Moniker Customer Service Problems!!!

[DotWeekly]

I know there are several Moniker Reps here and I had read several other threads in the past, with no replies to emails and phone calls etc......

This is getting OLD, really fast.... I had heard only praise about Moniker from just about everybody here. I do like there "Services" but the customer service is :td: I don't get it! I send them an email once in a great while. to [email protected] or my reps email and Never get a reply. The Spam Folder trick is kind of old, and this should not be the case. I have been a customer since 2006, so I would think my email is in the system.

So last week, I decided I would have to give them a call with my question.

I left a Message (since there is never anybody available) with Victor on either Wed or Thursday last week about an affiliate question. He was the one I was told to talk to about it. So I left the message.

It's now Monday morning, so I call my rep Don L and he is not answering his phone, so I leave a message.

I am starting to get frustrated, so I call Moniker back Monday later in the afternoon 3:45 ish CT.... Don is gone for the day, Victor's voicemail again and the lady that answers the phone has no clue.

Ahhhhhhhhhhhh

I do not understand why they can not have Live Support thru there website or something like that. You log into your account, and you can have a Live Private Message Chat with a rep, or a specialist etc.

They do not answer emails and now they do not answer voicemail.

What would you do?
Anybody else still having this issue?

 

[Spade]

I personally think you are a big baby and you complain about every company.....I think Moniker is probably just ignoring you... I would.

LoL - Just kiddin Jamie.

Yah, doesnt sound like good business to me... I hope they can answer your question and get your issue resolved.

 

[Dan]

What's your problem you're having with them?

I've never necessarily needed support from them, so they have always been good to me. I requested API access and I got it pretty quickly. They still get a :tu: from me.

With all the good praise they've been getting, more and more people are going to them. I think they just weren't ready or maybe they are more interested in their auctions.

 

[DotWeekly]

What's your problem you're having with them?

I've never necessarily needed support from them, so they have always been good to me. I requested API access and I got it pretty quickly. They still get a :tu: from me.

With all the good praise they've been getting, more and more people are going to them. I think they just weren't ready or maybe they are more interested in their auctions.

It an Affiliate problem. My numbers are not matching up!

 

[fish]

I have to say that Moniker support is definately overrated. Like the OP stated, I often see Moniker praise posted throughout the forums as well. Almost whenever I use them (which is rare) there is something wrong, whether it be a domain I registered which does not appear in my account or a domain push that doesn't work. Support responses via e-mail take days, and almost always come after the issue seems to resolve itself. I try to stick with GoDaddy, a company which has excellent customer service.

 

[fonzie_007]

Moniker does have glitches their system, usually relating to cc issues or transfer-in issues. Their email response has been slower in the recent months than it used to be. I'm guessing a large part of this is that they have been inundated with new customers and don't have the infrastructure to support the new demand. Also, I was told some staff members have been on vacation or were sick for a few days.

Note, Moniker's customer support isn't fully staffed over the weekend, so if you have an issue late Friday night, it may take until Monday for you to get an answer.

I'm not a staff member at Moniker, but these are just my experiences. Moniker certainly isn't perfect, but they are still my #1 registrar--I haven't found anyone better.

 

[xman]

I have to admit Moniker is a great place to reg. domains. However, recently I think it takes them a while to responds or at least my sales rep. I also have the same issue with my sales rep and I talk to them about changing sales rep. But other sales reps are willing to answer my questions. It could be just those few sales rep. Moniker is great but not all sales rep. are.

 

[mis_chiff]

Maybe they all had Easter weekend off :D

 

[DotWeekly]

Note, Moniker's customer support isn't fully staffed over the weekend, so if you have an issue late Friday night, it may take until Monday for you to get an answer.
QUOTE] This is understandable, but the question is, Which Monday will they get back to you! It will not be the first one :D Might be lucky if it's the second one!

So now it's Tuesday, one day short of a week that I put in a call, and 1 day after my Second Call. We will see what happens.

It's funny that no reps on Np's reply to this..........

 

[fonzie_007]

I'm not making excuses for anyone at Moniker. I don't know the situation, but if what you said is true, it goes against Moniker's reputation of the highest customer service possible. I would hope that you would hear at least something back by the second business day after you've sent in a request for assistance.

 

[DotWeekly]

I'm not making excuses for anyone at Moniker. I don't know the situation, but if what you said is true, it goes against Moniker's reputation of the highest customer service possible. I would hope that you would hear at least something back by the second business day after you've sent in a request for assistance.

Hi fonzie, I would have NO reason to lie, and I do not expect anybody to make excuses for any company. Sometimes an issue needs to be made very clear, so it can be fixed.

