Moniker Customer Service?

[Work In Progress]

What was once a well respected registrar in my book has eroded to nothing more than a corporate entity that cares nothing of it's customer base.

Now, I'm sure that's not true of those who hold potential 7 figure domains, but for us "little guys", it seems we're disposable commodities.

Here's a run down of my latest cry for help. I simply just asked for a new rep. Maybe someone who would contact me? My assigned rep, Keith Soifer, simply does not contact me unless I contact him first. I have missed several auction submittals because of this fact. The last email I received from him was a form email sent to everyone on October 30, 2007.

Thanks to NP, I saw submissions for Orlando were coming up. I submitted my names to him on March 5, 2008. No response. For all I know, my submissions went straight to the trash without being opened. I'll never know. Quite frustrating, actually. The past two TRAFFIC auctions, I had names in (with one being sold). But now, I get totally ignored.

What did I do next? I PMed Monte on 5-11-08 with my dilemma. I thought I might open up his eyes to the lack of customer service his reps are giving. His response was:

This sounds strange to me as Keith is a good Account Exec and on the ball. I will forward your PM to our VP of Sales and Client Services and let him address this with you. his name is Victor Pitts - [email protected]

My thoughts were, if Keith is a good account rep, I'd hate to have a bad one....
I waited for a response from Mr Pitts.....

nothing....

I again took the initiative and emailed Mr Pitts myself. On May 15th. Here it is, May 28th, and I have yet to here back from him. This is the VP of Sales and Client Services?

I'm going to guess if a big client contacted Moniker, they'd get a response.

Now, to me, this is clearly a sign that Moniker no loner wants my business. It's a shame, as with all of the old positive posts on NP about their great service and system, I was considering transferring the majority of my names to them. As of now though, I'll be doing taking the few I have out when they come due. I'm not going to continue to support a company that clearly doesn't want my business.

I don't know if I'm alone on this, but something tells me I'm not. I'm not a complainer, by nature. But right is right, and wrong is wrong. I felt it was high time this is brought to light.

The bottom line is, I'm very sorry to see this happen. My rep was never "on the ball"....he never kept me informed (unless I asked for updates). I simply wanted a rep who would actually put me on a mailing list. Too bad they just don't care. Loosing me will not hurt Moniker one bit. But I can't see too many more sticking around as well if they've had similar experiences.

Let me know if I'm alone!
Thanks,
Mark

 

[Kate]

I always have the feeling a lot of E-mail correspondence is lost between Moniker and clients. Antispam ?

 

[Rebel-Man]

removed, PM sent instead

 

[Work In Progress]

I always have the feeling a lot of E-mail correspondence is lost between Moniker and clients. Antispam ?

Who knows? You could be right. If this is the case, you would think it would be addressed, wouldn't you? In my case, my rep could have simply added my address to a mailing list of some sort, but that obviously didn't happen.
GoDaddy, Whiz, Answerable, Registermatrix....they all get my emails and even correspond back. GoDaddy will even call me every now and then (and I don't have a "rep" there.

I didn't add that I worked in sales / customer service for years. I'm not whining about this for no good reason. I'm just dumbfounded by the "we don't seem to care about your business" attitude I've received.

Am I alone on this?

 

[tricolorro]

Who knows? You could be right. If this is the case, you would think it would be addressed, wouldn't you? In my case, my rep could have simply added my address to a mailing list of some sort, but that obviously didn't happen.
GoDaddy, Whiz, Answerable, Registermatrix....they all get my emails and even correspond back. GoDaddy will even call me every now and then (and I don't have a "rep" there.

I didn't add that I worked in sales / customer service for years. I'm not whining about this for no good reason. I'm just dumbfounded by the "we don't seem to care about your business" attitude I've received.

Am I alone on this?

"Am I alone on this?"

No, it's been a problem with Moniker and many of their Account Reps for sometime now...unfortunately.

There are other threads about this on this and other forms.

Patrick

 

[Kate]

Does Moniker have a ticket support system yet ?