy/paste

Charley · 06-05-2009, 10:46 AM

Bari, I've forwarded to your email the email which was earlier sent to Monte. I hope to have it resolved soon.

Thanks

jrzeygirl · 06-05-2009, 10:47 AM

Originally Posted by mellowmasher

I'm not sure how long you have been working for them ?? but you would be right to feel they are kick a$$ that is your job

Had you been on the other side of the lack of support you may have a different view..

You sound positive and thats what they need but, I will sit back and wait and see before I use them again.

I've been with for Moniker for almost 3 years. I don't agree that I have the right to "feel that way" just because it's my job. I believe it! Moniker IS a kick a$$ registrar. Yes, we may have some issues but what registrar doesn’t?

All I can say is I'm here to help and that's the best I can do!

Once again I do apologize for any inconvenience you may have experienced Mellowmasher. As I said, the new support/ticket system is in place - and this will definitely “fix” things. Should you (or anyone else) need immediate support please don’t hesitate to contact me directly!

**Michelle** · 06-05-2009, 10:50 AM

Originally Posted by jrzeygirl

I've been with for Moniker for almost 3 years. I don't agree that I have the right to "feel that way" just because it's my job. I believe it! Moniker IS a kick a$$ registrar. Yes, we may have some issues but what registrar doesn’t?

All I can say is I'm here to help and that's the best I can do!

Once again I do apologize for any inconvenience you may have experienced Mellowmasher. As I said, the new support/ticket system is in place - and this will definitely “fix” things. Should you (or anyone else) need immediate support please don’t hesitate to contact me directly!

As I said you sound nice and im sure you have monikers best intentions at heart

I am sure you will be an asset to those that wish to use your offer of help.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

But as for a kick a$$ registra, we all have our own opinions and mine is of bad support..

hawkeye · 06-05-2009, 10:53 AM

What's being brushed under the rug here, is that jrzeygirl shouldn't have to be the one resolving everyone's problems. She has her own clients and job duties, and though helping out on some customers issues is a 'duty', it's Monikers duty to see that their customer service is top notch and brought back up the levels it 'was' known for! This is not the first thread on Monikers poor customer service of late, and in fact there's been a couple which Moniker reps and Monte have chimed in to placate things, and that is what they should do, as jrzeygirl is doing. But what's the point in papering over the issues with forum responses, and then doing nothing to repair the issues that their customers are bringing up, new thread after new thread?? The bottom line here is that 'this is an Oversees.net problem', as 'they' have let the customer service there deteriorate since they bought Moniker! Maybe they can't handle (aren't interested in) offering the same type of quality customer service that Moniker was known for.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020

And kudos to you jrzeygirl for stepping in to offer your help.

**Michelle** · 06-05-2009, 10:58 AM

Originally Posted by hawkeye

What's being brushed under the rug here, is that jrzeygirl shouldn't have to be the one resolving everyone's problems.
????: NamePros.com http://www.namepros.com/showthread.php?t=588020
And kudos to you jrzeygirl for stepping in to offer your help.

I agree on both counts

jrzeygirl · 06-05-2009, 11:15 AM

Originally Posted by Charley

Bari, I've forwarded to your email the email which was earlier sent to Monte. I hope to have it resolved soon.

Thanks

Hey Charley - I received it and replied to it!

---------- Post added at 09:14 AM ---------- Previous post was at 09:04 AM ----------

Originally Posted by hawkeye

What's being brushed under the rug here, is that jrzeygirl shouldn't have to be the one resolving everyone's problems. She has her own clients and job duties, and though helping out on some customers issues is a 'duty', it's Monikers duty to see that their customer service is top notch and brought back up the levels it 'was' known for! This is not the first thread on Monikers poor customer service of late, and in fact there's been a couple which Moniker reps and Monte have chimed in to placate things, and that is what they should do, as jrzeygirl is doing. But what's the point in papering over the issues with forum responses, and then doing nothing to repair the issues that their customers are bringing up, new thread after new thread?? The bottom line here is that 'this is an Oversees.net problem', as 'they' have let the customer service there deteriorate since they bought Moniker! Maybe they can't handle (aren't interested in) offering the same type of quality customer service that Moniker was known for.

And kudos to you jrzeygirl for stepping in to offer your help.

THANKS Hawkeye!

????: NamePros.com http://www.namepros.com/showthread.php?t=588020

---------- Post added at 09:15 AM ---------- Previous post was at 09:14 AM ----------

Originally Posted by mellowmasher

I agree on both counts

Thanks, I do what I can!

samuelhr · 06-05-2009, 11:29 AM

I submitted a support ticket on the 22nd of may, still not answered. Luckily for them their prices are cheap, only reason I stick with them.

