.tv ENOM issues... their pricing system stinks

[ownthisdomainnow]

I have been regging my developable .tvs at enom.tv... because I want use of their tools when they come out.

But this week they advertised in their pricing guide that .tv was $24.95 or so. I went to register and got hammered for $49.00 - and I had to reg for 2 years. Should have gotten it at ChannelMe... but I thought they were the same.

It's like going into a convenience store and grabbing a 2 liter of drink. Walk up to the cashier and he says, "$1.50"... Then I remember to grab a candy bar. I go back to the other cashier and she says "$3.00 for the 2 liter".

Something is wrong ith this picture.

Then the customer service person tried to tell me that the $24.95 promotion was over a month ago. Then at the end of the conversation she said she knew it was priced the way I said yesterday.

QUINN... how can you help me out? I am thinking of switching registrars.

 

[SharonTucci]

To get the 24.95 pricing, you need to set up a new account with enom from Channelme.tv. The default with enom is for 2 years I believe. But it is 24.95.

 

[*AllThings.tv*]

You can always use moniker and get their discounted price.

 

[equity78]

ENOM.com is not ENOM.tv you can go to ENOM.tv or channelme.tv or use the moniker $27.49 follow the Moniker sticky

 

[ownthisdomainnow]

I used enom.tv... and I got ripped.

I already have an enom account... It seems to work for channelme.tv

Advise if I am wrong.

 

[equity78]

that's weird CONTACT ENOM NOT QDALY

 

[ownthisdomainnow]

Contacted enom... the woman whose name I will mention in my next post acted like it was my tough luck. I was not impressed. I asked about a refund for half of the price which would have only been $50 to ther multi...... company. She was not very helpful. She acted like she didnt care if I used moniker or godaddy.

The service was horrible. I have been domaining for years, but this was THE worst I have ever been treated.

 

[Ammudamus]

David,
Was there any resolution on this or is the default 2 years when using enom.tv?

Thanks,
A

 

[ownthisdomainnow]

No resolution, unless me overpaying is resolution.

Elida acted as if she didn't care that I felt jipped.

Hmmm... seem to be a lot of other registrars offering better rates these days.

I am sure some people don't think my issue was a big deal. And it certainly isn't "world crisis" material.

I just hate it when a company treats you like they don't care that you are their customer.

 

[htmlindex]

With Enom.tv the names are $24.95 per year, or it has been since the last time I did a reg about 2 weeks ago. When it goes to your cart, they automatically put it as a 2 year reg, so you need to change it back to 1 year so it is $24.95

 

[alex_d]

I registered a .tv name with enom.tv yesterday ( as I also wanted to be able to use the tools when released ).

Initially in the purchase page, it was set to 2 years with a price for 49.95. All I had to do was to change the year from 2 to 1, and then I bought the domain for 24.99.

Alex

 

[ownthisdomainnow]

I am going to try to talk to them one more time. It charged me $99 for 2 years.

 

[Monsterman]

What you have to do is go back to your cart and change it to 1 year. I registerd 2 names yesterday $24.95 1 year each.

 

[Dangerous Dan]

David, there's a simple answer.

Your pricing is keyed to the site on which you opened your account.

If you opened your account at eNom or eNomCentral, retail .tv pricing is $49.95. Regardless of which eNom site you log in with that same username it will always be $49.95.

My suggestion is you open a new account with a new username at eNom.tv or ChannelMe.TV to get the $24.95 pricing.

It looks like you also bought 2 .tv domains in March, each of which were $49.95.

I'm not sure why when you saw the $49.95 pricing in your cart for your latest purchase that you still went through with it instead of calling and finding out why it didn't display at the lower price ... but that was your decision.

For you to come on the boards with a wholesale indictment of our customer service seems very unfair. Feel free to PM me if you have any other questions.

 

[equity78]

Well from the sound of the conversation on the phone Customer service was not good. And Dan there are several people here with several bad experiences with ENOM Customer Service. Your pricing is very confusing to someone who is not a hardcore domainer many could make this mistake if they were at ENOM.tv maybe stating make sure you have an ENOM.tv account on the site would help people who think already having an enom account is all that's needed

 

[Dangerous Dan]

Equity, I'm in marketing - not customer service - but my take would be if the price you expect is not in the cart, don't complete the transaction. When I go to any ecommerce site and the price I expect to pay for an item doesn't show up in the cart, I don't click "buy" and then try to appeal it later.

