Fed Up with Moniker ... Avoid these Guys !

nombre · 01-19-2010, 08:54 AM

i have never asked them for anything
renewed a domain 2 days ago and then changed my mind

asked for a refund
they basically told me to get lost
not a chance
no way

godaddy would do it in a heartbeat
they are so much more customer service oriented
godaddy is in it for the long haul

moniker is outsourcing support and they just don't care

godaddy is just a lot more professional

snowbird · 01-19-2010, 11:06 AM

Many registrars are strict when it comes to refunding/reversing registrations. Also remember your talking about a renewal you said, not a new registration. I don't know any registrar out there that will refund a renewal unless you had a legit arguement about a domain that had been renewed automatically. You need to be more careful with registrations and renewals.

nombre · 01-19-2010, 11:30 AM

Quote:

You need to be more careful with registrations and renewals.

you are totally correct .... it is my own fault...no-one else to blame but me
????: NamePros.com http://www.namepros.com/domain-registrar-reviews/635103-fed-up-moniker-avoid-these-guys.html

but there is an approach that companies have to their customers, an ethic of how you treat people and moniker just does not treat it's customers nearly as well as GD....customer service is at least partly outsourced (or feels like it is) and compared to GD who just provide the most responsive cs i've encountered of all the registrars i've ever dealt with....

godaddy is big company that treats me like they are a small company
moniker is a small company that treats me like they are a big company

when i mentioned a procedure of godaddy's that i thought would be useful for moniker to implement the csr said "well, godaddy is a really big company" and i thought to myself (but didn't say to her) "how do you think they got that big ....by providing responsive service" (every single contact at GD is followed by a customer experience survey)

one benefit of the Crash of 2008 is that maybe companies will learn to treat their customers a little better

snowbird · 01-19-2010, 01:01 PM

I realize customer service is very important in any company. Perhaps Moniker could have made an exception for you just this one time. But, if you check their terms of service agreement regarding registrations, it will probably say in there somewhere that domain renewals are non refundable. The reason why these terms are setup like this is because of the registries that the registrars operate under. Verisign who is the registry for TLDs and ICANN set the rules and policies that registrars must follow. If Verisign and ICANN say no refunds on renewals, then the registrars must put that in their terms of service to remain accredited. At one time there was what is known as a 3 or 5 day grace period when you first register a domain. This grace period allowed a customer to cancel a registration and get their money back during the first few days of registration. This was put into effect for those people who accidently spelled their domains wrong during registration and such. But, people took advantage of that and would register domains, try to sell them, and then get a refund if nobody was interested. The term for it was referred to as "Domain Tasting". Due to the people who abused that feature, many registrars today do not provide refunds anymore on new registrations. Godaddy will do a refund and so will I at RegisterBird. But, if i detect a pattern of domains being registered and refunded repeatedly, then you will defintealy be getting some warning messages. Godaddy themselves actually approves and declines registration refunds on a case by case basis. If they see a pattern of domain tasting as well, they will decline your abilities of getting refunds on registrations as well.

The only valid excuess you may have for a renewal refund would be if you had issues with their auto renew feature. I have seen disputes like this with godaddy and they would honor it once in a while if you did not do it all the time. But any other excuess for a renewal refund would most likely be declined.

But in the end, I have to say that it is the ultimate responsibility of the customer to follow the terms and conditions of the registration provider. If you do not like their terms and conditions, find a provider that offers terms you do like. Many rules and policies have been put into place for a reason and a company cannot go around bending the rules for every customer that has a problem with them. I don't mean to sound rude or anything but, that is basically what it all boils down to.

nombre · 01-19-2010, 02:01 PM

mike
i'm not sure if you read my previous post, i agree with you, it's absolutely my fault, no argument

i know all about tasting etc

but you touched on the heart of the issue, godaddy will deal with each case on it's merits and they handle people (me at least) with a lot more flexibility and courtesy ..... i've given godaddy a fair bit of business and they are smart, they want to keep me as a happy customer

i posted in another forum and somebody just responded that GD has always refunded if they had a name on auto-renew and the name was in the 5 day period, this is just good business practice and keeps customers loyal
????: NamePros.com http://www.namepros.com/showthread.php?t=635103

if moniker were smart they would recognize how valuable it is to bend the rules in order to build customer loyalty but they don't get it, they are just unhappy csr's who read from a script, no flexibilty, the rules first and customer second

it's just not the kind of customer service that will keep moniker growing and moving ahead of the pack (at the least the part of the pack that is way behind godaddy

)

jrzeygirl · 01-19-2010, 03:30 PM

Originally Posted by nombre

i have never asked them for anything
????: NamePros.com http://www.namepros.com/showthread.php?t=635103
renewed a domain 2 days ago and then changed my mind

asked for a refund
they basically told me to get lost
not a chance
no way

godaddy would do it in a heartbeat
they are so much more customer service oriented
godaddy is in it for the long haul

moniker is outsourcing support and they just don't care

godaddy is just a lot more professional

nombre - I could have sworn I just saw this same exact post on Mobility.mobi.

I'm sorry for the inconvenience you had encountered. Next time please email me directly and I'll see what I can do to get the name refunded.

As you know, refunding after a name is registered or renewed isn't normal practice as once the transaction is complete, we don't get the money back from the registry however of course it can be refunded on a case by case basis.

