NameSilo

Fixed lost domain thanks to epik team

Located in Domain Marketplace Reviews, started by gipson, Jun 26, 2019

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3,905

  1. Haris

    Haris Best Domainer Of The End-Times VIP

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    @Rob Monster A lot of emails I receive from Epik land in my junk folder so maybe that's why @gipson feels he didn't receive any emails.
     
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  2. Ollie3000

    Ollie3000 Top Contributor VIP

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    Quality customer service here @Rob Monster

    Very Impressed!
     
  3. Spex

    Spex Established Member

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    Great thread, bad title.

    I, for one, will walk away educated after reading this and will be checking all my BINs asap
     
  4. Rob Monster

    Rob Monster CEO, Epik Epik.com Staff PRO VIP Gold Account

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    You and I might not agree on all topics at NamePros, but you are correct on this point -- we do our best to fix industry problems to the extent that we are in a unique position to help.

    While you know that I have a Christian worldview, the idea of doing right by others is universally agreed across the major faiths, as well as among enlightened people in the secular world.

    upload_2019-6-26_7-17-56.png
     
  5. xynames

    xynames XYNames.com PRO VIP

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    Where we get into the gray area, and let's hope this isn't tested in the future, is if OP had erroneously entered say, $250. Would that qualify for the "too good to be true" reversal?
     
  6. Rob Monster

    Rob Monster CEO, Epik Epik.com Staff PRO VIP Gold Account

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    The error policy is a tough one. It is invoked pretty rarely.

    We invoked it here because the clerical error is obvious here in the "25.888" pricing. So the usability error is arguably in the software, which is why we'll take this one and are adding error trapping to prevent such incidents.

    The other time we invoked it in 2019 were:

    1. A customer abused the expiry cycle, by waiting until day 43 to transfer domains out of Epik. We had sent domains to Snapnames on day 36 of expiry, and so a bunch of Snapnames auctions got unwound. We plugged that gap too. The auth code changes on day 35.

    2. A customer had listed Course.net for $1895 -- it was a domain that they had deleted, and which we restored without restore fee. In the restore price, the default BIN price had not been removed, and so someone came along and bought it. As we often do courtesy restores, we closed that loophole too.

    The codebase of Epik.com is increasingly vast. BitMitigate.com and Sybil.Li also added both tech and talent as well as sophisticated customers that have addressed problems that most domainers don't think about on a daily basis but ultimately helps them.
     
  7. MSN-Domains

    MSN-Domains Top Contributor PRO VIP

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    Transferring into Epik.com this week. Anybody who takes a interview on a vineyard is my kind of man.
     
  8. Rob Monster

    Rob Monster CEO, Epik Epik.com Staff PRO VIP Gold Account

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    Although the lighting was not great for that interview, it was too nice a day to not do that one outside.
     
  9. DomainRecap

    DomainRecap Top Contributor VIP

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    Seriously, kudos to Rob for standing up for this one, and in an incredibly quick and efficient manner.
     
  10. carob

    carob Top Contributor VIP ★★★★★★★★★★

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    Some platforms do not accept figures with punctuation, so confusion about decimals and commas is prevented.
     
  11. Rob Monster

    Rob Monster CEO, Epik Epik.com Staff PRO VIP Gold Account

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    Yup, we added error trapping for this case in the last hour:

    upload_2019-6-26_7-44-55.png

    Epik engineers just do it.
     
  12. Bernard Wright

    Bernard Wright Established Member

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    I just woke up. I’m in the same time zone as Rob, and his first post was at 6:29 AM. So, he was on the case by 6ish. *** I’ve edited out a snarky remark here. But I would like to point out that Rob has responded to a very serious accusation against Epik an a professional manner.

    I’ll echo that the thread title could use a revision.
     
    Last edited: Jun 26, 2019
  13. Bob Hawkes

    Bob Hawkes Top Member NameTalent VIP Gold Account Trusted Blogger

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    What an incredible response from @Rob Monster at Epik. I hope the OP appreciates how this goes well beyond any reasonable expectation given the facts of the case.

    I know we do not all read TOS as carefully as we should, but this is important information:
    I would like to agree with @xynames that we have way too many threads with sensationalistic titles made in haste before the facts are known or the company or individual has a chance to respond.

    While it is wonderful this worked out, we should all be vigilant when entering data and in promptly checking our email confirmations.

    Thanks once more, Rob, for a response that is a model for our community, and delivered incredibly fast.

    Bob
     
  14. gipson

    gipson Next Domain Market VIP

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    @Rob Monster Thank you very much for your call and your prompt help to recover my domain.

    59349318.jpg
     
  15. gipson

    gipson Next Domain Market VIP

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    is just sensationalistic titles just because it's not your domain.
     