I don't know David's tenor or tact when he called Customer Service so I can't speak for his personal experience. If he was treated badly, I apologize.

 

[deb]

thanks for your feedback dan its a lot more than we get from most companies and its a great credit to you for trying to resolve these issues.

will there be any discounted pricing on renewals?

 

[ownthisdomainnow]

D-Dan,

While I appreciate you taking the time to address my situation, the status is still that the pricing system stinks.

In other words, most reputable companies like Circuit City, etc would like for their customers to get the best possible deal.

What you are saying about the pricing being based on my initial registration sounds accurate, but not right. As a matter of fact it sounds correct and at the same time ludicrous. What company would charge a person a different ammount because of their name?

"Hello David, this item is going to be $$." [5 minutes later.] "Oh, hello Dave, that same item is now $$$$."

As far as a "wholesale indictment" of your companies customer service, I believe that phrase is a wholesale indictment of my posts. And I believe I would have to get in a long line to complain about enom's customer service. (I think companies should look at themselves when they hear negative comments regarding their service, and NOT assume that the customer called with an outrageous attitude.)

Regarding my phone call with customer support, first there was denial that the pricing was different in the "pricing" section than it was in the cart, but, the agent in the end agreed with me that I had probably seen the wrong price ($24.99) before I checked out. She just didn't seem to care, that's all. I don't make a habit of calling to get help while having a knife in my teeth. It doen't work very well. But I think it is very telling that a person who claims to be with a company would call into question a customers "possible" attitude on the phone?

You offered to answer any questions via PM. OK, why was I (a customer), not given the opportunity to purchase a product at your companies best available price?

Why does your company play a pea and shell game with accounts and pricing?

Why should a customer have to create multiple accounts to get the best price?

Why when I click on a $24.95 button, am I taken to a checkout where I pay $49.99?

Feel free to PM me the answers.

(What part of customer service says,"that was your decision"? I guess it's the arrogance of such statements that gets me.)

 

[MillersCrossing]

D-Dan,

While I appreciate you taking the time to address my situation, the status is still that the pricing system stinks.

In other words, most reputable companies like Circuit City, etc would like for their customers to get the best possible deal.

What you are saying about the pricing being based on my initial registration sounds accurate, but not right. As a matter of fact it sounds correct and at the same time ludicrous. What company would charge a person a different ammount because of their name?

"Hello David, this item is going to be $$." [5 minutes later.] "Oh, hello Dave, that same item is now $$$$."

As far as a "wholesale indictment" of your companies customer service, I believe that phrase is a wholesale indictment of my posts. And I believe I would have to get in a long line to complain about enom's customer service. (I think companies should look at themselves when they hear negative comments regarding their service, and NOT assume that the customer called with an outrageous attitude.)

Regarding my phone call with customer support, first there was denial that the pricing was different in the "pricing" section than it was in the cart, but, the agent in the end agreed with me that I had probably seen the wrong price ($24.99) before I checked out. She just didn't seem to care, that's all. I don't make a habit of calling to get help while having a knife in my teeth. It doen't work very well. But I think it is very telling that a person who claims to be with a company would call into question a customers "possible" attitude on the phone?

You offered to answer any questions via PM. OK, why was I (a customer), not given the opportunity to purchase a product at your companies best available price?

Why does your company play a pea and shell game with accounts and pricing?

Why should a customer have to create multiple accounts to get the best price?

Why when I click on a $24.95 button, am I taken to a checkout where I pay $49.99?

Feel free to PM me the answers.

(What part of customer service says,"that was your decision"? I guess it's the arrogance of such statements that gets me.)

Powerful powerful points,

Guess what stuck out for me from Dangerous Dans comments - total arrogance.......".Im with marketing, not customer service"...........Sir, as long as you represent the company you work for, your customers will always see judge you by your customer service - they will not give a rats ass which department hired you.......so if you are gonna speak up on behalf of Enom, be prepared to do so as a customer service representitive......