Thanks

nombre · 01-19-2010, 04:21 PM

Quote:

nombre - I could have sworn I just saw this same exact post on Mobility.mobi.

you did, because i just got fed up by the disinterested and poor support i have received from moniker, so i just vented my frustration (by the way did you read the replies to my thread and what people said about GD).... you don't need to do anything but thanks for offering, i've said what i wanted to say and will shut up for good on the subject ..... jrzeygirl, you need to take all the support calls for moniker from now on, cuz i think you represent the company very well

jrzeygirl · 01-19-2010, 04:32 PM

Originally Posted by nombre

you did, because i just got fed up by the disinterested and poor support i have received from moniker, so i just vented my frustration (by the way did you read the replies to my thread and what people said about GD).... you don't need to do anything but thanks for offering, i've said what i wanted to say and will shut up for good on the subject ..... jrzeygirl, you need to take all the support calls for moniker from now on, cuz i think you represent the company very well

Thanks Nombre! Going forward should you need anything feel free to contact me directly.

BTW - No, it wasn't me on Jersey Shore. LOL I'm way classier than those Staten Island girls

nombre · 01-19-2010, 04:43 PM

oh ....you read that fast
i edited out the comment about Jersey Shore because i thought you might be take me seriously and be offended, looks like i didn't need to worry about that ....

jrzeygirl · 01-19-2010, 04:46 PM

Originally Posted by nombre

oh ....you read that fast
i edited out the comment about Jersey Shore because i thought you might be take me seriously and be offended, looks like i didn't need to worry about that ....
????: NamePros.com http://www.namepros.com/showthread.php?t=635103

LOL - Nah... It's all good!

01-19-2010, 08:54 AM	THREAD STARTER #1 (permalink)
nombre NamePros Regular Join Date: Nov 2006 Location: BC, Canada Posts: 638	Fed Up with Moniker ... Avoid these Guys ! i have never asked them for anything renewed a domain 2 days ago and then changed my mind asked for a refund they basically told me to get lost not a chance no way godaddy would do it in a heartbeat they are so much more customer service oriented godaddy is in it for the long haul moniker is outsourcing support and they just don't care godaddy is just a lot more professional

01-19-2010, 11:06 AM	#2 (permalink)
snowbird Emperor Penguin Join Date: Aug 2004 Location: North Carolina Posts: 727	Many registrars are strict when it comes to refunding/reversing registrations. Also remember your talking about a renewal you said, not a new registration. I don't know any registrar out there that will refund a renewal unless you had a legit arguement about a domain that had been renewed automatically. You need to be more careful with registrations and renewals. __________________ Mike R. RegisterBird.com RegisterBird.com Star Program [Special Promotion on .IN, .COM, and .NET extensions!]

01-19-2010, 01:01 PM	#4 (permalink)
snowbird Emperor Penguin Join Date: Aug 2004 Location: North Carolina Posts: 727	I realize customer service is very important in any company. Perhaps Moniker could have made an exception for you just this one time. But, if you check their terms of service agreement regarding registrations, it will probably say in there somewhere that domain renewals are non refundable. The reason why these terms are setup like this is because of the registries that the registrars operate under. Verisign who is the registry for TLDs and ICANN set the rules and policies that registrars must follow. If Verisign and ICANN say no refunds on renewals, then the registrars must put that in their terms of service to remain accredited. At one time there was what is known as a 3 or 5 day grace period when you first register a domain. This grace period allowed a customer to cancel a registration and get their money back during the first few days of registration. This was put into effect for those people who accidently spelled their domains wrong during registration and such. But, people took advantage of that and would register domains, try to sell them, and then get a refund if nobody was interested. The term for it was referred to as "Domain Tasting". Due to the people who abused that feature, many registrars today do not provide refunds anymore on new registrations. Godaddy will do a refund and so will I at RegisterBird. But, if i detect a pattern of domains being registered and refunded repeatedly, then you will defintealy be getting some warning messages. Godaddy themselves actually approves and declines registration refunds on a case by case basis. If they see a pattern of domain tasting as well, they will decline your abilities of getting refunds on registrations as well. The only valid excuess you may have for a renewal refund would be if you had issues with their auto renew feature. I have seen disputes like this with godaddy and they would honor it once in a while if you did not do it all the time. But any other excuess for a renewal refund would most likely be declined. But in the end, I have to say that it is the ultimate responsibility of the customer to follow the terms and conditions of the registration provider. If you do not like their terms and conditions, find a provider that offers terms you do like. Many rules and policies have been put into place for a reason and a company cannot go around bending the rules for every customer that has a problem with them. I don't mean to sound rude or anything but, that is basically what it all boils down to. __________________ Mike R. RegisterBird.com RegisterBird.com Star Program [Special Promotion on .IN, .COM, and .NET extensions!]

01-19-2010, 02:01 PM	THREAD STARTER #5 (permalink)
nombre NamePros Regular Join Date: Nov 2006 Location: BC, Canada Posts: 638	mike i'm not sure if you read my previous post, i agree with you, it's absolutely my fault, no argument i know all about tasting etc but you touched on the heart of the issue, godaddy will deal with each case on it's merits and they handle people (me at least) with a lot more flexibility and courtesy ..... i've given godaddy a fair bit of business and they are smart, they want to keep me as a happy customer i posted in another forum and somebody just responded that GD has always refunded if they had a name on auto-renew and the name was in the 5 day period, this is just good business practice and keeps customers loyal ????: NamePros.com http://www.namepros.com/showthread.php?t=635103 if moniker were smart they would recognize how valuable it is to bend the rules in order to build customer loyalty but they don't get it, they are just unhappy csr's who read from a script, no flexibilty, the rules first and customer second it's just not the kind of customer service that will keep moniker growing and moving ahead of the pack (at the least the part of the pack that is way behind godaddy )

01-19-2010, 04:43 PM	THREAD STARTER #9 (permalink)
nombre NamePros Regular Join Date: Nov 2006 Location: BC, Canada Posts: 638	oh ....you read that fast i edited out the comment about Jersey Shore because i thought you might be take me seriously and be offended, looks like i didn't need to worry about that ....

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