Sav Official Thread

[Nick R]

Hello NamePros community! We are creating a single thread where we can share announcements in, talk about product updates, people can ask questions and host a great discussion on all things domains!

 

[Traderas]

Last 2 days' wrong charges...
Of course also I sent this to SAV support and I will get my money back (I believe), but that's not the point.
This should not be happening at all.

No, it s not my job to double check everything, everyday and spend hours writing tickets.
Who will refund the hours I spend for your incompetence?

 

[Hypersot]

If any SAV rep is seeing this,
since yesterday I'm getting charged at regular intervals and I don't know why.

So far my paypal account has been charged 7 times without any other email explaining what these charges are for.

I wouldn't have contacted here but I filled the form on your website and I received nothing as a response that you received my inquiry or that a ticket has been opened for the issue.

Please DM me asap. I fear that paypal may flag these charges being so similar to each other and each showing the exact same amount.

Thanks

 

[kor]

So far my paypal account has been charged 7 times without any other email explaining what these charges are for.

This situation has started to repeat itself very often lately. A few messages ago, another user said that small amounts were charged from his card in the same way for no reason.

And no clear explanation from the company official (@Nick R) yet!

Is SAV planning to scam its users and disappear overnight?

 

[kor]

Last 2 days' wrong charges...
Of course also I sent this to SAV support and I will get my money back (I believe), but that's not the point.
This should not be happening at all.

No, it s not my job to double check everything, everyday and spend hours writing tickets.
Who will refund the hours I spend for your incompetence?

This is getting weird..

 

[Traderas]

And the charging continues...

Today 3 more charges of $9,56 each

Of course no response from SAVs support

 

[Traderas]

And at the same time, 2 of the 4 names I won in yesterdays' auctions, never ended up in my account....

 

[Anton Naydenov]

And the charging continues...

Today 3 more charges of $9,56 each

Of course no response from SAVs support


Show attachment 227339

Is it possible the charges to be for backordered names that they managed to catch? Probably not, but I am trying to find a reasonable explanation. What do the receipts for those charges say? I haven’t seen same issue with my account. Well of course plenty of other issues with Sav but not this one.

 

[Traderas]

No receipts!! No mail no nothing!!

 

[Anton Naydenov]

No receipts!! No mail no nothing!!

Ah okay I got it.

 

[kor]

The second "Epik Fail" is coming...

Buckle up people!

 

[Hypersot]

10 charges for no apparent reason so far and still no response from SAV

Meanwhile, the domains that were caught by them got awarded to me with a 2-day delay *and* got charged normally so, the aforementioned charges are not related to the backorders I had placed (this is an answer to @Anton Naydenov 's question)

 

[Doyosi]

I can't make payment to sav. My cards not accepted. I am using that cards for 2years on sav. My backorder my renews not working now. I dunno what will I do. Tickets not responding...

 

[Traderas]

I can't make payment to sav. My cards not accepted. I am using that cards for 2years on sav. My backorder my renews not working now. I dunno what will I do. Tickets not responding...

Don’t worry, they are changing our cards….

Has anyone received any response from SAVs support since Friday? I have opened 4 tickets so far and nothing

 

[Anton Naydenov]

Don’t worry, they are changing our cards….

Has anyone received any response from SAVs support since Friday? I have opened 4 tickets so far and nothing

I did. It was a very helpful response indeed. I am posting it here:

Hi Anton,

Thank you for contacting SAV Support.

We do apologize for the delay since SAV Support Team Working Hours are from Monday - Friday (8.30 Am - 5.30 Pm)

We are deeply sorry this has happened to you. It’s not the experience we wish to create for our customers.
Indeed there was a maintenance affecting the SAV website but it should be good now.

Do you still have these issues?
Let us know if you still encounter any issue and we will take a look into the matter further.

Best Regards.

 

[Hypersot]

@Anton Naydenov ,
I hope you let them know that there are users that are trying to contact them and they can't

Also,

at some point they need to realise that domaining is not a 9-to-5 business.

SAV besides a registrar is also a backorder service, an auctionhouse and a marketplace. Imo, they should provide support 24/7 or ,at least, a reduced support during the weekend.