The problems here is that many have expressed that they have sent Emails to moniker with No Reply, or if they did get a reply, it took a very long time to get one. So one, they need to Fix this problem. I do not know if this is a Spam Folder issue, but I have heard this as an explanation from them before.

So after waiting well over a week with No Reply to the email, I decided it would be best to place a call.

So when I called on Wed or Thrus of last week, my rep was not in, so I asked who worked with the Affiliate Program. The lady said, Victor handles that. I asked to speak with Victor, and she said, he is on the Radio, so I will have to send you to his voicemail. That will be fine I said. I left Victor a message with a return phone number to contact me.

It's now Tuesday of the following week and Victor must either,still be on the radio, he forgot his password to his voicemail, his phone is in the repair shop, he had a bad accident and his fingers are bandaged and he can not push the numbers on his phone, or he had a horriable incident with his ears, and he can not put a phone to his ears, or there is a New Spam Folder on voicemail now, that I missed the memo on. These are just things that "Could" be happening and why I have not heard back. lol

 

[floatingworld]

it goes against Moniker's reputation of the highest customer service possible.

hey Fonzie!, Beware of the Spam Body-Snatchers! :cy: :cy: :cy:

 

[Charley]

What I do to avoid such problems or situations is I pm them here [NP] and give them my account id with the issue and they respond with the solution via my email. It has always helped me.

 

[techie474]

Never had a problem with Moniker's customer support, but here is my story:

4, 5 days ago I tried to add $50 via CC, My CC used to work fine on Moniker, but for the first time payment was not processing at Moniker. I tried 3, 4 times, no success.

Today, I logged into Moniker and found another $50 in the balance. I checked my online CC statement and $50 were charged yesterday. Strange I also didn't receive any order email from Moniker.

Moniker's website is also loading too slowly for me these days.

 

[faisj]

I am getting so frustrated with one transfer.
If this will go wrong I will place the complete email thread online
and show how there mistake (and they admitted it is their mistake)
could cause me loosing a domain (of my client!)
or, I have to renew it at my old registar (.tv) and then transfer it.
*Double costs.

If the account manager was aware of the problem in there system
this complete problem would not be there.

I asked today that the email thread could be forwarded to the CEO or COO
and I do hope for a constructive reply from them.

(I only have 2 domains there and only some $ xx.xx in balance.
I guess they would handle me different if they knew I own more then
2000+ domain names)

I am never angry but on the moment I am pissed as this is a domain
of a client of mine and I have no clue what to do because of there
stupid mistake.

 

[fonzie_007]

Are you trying to transfer in? If so, Moniker's system shows an error message even when a domain is being trasnferred properly and there is no error.

 

[faisj]

To give you a idea what happend:

Reply of Moniker Account manager

....

You would log into your Moniker account and click on Domains pending transfer or Domains with Moniker.

As of right now, I show Dubay.co.uk is with Moniker and *****.TV “was” pending transfer however it did receive a 2304 error message which means the domain is Locked by the registrar. You need to contact your current registrar and advise them to unlock this name so you can transfer it and make sure the EPP code they gave you is still valid. (6************)

I am going to cancel this transfer for now. Any questions let me know.

THANKS

Regards,

There support team said:

My reply:

....
I received the following email from you support team and now I don’t understand the 2304 matter anymore.

You say the transfer is going wrong but, the support team tells me it is going fine.
...

So he admitted it was a mistake. The domain was almost transferred.
But it was cancelled and started again.

Now, the fact is that the exp date fo the domain is 13 Apr 2007
thats almost the same day as the transfer would take now... due to
the account manager mistake.


I started the simple .tv transfer March 28, 2007 and today I still have
no idea what is happening after sending multiple emails and waiting
all the time for there very slow customer service.
Encountered a mistake of a "account manager" (I expected them to know
about all aspects so they can "manager their accounts")
The domain is coming close to the exp date and Moniker just tells me
"sorry for the mistake but, its your problem... Lets see what happens..."

 

[Dave_Z]

Just found a DNF post giving a hint what's going on. PM MonikerMaurie or also
mcahn with details of your issues for now.

 

[fonzie_007]

Just FYI: I sent an email to Moniker's customer support this morning and I just received a response. It took about 10 hours, which I find is a reasonable amount of time for a response.

 

[DotWeekly]

Well, just an update! I still have not heard back from my emails sent weeks ago, (and yes I do get emails about the traffic deal so it works) I still have not heard back from my voicemail to Victor last week Wed or Thurs. and my call to my rep Don L was not returned as well................