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DAN.COM Domain Marketplace (Official Thread)

Located in Domain Marketplace Reviews, started by Reza, Aug 7, 2019

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  1. Charybdis

    Charybdis Established Member

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    I think it's not true, I bought 3 domains using the Dan escrow this Friday (after business hours), and I received the domains from Dan today, on Sunday. Seems like they work on Sunday, too. Maybe they just don't promise that you will get any service or response during the weekend.
     
    Last edited: May 30, 2021
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  2. tomcarl

    tomcarl Top Contributor VIP ★★★★★★★★★★

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    Yes, I'm talking about full operation, Customer service, transfers, payment processing, etc. 6 days a week. Digital marketplaces, where markets operate digitally.

    And extending business hours to match time zones where the majority of business is coming from.

    Might be a good idea.
     
    Last edited: May 30, 2021
  3. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    Your purchased domains were moved to you automatically.
    No live support there on weekends.
     
    Last edited: May 30, 2021
  4. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    Views column is frozen/static for ~5 days already and counting...
     
  5. simmplex

    simmplex VIP Member PRO VIP ★★★★★★★★★★

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    Too Big to Work Hard.
    No need to word hard.

    Too Big to change for small customers.
    No need to earn more small money.

    On the way to another Afternic.
     
    Last edited: May 31, 2021
  6. LaszloSchenk

    LaszloSchenk Upgraded Member Dan.com Staff Blue Account

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    Good morning @Jurgen Wolf,

    This is not the case, we offer support every weekend, and this Saturday we had account managers attend to our email/chat support. It might be that responses are given at a delayed rate as lower support is provided during weekends. @tomcarl, our support, and transfer desk are operational on both Saturdays and Sundays. We only have a lower number of account managers available on those days.

    Lastly, @Jurgen Wolf thank you for notifying us of the view columns not updating. I have made sure to notify our product team of it and have them attend to it today.

    Have a great week.
     
  7. Charybdis

    Charybdis Established Member

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    I don't think so, is it possible to automate the escrow process? Seems very complicated to me.
    Dan asks me to provide my ID or username required for the push. There is a textfield there, I can enter anything, for example:

    "Dear Dan, xyzasdqwert is my username required for the push, thank you"

    Now you need a bot which will understand that sentence and use exactly and only xyzasdqwert as the username required for the push, then this bot needs to login to the registrar, and automatically push the right domain to xyzasdqwert. Don't forget that there are a lot of different registrars and they keep changing their user interface. I don't think that it can be automated. What if the bot is buggy and pushes the domain to a wrong account?
     
  8. simmplex

    simmplex VIP Member PRO VIP ★★★★★★★★★★

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    Hi there,

    Thank you for reaching out to us.
    I do apologise for the delay, this is not a live chat platform, we are working on a queue based system, you can always call if you need urgent assistance.


    Our usual reply time
    Under 10 minutes


    If this is true,
    Why label it as
    Start a conversation

    not
    Sumbit a support ticket?

     
    Last edited: May 31, 2021
  9. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    They have DANbot.
    And many registrars provide API, login is not necessary.
     
    Last edited: May 31, 2021
  10. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    @LaszloSchenk
    I didn't receive any reply yesterday (Sunday).
    I have received it just today (~15 minutes prior this post).
     
    Last edited: May 31, 2021
  11. karmaco

    karmaco Top Contributor VIP

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    I can verify this as I made sales over the weekend and they do have support on weekend. I spoke with a human not a bot.
     
  12. Charybdis

    Charybdis Established Member

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    Why would you even contact the Dan support? That's the question.

    You can list your domains yourself automatically. You can verify the domains automatically if needed.

    When you buy a domain using Dan escrow, just follow the instructions and wait.

    I don't understand why do you need to contact support?
     
  13. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    I use their LiveChat regularly to inform about BUGs and for suggestions...
    This is not your problem.

    And there was stated yesterday: reply under 10 minutes - but no any reply actually.
     
    Last edited: May 31, 2021
  14. Future Sensors

    Future Sensors 78% of human domainers will be replaced by robots Gold Account

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    @Charybdis

    You live in a utopian world, where customers and users never have questions. In such a world there is indeed no place for support departments, at any company.

    Just be happy that there are people who report things through the DAN support system, to help improve DAN so that you can enjoy carefree.

    Both buyers and sellers can have all kinds of questions before, during, and after the sales or lease-to-own process and it is good that support exists.
     
    Last edited: May 31, 2021
  15. Charybdis

    Charybdis Established Member

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    So these aren't urgent messages. Do you expect them to answer to your bug reports and feature suggestions even during the weekend under 10 minutes, and start implementing your suggested features and fix the bugs even during the weekend? (all for 9% commission only)

    I think your expectations are too high.
     
  16. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    My expectations are not high, they fix issues/bugs for days in the best scenario, some features they implement even for years...

    I just posted here about the misleading statement like reply under 10 minutes - it must be removed definitely when no any agents in their LiveChat.
     
  17. Charybdis

    Charybdis Established Member

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    Support is a huge cost. I'd rather pay a lower commission and receive limited support, than paying a higher commission and receiving support even during the weekend under 10 minutes.

    You should read the FAQ pages. Most support questions are already answered on the website.
     
  18. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    Yesterday I was in Epik LiveChat as well...
    Reply was INSTANT as always.
     
  19. Future Sensors

    Future Sensors 78% of human domainers will be replaced by robots Gold Account

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    Downtime and bugs come at a huge cost as well, both for DAN as a company and for their customers. I've been trying to reach support in weekends about such things, but it wasn't possible or took an extremely long time.

    Your remark "You should read the FAQ pages" is just ridiculous.
     
    Last edited: May 31, 2021
  20. Charybdis

    Charybdis Established Member

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    But these are not within the scope of support.

    Downtime: they should monitor the uptime and take action automatically when necessary. This is not related to support.

    Bugs: probably they won't fix bugs during the weekend, so why would you need a response during the weekend regarding a bug, probably they won't fix it anyway during the weekend.

    Maybe they should extend their FAQ pages, that's true.
     
  21. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    From what I see, visitors on landers - also don't receive any replies on weekends in their LiveChat...
     
    Last edited: May 31, 2021
  22. Crysis

    Crysis Established Member ★★★★★★★★★★

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    I can also verify they have a weekend support. I bought a domain name yesterday and I interacted with a human not a bot
     
  23. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    We are talking about LiveChat (general support), not about their transfer specialists.
     
    Last edited: May 31, 2021
  24. Crysis

    Crysis Established Member ★★★★★★★★★★

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    Yes, I interacted both with a Live Chat support (Live chart support agent replied within 7 mins) as well as a transfer specialist yesterday.
     
    Last edited: May 31, 2021
  25. Jurgen Wolf

    Jurgen Wolf Top Contributor VIP ★★★★★★★★★★

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    I have asked in LiveChat yesterday at 17:47 (Amsterdam).
    They replied today at 11:04 (Amsterdam).
    I have nothing to add, just facts.
     
    Last edited: May 31, 2021

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