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question I filed a Transfer Complaint with ICANN. Now what?

NameSilo
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I have some domains at Pheenix held over from when they were okay at dropcatching. A month ago I transferred three out because I am trying to consolidate my portfolio. There was no issue then, the auth codes arrived via email within an hour or two of my request to transfer.

I sold a Pheenix domain on Undeveloped—a five-letter, real-word .net—and I asked for an auth code and this time I received only a link to a ticket for http://pheenix.kayako.com. I was required to set up a new kayako.com account including a password (on non-SSL link no less), and when I do there's nothing at kayako. No auth code, no expectation of getting one, not so much as a welcome. The sole ticket log was the fact that a ticket was created.

After five days and no response from Pheenix despite repeated attempts, I filled out the Transfer Complaint form. When will I finally get my auth code?
 
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The success rate with ICANN complaints is pretty low. It likely increases the chance of deaccreditation but when it comes to intervention on registrant-specific challenges, they are generally not quick to act.

I think Pheenix is running on limited staff right now so hopefully you get a direct answer.

If you need help chasing folks down, several folks here at NP know Tan Tran personally and can perhaps do ombudsman work. Feel free to send a private message with details if you need help there.
 
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A transfer Auth Code sent through email and arrived in after 1hr? This is rather strange to me in 2019.
 
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So this has never happened to anyone? Your registrar fails to send you an auth-code, their telephone number is no longer in service and a previously reliably system was replaced with a b0rken customer support system? It's been seven days with no response.

Can anyone confirm that, if properly filled out, the Transfer Complaint form will ultimately get me an auth-code? If it doesn't, what recourse do I have?

Thanks in advance.
A transfer Auth Code sent through email and arrived in after 1hr? This is rather strange to me in 2019.
You've clearly never had a Network Solutions account.
 
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Well this topic has been so unengaging, perhaps I should let those interested know how it all came out:
There seems to be an issue with our system sending out system emails. We have manually unlocked the domain and here is the authcode: -
Thanks for your patience.
Warm Regards,
Your Friends at Pheenix
I would still be interested in hearing what you think the proper protocol should be if you cannot extract an auth code from a registrar. Was filling out the Transfer Complaint form enough? I went so far as considering serving them something (as the company and I are in the same state) but their registered agent was in another state. I'm not sure what I might serve them as IANAL, but I was facing a low four-figure loss on the sale of the domain. Service seemed to be the only way to get their attention with the "support" telephone number no longer in service and a broken customer support / email / ticketing system.
 
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Coincidentally, I submitted a ticket May 7th at 5:30pm, and it was resolved 10 hours ago. So yours may be getting resolved soon. Mine was via the Kayako ticket as you described.
 
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Coincidentally, I submitted a ticket May 7th at 5:30pm, and it was resolved 10 hours ago. So yours may be getting resolved soon. Mine was via the Kayako ticket as you described.
It was resolved. It took seven days from the first request to receiving the auth code, which came in last night.

You have to wait five days with no action / response before filing the Transfer Complaint.

I was beginning to think I was the only one, thanks for confirming I wasn't.
 
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It was resolved. It took seven days from the first request to the resolution, which came in last night.

You have to wait five days with no action / response before filing the Transfer Complaint.

I was beginning to think I was the only one, thanks for confirming I wasn't.

Ah, I see. Sorry didn't read the last post all the way through.
 
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I received a response from ICANN this morning, "Additional information for Transfer complaint," three days after filing the complaint. They noted that the domain in question had been transferred to another registrar, but if I wanted to provide evidence (such as emails, customer service tickets, or screenshots of the customer panel showing system failures) that I had contacted the registrar of record to request a transfer and did not receive assistance within 5 days from the date of my request that I needed to provide it to them by 5/22.
 
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Here we go again... I sold two domains that have been at Pheenix for a couple of years and the buggers won't send me auth codes. :rage:
 
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