Dotster problem and .... anyone has a contact ?

[euro_guy]

hey guys,

great forum and good to be here

I'll start with describing my problem.

I'm a loyal Dotster customer since 6 years or so.
Right now my email Dotster has on file for me stopped working properly (it is not receiving the automatic emails from dotster) so i tried to change it, but (i guess: because i have the special antihijacking, Namesafe feature for some domains) i cant execute any account changes without confirming them in a link coming to an old email.

so basically if my email stopped working, and i want to update it, then I need to confirm the change by clicking a link that should arrive to old email (which is not working)... heh what a paradox

so i called them, they said "send copy of ID etc and we wil solve it".... ok, i sent a fax, they contacted me at my new email saying my email has been changed.... and that i'll get a seperate email to confirm the change.. but i didnt get the seperate one, i assume the seperate one still came to my old adress, which is not working..... So I emailed them explaining the problem once more in much details and received a BS answer that my email has been changed and I'll receive the seperate email again.


But guess what? nothing has been changed! when I login to Dotster I still see old email. Basically, I can even change it on my own, but when I logg out and login again, I still see the old email, because the change needs to be confirmed by an email before it is executed.

I faxed them my ID to make them change it for me without having the need to verify the change thru my old not working email, because it is impossible, heh.

It's surprisingly hard to explain such a basic issue to them.

I guess I'll have to call them again (which sucks, Im from Europe and as crazy as it sounds, I don't talk English as good as i write, not to mention the cost of caling the US is quite significant as well) but I wonder if anyone has perhaps some higher -level Dotster contact? or any suggestions for me?

Don't get this wrong, I have been with Dotster for around 6 years and i have always recommended them to webmasters/domainers on other forums.

But this current experience is quite frustrating.

 

[weblord]

tell them to login to your account for them to see it themselves, usually they escalate issues to a higher up when it concerns updating old account email with new one, have you tried their chat system?

 

[euro_guy]

tell them to login to your account for them to see it themselves, usually they escalate issues to a higher up when it concerns updating old account email with new one, have you tried their chat system?

well I was quite clear to them, what sucks though is that their replies via e-mail weren't really helpful, they were missing the point, even though I was as precise as I could.

regarding live chat, it says:

Live Chat Support
Live chat is available Monday through Friday from 7:00 AM to 5:00 PM (PST) for domain registration questions.

so I'm not sure if they'd be able to assist me there.
Unfortunately via e-mail they were totally missing the point (very strange, heh, you don't need to be a rocket scientist to understand my problem) so I guess I'll have to call them again....

but if someone has a direct contact to a higher up, it'd be appreciated :tu:
please PM me in that case or post here

I'll try contributing to this forum in future as well

 

[weblord]

yeah they have canned responses it's what they give you, but if you repeat yourself to them and give them a hard time they usually escalate. good luck, hence one of the reasons i've transferred out of them.

 

[accent]

Ask to speak to the supervisor. If that person is still thick, ask to speak to their supervisor.

 

[euro_guy]

hey, just an update, problem SOLVED

after calling, faxing and two emails i finally tried the "live chat support" feature, talked 45 mins to a sales rep and the problem has been solved.

Unfortunately, it wasn't such a pleasant experience, the woman didn't understand the problem either, eg. after 30 minutes of the conversation, she was thinking that I want to change the password, even though in first sentence I said that I want to change the email, heh....

or she said "please send me a fax" even though i said clearly that the fax has arrived to them two days ago and after the receipt of the fax someone from them already contacted me claiming the problem has been solved.

anyway, how did she solve it? Basically she changed the email and REMOVED all "name safe" features permanently ! I was always buying "name safe" as an additional protection for some of my premium domains .. for years.. and now she just removed them permanently and said she doesnt recommend using it in future, heh.

anyway, at least my email adress has been changed.

speaking about Dotster and NameSafe, are you guys using that feature? does it make any sense to use it at all?

 

[onewordonly]

Good to hear you got your issue fixed up. I personally have never used NameSafe.