.tv BEWARE - Enom - As dodgy as them come!

[virtuali]

I dont know about you guys.. but is it just me or has enom become the most dodgy domain outfit out there?

Here is my issue.

Issue 1.) One of my premium names has come up for renewal and NOT ONCE did I receive an email from enom about the renewal. Not once. So I called them.. and this is how it goes..

Me - One of my domains is up for renewal.. but I didn't receive ANY emails from you.. do you not send them out anymore?? I have always received them in the past..

Enom - oh..umm ya.. sometimes our emails get blocked...

Me - Strange.. cause I get every other email from you guys... except this one. Ok.. can you please send me a copy and date of the ones you sent.

Enom - Ummm... all we can do is say the email was sent...

Me - Ok.. what dates then..??

Enom - Ummm... not sure.. we just no they were sent.


My thoughts - If they know their emails are getting blocked by providers why are they not working to resolve it? Or get new IP ranges.. or adjust their system accordingly?? or contact the providers to help ensure their emails are authenticated?? Or adjust their MX and SPF records..?? DO SOMETHING???

Issue 2 - Have you now noticed that if your domain is 1 day over the expiry date they REMOVE YOUR DNS.. so it takes your site.. emails etc down straight away!.. Your DNS used to stay active until your name went passed redemption.

To be honest I have always thought these guys were shite in the customer service arena.. but this just confirms it...

I for one will be moving ALL my domains and any dealings away from them.

Name.com does seem to have a much better response to customers.. so far anyways.

I hope others follow suit.

 

[MicroGuy]

There are several issues you addressed.

But it seems your biggest complaint is that the renewal notice they sent you did not reach your inbox. There are a wide variety of possible reasons for this including reasons well beyond their control. I'm sure they are motivated to get renewal emails into the hands of the people with credit cards so I don't see how this is dodgy.

Slack perhaps... if it was their fault.

 

[virtuali]

I am well versed in the reasons an email may not be recieved to my email box... I am FAR from a novice user. I do not like the responses of "well all we can say is it was sent"... when for the past 6 years I am always received the emails... They seemed well aware that their emails are being blocked by providers.. and IF that is the case they should have an obligation to correct the problems.. plain and simple.. I run my own servers and if a client informs me they are not getting emails etc I check the spam lists ASAP to ensure the ips are not blacklisted etc.. this is a very simple process.. and I am sure if these guys gave a sh%t they would correct the issue rather than professing "oh well".. it was sent...

When emails regarding the renewals of domains are not being received by blocks of people (which they ackowledged) it is incumbent on them to fix the problems..

And to be removing the DNS of the domain a day after is very annoying, again.. this was not the case last year either... they atleast gave you time to renew without removing all your settings...

Over all just bad practices all the way around... Enom hasnt been very accomodating to their client base for sometime... especially ones that are pouring in THOUSANDS of dollars to them.

 

[MicroGuy]

I understand what happened now...

If you called them with the same attitude in which you have approached this thread, I can see why they were less than accommodating. Sometimes putting down your sword and replacing it with a kind word is more effective at moving you closer to your goal.

My advice would be to take a deep breath and spend a few hours meditating.

 

[RevolutionaryDomains]

Sorry to read of your troubles with enom. I have never used them so I can not offer anything more than distant empathy and simple suggestion.

One benefit is the fact we as Domainers, and moreover, customers, have something to our advantage. Well, two things really- choice and option. There are many registrars out there for you to choose from despite the fact they all have their pros and cons. Perhaps this customer Rep was new or uneducated on the matter and s/he just didn't know how to handle the call. You could always call back or even try their online help if they have it.

If you have been using them for six years as your post reads, and this is the first time and/or year you have experienced this problem, perhaps it is in haste for you to make such a drastic change. I agree with my colleague and offer a mild suggestion before you pull up proverbial stakes. Consider approaching the issue again with a fresh call to enom customer service in another attempt at finding a resolve to the issue, or at least some answers. You can always ask to speak to a supervisor or manager, or request they escalate the call, if you find the new Rep is equally as evasive as the first.

Should you find you are still unable to get what you feel are adequate answers or results at that point, you still have the option of changing registrars, but you then do so with a rational mind as opposed to frustrated emotion.
:imho:


Wishing you the best. Do keep the thread updated, if you are so inclined. I would like to know how things turn out.


-Regards

 

[virtuali]

@microguy - If this was the first time I had an issue with them it would be different story.. This is just another in a long string of probs I have had with them. And ofcourse I am going to be abit hot under the collar when I dont receive any notice on a domain that is a priority and then only to be told that they are aware some of their emails are blocked and do nothing about it, and the DNS etc gets switched off because of this...

Thanks for the meditation advice.. maybe someday we will meet and I can take you up on it.


@RevolutionaryDomains - Thanks for your input... but as many on here know that up until recently you were stuck with Enom for premium domains whether you liked it or not... so just because I was with them for a number of years doesnt mean I was happy with them.. There was no alternative...