 

[Anton Naydenov]

@Anton Naydenov ,
I hope you let them know that there are users that are trying to contact them and they can't

Also,

at some point they need to realise that domaining is not a 9-to-5 business.

SAV besides a registrar is also a backorder service, an auctionhouse and a marketplace. Imo, they should provide support 24/7 or ,at least, a reduced support during the weekend.

I've been asking about an adequate 24/7 support for nearly 3 years now. They have always lied that it's on their to do list. But facts are facts, and they speak louder than lies.

 

[Traderas]

I did. It was a very helpful response indeed. I am posting it here:

Hi Anton,

Thank you for contacting SAV Support.

We do apologize for the delay since SAV Support Team Working Hours are from Monday - Friday (8.30 Am - 5.30 Pm)

We are deeply sorry this has happened to you. It’s not the experience we wish to create for our customers.
Indeed there was a maintenance affecting the SAV website but it should be good now.

Do you still have these issues?
Let us know if you still encounter any issue and we will take a look into the matter further.

Best Regards.

"My apologies for the delay in getting back to you. Our standard support hours are 9am to 5pm Chicago time Monday-Friday."

They don't even know their working hours

Doesn't it sound ironic, to mention the working hours, when it takes you 3 working days to respond?

Anyway, they just refund me for all the false charges ($70)

 

[DomainNature]

I see that Sav added new default NS to our domains.
Do we get fees for displaying ads on our domains?

 

[Anton Naydenov]

I see that Sav added new default NS to our domains.
Do we get fees for displaying ads on our domains?

Guess you’re being sarcastic. I noticed the change too. I will be busy tomorrow pointing all my Sav registered names elsewhere. I also noticed that even my names that are currently in auctions or listed for sale at Sav don’t open the auction page or for sale page - but open ads when typed in the browser instead.

Don’t forget guys — GREED IS A MAJOR SIN.

 

[pb]

I see that Sav added new default NS to our domains.
Do we get fees for displaying ads on our domains?

Wow, how lame! Thanks for pointing it out.
And of course you can't choose the nameservers while registering a new domain...
But updating here should work: https://www.sav.com/users/account

 

[Anton Naydenov]

FYI:
If someone is transferring “dot co” domains to Sav keep in mind that the transfer fees are not $22.88 as the pricing list says - the transfer fee for .co is $22.95. There are most likely other extensions where pricing hasn’t been updated.

 

[Nick R]

@Traderas - I just looked at a few of these and they are all for winning auction bids. Take Transaction ID 704465 - This is for d****a.io . In this case, it looks like you placed a backorder on domains, Sav caught the domain but multiple users also backordered the same domain. We started an auction for it and gave you, the first person to place the backorder, the opening bid at the backorder cost. If you want to DM me your email address and ticket subject ill be happy to confirm.

@Hypersot - Feel free to DM me the charges and your account email address.

@kor - We love our great users and have no plans to do anything but help everyone all that we can. This is why we love to maintain this open dialog in this forum. See above. I would love to set up a call between us to go over Sav as well. It seems like you have some concerns and we would like to understand them. Just DM me a few times that work for you and the best number to reach you at and I'll give you a call directly. Maybe we can a believer out of you yet! Either way, we're always here to listen.

@Doyosi - https://help.sav.com/kb/en/article/resolving-payment-issues

 

[Traderas]

@Nick R there is no backorder that costs exactly $9.56 and the drop happens 5 times the same day.
I got my refund and the case is closed, but sometimes you have to recognize your mistakes...
Thank you

 

[Nick R]

@Traderas - Ah I understand now. Let me look a bit deeper then get back to you.

 

[Nick R]

@Traderas - When a user wins multiple backorders at the same time, we batch the domains together into 1 transaction. In this case, the $9.56 was for 4 domains combined. I'll DM you the specific domains. It looks like there was an issue processing one of them on our end so the system tried a few times before it went through. Each time it tries, it places a charge on your card, then immediately voids it when it fails. However, voids can take a few days to show up. We fixed the code issue preventing the processing from failing in the first place.