  16. gipson

    gipson Next Domain Market VIP

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    i get 1490 email since Feb 2019 .. none is from Epik.

    Screenshot_18.png
     
  17. karmaco

    karmaco Top Contributor VIP

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    Not true. You posted a defamatory title that appears on Google and Rob has been nothing but a gentleman. How about an apology to Epik when this was your clerical error. Leave @Bob Hawkes out of this.
     
  18. gipson

    gipson Next Domain Market VIP

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    the title is according to my information, i have no idea about ) , or . and certainly non about that Sedo MLS, you have no right to tell me anything about how to react to a loss.

    On the other hand, the apologies were given to Epik by phone.since they certainly have done an incredible job.
     
  19. Mister Funsky

    Mister Funsky Top Contributor VIP

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    After having a domain taken from me many years ago by daddy (domain had been in my account for quite a while-I may start a thread here one day with the details) I began the search for a new primary registrar.

    Although I had heard of Epik, I never checked them out but one day when looking for the support phone number for another company, I came across the one for Epik and decided to call. I got Rob on the phone (didn't know he was the main man) and as soon as he told me privacy was free, I immediately opened my account (while we were speaking) and started moving names from daddy. Still moving domains into Epik as well as hand regging random gems that drop...many hundreds of domains are there now.

    Rob is awesome!
     
    Last edited: Jun 26, 2019
  20. Grilled

    Grilled Black Lives Matter VIP

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    With all due respect, and strictly speaking to the 1490 figure, What happens when you use your email internal search for text strings such as epik, or the domain itself?

    I know how easy it is to let an important email fall through the cracks. But sometimes upon using the search tool, I can locate a "missing email" that may or may not have been mistakenly overlooked, or somehow found its way to a different folder unbeknownst to me. Then of course are the emails that are eaten up by the spam folder, and will auto delete in a certain amount of time. Not sure the case here, but either way it sounds like you have some troubleshooting to do, and if it turns out the epik emails are in fact being sent to spam, it might be best for you to create a manual exception prohibiting epik emails from being designated as spam.

    In any event, glad too see everything worked out here.
     
    Last edited: Jun 26, 2019
  21. gipson

    gipson Next Domain Market VIP

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    i have not spam folder. i send all spam and deleted to the same folder.

    Screenshot_19.png
     
  22. Rob Monster

    Rob Monster CEO, Epik Epik.com Staff PRO VIP Gold Account

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    Well, you are right on that one. Our engineers confirm that your email address was failing:

    [email protected] [email protected] Your Domains have been updated Email address is on system-wide email address block list: "[email protected]" 6/26/2019 9:32:00 AM
    [email protected] [email protected] Domain FulFillment Confirmation Email address is on system-wide email address block list: "[email protected]" 6/26/2019 9:15:00 AM
    [email protected] [email protected] Confirmation for Epik Marketplace listing of hherbal.com Email address is on system-wide email address block list: "[email protected]" 6/26/2019 7:37:00 AM
    [email protected] [email protected] Domain toolsco.com was purchased Email address is on system-wide email address block list: "[email protected]" 6/19/2019 11:18:00 PM
    [email protected] [email protected] Your Domains have been updated Email address is on system-wide email address block list: "[email protected]" 6/18/2019 11:16:00 AM

    We are asking the SMTP vendor, Jango Mail, why they banned your email address. Here is the overview of how someone's email gets on a ban list:

    https://jangomail.zendesk.com/hc/en-us/articles/115000712187

    Our support team did begin calling customers when their email address is placed on a ban list. It is pretty rare. It might be that XFINI.com is too close to XFINITY.com and someone took action against you.

    Check this tool:

    https://mxtoolbox.com/SuperTool.aspx?action=mx:xfini.com&run=toolpage

    upload_2019-6-26_8-37-35.png

    Anyway, check your email server and host records. You might be missing other emails. Based on the block listing, I am pretty sure you are. We do offer very private good email product if you want to try it:

    https://www.epik.com/hosting/email/
     
  23. Dave

    Dave Top Contributor VIP ★★★★★★★★★★

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    @Rob Monster That was fantastic world class customer support! Kudos to you.
     
  24. frank-germany

    frank-germany domainer since 2001 / musician VIP

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    @Rob Monster

    when you have international customers
    the best way I can come up with
    to avoid this confusion
    is to disallow "." or "," in a domain price


    here is a simple fix
    $price = str_ireplace(",", "", $price);
    $price = str_ireplace(".", "", $price);


    -edited-
     
    Last edited: Jun 26, 2019
  25. frank-germany

    frank-germany domainer since 2001 / musician VIP

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    really Christ in every thread?
     

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