Now, to the heart of the issue - it does stink what happened....like you said OWNTHISDOMAINNOW, how ridiculous to base pricing policy on something like what user name you signed in with etc etc ......but it is more than ridiculous when the inevitable happens as in your case, and realised that you could have got the same reg for half price doing practically the exact same thing......and wanted to get your refund.........

Enom could have responded in two ways - look - its not our problem, you should have checked the cart before you hit the pay button, yes, you could have gotten it at half price - tough matey...which was a sentiment echoed pretty loud and clear by DDan....

Or, heavens on earth, they could have responded in the following way - dear customer of ours whom we value so much,,,,,we do apologise for what seems like such a complicated system which makes no sense at all, we certainly can see why you would get upset and we want to assure you that we appreciate your business...To this end, we will refund you the difference between Price A and Price B, because essentially there should not be two different prices in the first place, whose only difference becomes apparent depending on your user name.

Desperate Dan can come on this thread and try and butter things over by shooting the messanger, but bottom line, I speak with alot alot of people who buy their domains from Enom.TV........EVERYSINGLE ONE HAS HAD NOTHING BUT TERRIBLE FEEDBACK REGARDING ENOM.TV's CUSTOMER SERVICE.......

So, if Iwas to take an educated guess as to whom was being dealt the bad cards in this case, I would go with the starter of this thread,...........maybe someone from your MARKETING DEPARTMENT can print out this thread, walk five steps over to the CUSTOMER SERVICE DEPARTMENT cubicle and hand them the note...

 

[antonis12]

Equity, I'm in marketing - not customer service - but my take would be if the price you expect is not in the cart, don't complete the transaction. When I go to any ecommerce site and the price I expect to pay for an item doesn't show up in the cart, I don't click "buy" and then try to appeal it later.

I don't know David's tenor or tact when he called Customer Service so I can't speak for his personal experience. If he was treated badly, I apologize.

Dan,

I am rarely moved to comment on issues like this, but I have to say that your post is impressively bad. From someone who thinks he is in "marketing", this is "put it in a textbook as an example of how not to treat your customers" bad.

1. First of all, on any other e-commerce site I have been on, the choice of extension does not drive the price of the product. I would like you to name one example where that is the case (for example, a book on amazon.net costs 2x a book on amazon.com). That is an absurdly confusing model.

I understand of course that you are trying to "price differentiate" or trap unknowing consumers into paying the higher price, but I am going to guess that you don't get mass adoption at the $49.99 price point and if you are making a consumer push as Richard Rosenblatt suggests ("why use Youtube, get your channel at .tv"), you better simplify and clarify your process as soon as possible.

Sure, folks on this board will go to the trouble to figure the process, but you are not going to scale up .tv with folks like us. You need average people regging domains. Have you guys failed to learn the lesson from .com where the extension exploded as the price dropped and customer service improved?

Do you think the average consumer who you are trying to attract away from YouTube or MySpace (cost: $0.00), who does not care one hoot about domains, is ever going to come back or recommend your service after an experience like David's or an attitude like yours?

2. The complaints about poor customer service at Enom are consistent and continuous. Take some time to read this board to see that David is not alone. Far from trying to understand what happened or trying to assist with the issue, your first reaction is to accuse your customer of having a bad tone and only grudgingly apologize. Great approach - Start with "the customer is wrong".

I, so far, had not had the pleasure of customer service at Enom, but if you are the public face which means you are a senior marketing manager and are treating customers this way, I can only imagine what junior customer support folks are like.

3. Outside from your employees and shareholders, the people on this bulletin board are the ones that are most rooting for Enom and .tv to be successful.

Most companies would kill to have a base of users who obsess about its product and spend countless hours promoting it and helping each other promote.

Despite that, Enom's attitude toward us has been somewhere between neglect and disdain. If this is the best you can do for us (let alone a consumer who does not care about .tv), well, good luck with that and let us know how that approach works out for you.

I hope you and Quinn can start to realize that we are trying to help, want you to succeed and can be a resource and advocates for you.

You can start to take advantage of this by trying to having a constructive and open dialogue with us, though given that we have been trying to give this feedback for 4 months to no avail, I am not hopeful.

Warm regards,

Antonis