I have never suffered worse support from any company in my entire life than mydomain.com / namesdirect.
When you phone them for assistance they keep you hanging on the phone for ages and force you to listen to their tacky adverts and, as for email support ticket responses, forget it. You are lucky to get a one sentence response - in most cases all they say is everything is fine.
To give you just one example of what mydomain.com have put me through, I had to renew some very valuable two character .eu domain names that were expiring. They had one set of pricing on their site for renewals and another in the shopping cart when you tried to do it. Then, when I'd go through the entire process to renew the domains, there would also be a message saying the renewal didn't work. I tried several times using different browsers, credit cards etc.
Sent about 5 support queries back and forth. They tried to do it over the phone several times; wouldn't work. There were problems with their systems; a very frequent occurence with mydomain.com (whenever you try to login it says system error today too, which mydomain.com have just admitted to me on the phone).
To cut a long story short, they tried telling me that the problem was on Nominet's end. For anybody who knows domain names,
Nominet is responsible for the .uk TLD and has nothing to do with .eu.
I emailed and phoned them several times back and forth explaining that Nominet had nothing to do with the .eu TLD which EURid was responsible for. They insisted the problem was with Nominet and that Nominet was not co-operating with them. Four or five different people at mydomain.com told me this.
It was like I had a problem with Coca-Cola and I was being told to contact Pepsi.
By now I was in danger of losing these valuable domains, so in total despair I contacted both EURid and Nominet. Both bodies emailed me back saying EURid was responsible for .eu domain names.
I sent those emails to mydomain.com. I thought matter resolved, the organisations themselves say EURid is responsible for .eu domain names, not Nominet, and I have it in writing.
And guess what? Mydomain.com continued to insist that Nominet were acting as an obstacle to the renewal of the domain name!
I showed mydomain.com the Nominet side, the EURId site, but they still insisted Nominet were responsible for .eu domain names.
There was another 10 odd times when I tried to email and phone them but no joy with getting see who was responsible for which TLD.
I have never been in more despair with a company in my life. Eventually I transferred the domain names to another registrar and the new registrar managed to renew them within a day with no problem.
Even though it was the most frustrating customer service experience of my life, I wasn't going to write about it, but six months later mydomain.com are continuing to provide the most abysmal customer service you will ever imagine. I don't have the time to explain all the many problems they have caused us for years and are still causing us with the handful of domains we haven't got around to transferring to other registrars - anything that takes 1 minute to achieve with another registrar often takes several days of sending them support emails; I would just urge people to avoid themselves having to bang their heads against the wall by staying clear of these jokers.