But yes... I will be utilising other registrars services...

Cheers.

 

[JB Lions]

Sucks but one of the reasons I also keep a spreadsheet, default sorted by expiration date so this will never be an issue with me. Plus Godaddy, is really good at letting you know domains are ready to expire, emails months in advance, messages in the interface, reminders anytime I buy a domain etc.

But everybody should keep some kind of spreadsheet or something and not rely on emails from registrars for your domains.

 

[virtuali]

@ JB Lions - Fair enough call. And yes.. I do get all of godaddy's renewal notices etc... which is abit on the other end of the spectrum.. but alteast they do ensure they are getting to clients. My issue is that enom is aware of the issue and their attitude.. is "oh well".

But fair enough on spreadsheet.. will probably implement something like that moving forward..

Cheers.

 

[RPK]

For the record this exact thing happened to me last month with enom. Thankfully I found out before the name was released to the public, but it cost me an additional $250 to get it back. They sent me a couple of dates when they "sent me" renewal notices, but I never got them.

 

[garptrader]

Note I had one up for renewal recently at ENOM. They sent an email and left a phone message. I need to respond saying I don't plan to renew.

 

[Dupree]

I had an experience that involved deactivating the auto renewal feature on some of my premium domain names. Imagine my surprise when 3 of them renewed for thousands of dollars. I never received any notices regarding their renewal, just a big, fat credit card bill. I know of others who this has happened to.

Fortunately, enom did the right thing. Sometimes these thing happen and your particular outcome can be influenced in how you approach the issue with them. Even if you don't like their answer, continue to pursue and exercise your options without losing your cool.

 

[SKG]

I noticed the same. I am not sure why they have stopped sending renewal notices. It is very disturbing to say the least. At first I thought it was something in the account settings whereby they might have added an election to turn off or on for notices, but I found no such thing.

By premiums being locked into Enom.tv with no way to transfer out it seems as if they can do as they please which includes poor customer service. Kind of odd isn't it when your a premium customer?

 

[vincenzo]

By premiums being locked into Enom.tv with no way to transfer out it seems as if they can do as they please which includes poor customer service. Kind of odd isn't it when your a premium customer?

I agree, but didn't the OP mention there is an option to go elsewhere now for .TV premiums?

- Vincent

 

[SKG]

I agree, but didn't the OP mention there is an option to go elsewhere now for .TV premiums?

- Vincent

You can buy premiums from a handful of registrars now; previously you could only purchase premium .tv at Enom only. Problem is that you cannot move a premium .tv out of wherever it was registered. Standard regs you can.

So basically, if the registrar has poor service too bad if you have a premium with them.

 

[Kate]

It is true that E-mail sent from the Enom platform is often flagged as spam. Has been for many years.
Namecheap, in the past at least, had the same issue as they were on the Enom platform. For example, E-mail forwarding was unreliable for that reason.

Now if you rely on courtesy reminders from your registrar, you are going to lose names at some point, it's guaranteed. Nobody should rely on E-mail reminders, especially for premium domains.

The fact that they are quick to remove the DNS may be a good thing, at least domain holders have a chance to notice there is something wrong, before the domain enters redemption or some status that makes it more expensive to redeem the domain.

 

[virtuali]

@sdsinc - Point Taken. It is still troublesome that they are aware of it and are not too concerned to correct this. The point of having "reminder" emails is just that... to "remind" the customer. If the system is so flawed that they are well aware of it and do nothing about it just seems abit pointless to have. I would rather them can the system outright and advise as such. That way atleast their is no expectations.

On another note I received their increase in domain prices notice today fine... why cant the same system be implemented for renewal emails? Their systems are just to hit and miss as far as I can see..

But whatever.. its done now.. time to move on.

Cheers.

 

[DnEbook]

strange yet i received their email telling me of price increases only just today

 

[gr8trfoo]

they've been hijacking dns for years now. they use it to determine whether or not to keep the names for themselves or let them go to namejet auction. maybe they failed to do these on premium .tv since the drop procedures were so different, i never actually noticed.

 

[DU]

You signed an agreement that says:

It is your responsibility to keep your own records and to maintain your own reminders regarding when your domain name registration or other Services are set to expire

and

Immediately after the expiration of the term of domain name registration services and before deletion of the domain name in the applicable registry's database, we may direct the domain name to name-servers and IP address(es) designated by us, including, without limitation, to no IP address or to IP address(es) which host a parking page or a commercial search engine that may display

 

[vincenzo]

You signed an agreement that says:
It is your responsibility to keep your own records and to maintain your own reminders regarding when your domain name registration or other Services are set to expire

Yes, but shouldn't this be forced to change?
Don't get me wrong, I do agree we all should keep and maintain our own records.

The problem I and many others have with this:

* I know of no other service business in existence that doesn't ensure it's customers always get bill reminders! Please correct me if I'm wrong. *

This fact alone should be enough to raise suspicion.

- Vincent