interviews Escrow.com's GM, Jackson Elsegood Chats With Us About the New Domain Concierge Service & More.

[Angela St. Julien]

This week we were able to respond to all the excitement that came after the press release announcing Escrow.com’s launch of a new Domain Concierge Service, by speaking to the source. Jackson Elsegood, General Manager over at Escrow.com joined us for a chat.

Jackson has been busy setting the wheels in motion to improve their user experience.

Trust is the keystone on which Escrow.com’s services and reputation was built, and it is clear from the passionate way Jackson speaks of their planning meetings, that their goal is to continue to improve their services by offering more, while keeping the foundation of trust firmly in place.

Watch below to learn more about the new Domain Concierge Service and other new features and services that may be offered in the near future.

Check here for full text.

 

[Embrand]

Well, he could also improve user experience by responding to his customers' complaints. I emailed him following a terrible experience with Escrow.com, but never got a reply.

The fact is that your money CAN get lost at Escrow.com. Here is the story for those that are interested:

I recently agreed to buy a domain from another - very high-profile - NP member. It was a $10K+ transaction, so quite a lot of money at stake.

I have been using Escrow.com for years without problems, so when I sent the wire transfer from my bank (outside the US), I expected it to arrive within 2-3 business days as usual.

When Escrow.com didn't confirm receipt of the wire, I asked them to check. They still insisted the money hadn't arrived. My bank said the money had left my account without problems, so I found it strange.

More days passed, and in the end Escrow.com cancelled the transaction due to "timeout". Besides of course being very worried about where my money was, I was also afraid that the seller would not believe me and warn others against dealing with me.

Escrow.com didn't seem interested in looking into the matter at all, so I had to ask my bank to do a thorough international investigation. This cost me a hefty fee. About a week later, they confirmed that Escrow.com had in fact received the money in their bank account just two days after I sent it!

Needless to say, I immediately contacted Escrow.com and included their own bank's transaction number. Instead of getting a personalized response or explanation, they simply "re-initiated" the transaction and confirmed receipt of payment - almost a month after the money had arrived.

Thankfully, seller still went through with the deal, and he has been great - very patient and understanding. But I am very disappointed that Escrow.com didn't give me any explanation whatsoever or at least an apology for their mistake that cost me both money, time and risk of losing credibility.

So I feel I have to inform others that money can indeed disappear at Escrow.com. I am sure it doesn't happen often, but if it does, it is entirely up to you to do the hard work of proving them wrong.

 

[nvdomains]

@oneventures...thank you for sharing. I have faced small problems but yours is a very bad experience.

 

[NickSE]

@oneventures - thanks you sharing, that's a horrible story and alarming to say the least!

 

[Embrand]

Just in case someone asks since it seems I cannot edit the post anymore: In the wire transfer message, I included not only the two transaction IDs that Escrow.com require, but also the domain in question. So that is certainly not a factor. And just a few days after the wire was sent, I sent Escrow.com a copy of the wire transfer receipt where they could easily check that all the bank details were correct.

 

[S-B]

Well, he could also improve user experience by responding to his customers' complaints. I emailed him following a terrible experience with Escrow.com, but never got a reply.

The fact is that your money CAN get lost at Escrow.com. Here is the story for those that are interested:

I recently agreed to buy a domain from another - very high-profile - NP member. It was a $10K+ transaction, so quite a lot of money at stake.

I have been using Escrow.com for years without problems, so when I sent the wire transfer from my bank (outside the US), I expected it to arrive within 2-3 business days as usual.

When Escrow.com didn't confirm receipt of the wire, I asked them to check. They still insisted the money hadn't arrived. My bank said the money had left my account without problems, so I found it strange.

More days passed, and in the end Escrow.com cancelled the transaction due to "timeout". Besides of course being very worried about where my money was, I was also afraid that the seller would not believe me and warn others against dealing with me.

Escrow.com didn't seem interested in looking into the matter at all, so I had to ask my bank to do a thorough international investigation. This cost me a hefty fee. About a week later, they confirmed that Escrow.com had in fact received the money in their bank account just two days after I sent it!

Needless to say, I immediately contacted Escrow.com and included their own bank's transaction number. Instead of getting a personalized response or explanation, they simply "re-initiated" the transaction and confirmed receipt of payment - almost a month after the money had arrived.

Thankfully, seller still went through with the deal, and he has been great - very patient and understanding. But I am very disappointed that Escrow.com didn't give me any explanation whatsoever or at least an apology for their mistake that cost me both money, time and risk of losing credibility.

So I feel I have to inform others that money can indeed disappear at Escrow.com. I am sure it doesn't happen often, but if it does, it is entirely up to you to do the hard work of proving them wrong.

Just in case someone asks since it seems I cannot edit the post anymore: In the wire transfer message, I included not only the two transaction IDs that Escrow.com require, but also the domain in question. So that is certainly not a factor. And just a few days after the wire was sent, I sent Escrow.com a copy of the wire transfer receipt where they could easily check that all the bank details were correct.

General support is terrible in my opinion. However, their managers are very responsive and extremely helpful.

 

[Embrand]

General support is terrible in my opinion. However, their managers are very responsive and extremely helpful.

Yes, that was my understanding as well. That is why it is disappointing not getting any explanation from neither general support nor management.

 

[Mauli Fry]

@oneventures - I am so sorry to hear about your experience with us. I am going to contact you privately so I can look into your transaction further and follow up with details so you and I better understand what occurred. We strive to make every transaction seamlessly smooth, and a thorough understanding of your transaction will help us continue to improve our services.

 

[S-B]

@oneventures - I am so sorry to hear about your experience with us. I am going to contact you privately so I can look into your transaction further and follow up with details so you and I better understand what occurred. We strive to make every transaction seamlessly smooth, and a thorough understanding of your transaction will help us continue to improve our services.

Mauli is wonderful. I've had the pleasure of working through some issues with her.

You're in good hands.

 

[Angela St. Julien]

@oneventures, I hate that you had to experience this. I'm sure it had to be frustrating to say the least! I'll you this Mauli is really good a what she does. She has helped me on many occasions. I'll agree with @Shane Bellone here in the regard that you are in good hands.

I hope you two are able to figure out what happened. It is true that hearing the feedback of your customers, good or bad, can help company's improve.

@Mauli Fry, thanks for taking the time to check out the thread and your reply!

 

[Embrand]

@oneventures, I hate that you had to experience this. I'm sure it had to be frustrating to say the least! I'll you this Mauli is really good a what she does. She has helped me on many occasions. I'll agree with @Shane Bellone here in the regard that you are in good hands.

I hope you two are able to figure out what happened. It is true that hearing the feedback of your customers, good or bad, can help company's improve.

@Mauli Fry, thanks for taking the time to check out the thread and your reply!

Yes, Mauli is looking into it and I appreciate her taking action.

 

[Embrand]

UPDATE: Mauli of Escrow.com has already found out what went wrong with my transaction. It was a human error on their part.

I am happy that Escrow.com has taken the issue very seriously, and that I finally got the explanation I was looking for.