06-05-2009, 04:27 AM	THREAD STARTER #1 (permalink)
Charley Senior Member Join Date: Oct 2005 Location: In a 3 Bedroom Flat Â© Posts: 3,691	Poor Customer Support :- Moniker I've been emailing the customer support for many days & even opened a support ticket through Moniker for a domain name that is with SnapNames and not showing up in my Moniker account. There is absolutely no response. Infact none of my Snapnames domains are in the Moniker Account. That name is in the pending renewal stage. Can someone suggest any solution so that I don't lose the domain name ? __________________ â€* Did We Know That There Aren't Really Thousands Of Bands Who Might Be Interesting, We Will Get To Deleting All Bands That Aren't In Flames, Cannibal Corpse, Morbid Angel, Deicide â€*

06-05-2009, 06:19 AM	#2 (permalink)
fish >< ))) â€˜> Join Date: Jun 2005 Location: US Posts: 1,094	Have you tried calling them? I've heard that calling Moniker gets a much faster response than e-mail. __________________ Free WordPress Themes \| Custom WordPress Themes Follow me on Twitter! Join the WordPress Lovers group!

06-05-2009, 09:39 AM	THREAD STARTER #4 (permalink)
Charley Senior Member Join Date: Oct 2005 Location: In a 3 Bedroom Flat Â© Posts: 3,691	I wrote to Monte, he emailed it to a rep, hope they will resolve it. Will keep this thread updated. __________________ â€* Did We Know That There Aren't Really Thousands Of Bands Who Might Be Interesting, We Will Get To Deleting All Bands That Aren't In Flames, Cannibal Corpse, Morbid Angel, Deicide â€*

06-05-2009, 10:46 AM	THREAD STARTER #19 (permalink)
Charley Senior Member Join Date: Oct 2005 Location: In a 3 Bedroom Flat Â© Posts: 3,691	Bari, I've forwarded to your email the email which was earlier sent to Monte. I hope to have it resolved soon. Thanks __________________ â€* Did We Know That There Aren't Really Thousands Of Bands Who Might Be Interesting, We Will Get To Deleting All Bands That Aren't In Flames, Cannibal Corpse, Morbid Angel, Deicide â€*

06-05-2009, 10:53 AM	#22 (permalink)
hawkeye Senior Member Join Date: Feb 2006 Location: Hollyweird Posts: 2,566	What's being brushed under the rug here, is that jrzeygirl shouldn't have to be the one resolving everyone's problems. She has her own clients and job duties, and though helping out on some customers issues is a 'duty', it's Monikers duty to see that their customer service is top notch and brought back up the levels it 'was' known for! This is not the first thread on Monikers poor customer service of late, and in fact there's been a couple which Moniker reps and Monte have chimed in to placate things, and that is what they should do, as jrzeygirl is doing. But what's the point in papering over the issues with forum responses, and then doing nothing to repair the issues that their customers are bringing up, new thread after new thread?? The bottom line here is that 'this is an Oversees.net problem', as 'they' have let the customer service there deteriorate since they bought Moniker! Maybe they can't handle (aren't interested in) offering the same type of quality customer service that Moniker was known for. ????: NamePros.com http://www.namepros.com/showthread.php?t=588020 And kudos to you jrzeygirl for stepping in to offer your help. __________________ FixedPriceDomains.com "Dream, Believe, Achieve!"

06-05-2009, 06:29 AM	#3 (permalink)
mntor Forum Moderator Join Date: Jul 2007 Posts: 2,324	From my experience it takes anywhere between 24-72hrs to get an email response from Moniker. Contact the following NPer who is from Moniker http://www.namepros.com/members/80950.html Hope it helps.

06-05-2009, 09:47 AM	#6 (permalink)
Michelle Be Happy... Don't Worry Join Date: Jul 2005 Location: UK Posts: 16,033	I stopped using moniker for the poor customer support

06-05-2009, 10:13 AM	#9 (permalink)
tristanperry Senior Member Join Date: Jan 2007 Location: Wales - United Kingdom Posts: 1,774 Follow @TristanPerryIX	A good tip - ask to be assigned an account manager/rep, and contact them for support (as long as it's not trivial support queries etc) That's what I do - the e-mail support people are very useless, although my account manager Don Lyons is very good

06-05-2009, 10:41 AM	#18 (permalink)
denny007 NamePros Member Join Date: Dec 2004 Posts: 84	I don't bother open tickets anymore - they get answered in 3+ weeks and their answer is irrelevant copy/paste

06-05-2009, 11:29 AM	#25 (permalink)
samuelhr Account Closed Join Date: Mar 2009 Location: Stafford, England Posts: 227	I submitted a support ticket on the 22nd of may, still not answered. Luckily for them their prices are cheap, only reason I stick with them.

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