Moniker customer support--no response.

[fonzie_007]

I've been a big fan of Moniker, as many established members of this forum can attest to; however, I am stunned by the lack of response from Moniker's customer support lately.

I emailed customer support on 10/8--no response.
I left a VM on 10/13---still no response.

What's frustrating is that I've got 500+ domains with them and you would think an individual with that many domains would at least get a response...

Anyone else had similar experiences lately?

 

[sdtrader]

I think that is a ridiculous thing to say. If you want a name, transferring it elsewhere is always an option.

That is the point.I am currently in need of support due to difficulties encountered transfering a domain!
I prefer to avoid these very time consuming transfers as I am sure anyone exchanging numerous domains daily can concur. Not worth the hassle.
There are other disadvantages as well such as completing a deal over several days as opposed to a few minutes when pushing accounts.This is why you see domain wanted posts where people specify which registrar the domain is situated.

 

[floatingworld]

I just don't think it is on for some to say 'phone this person or that person' to get service. Firstly many domainers don't live in the US and making phone calls is time consuming, and secondly it is not professional except in an emergency or is convenient. The minimum expected of a good registrar is that they acknowledge emailed problems within 24 hours and sort them out within 48 hours thank you very much. GD take a lot of stick but responded last week to a problem notified by me in half the time indicated above. Other registrars have to do better if they wish to keep their customers and not just the occasional star appearance at namepros to address their subjects.

 

[onewordonly]

I have only one domain with them and I have to agree that their customer support is the worst I have ever witnessed (besides registerfly before they were exposed) - they do seem to have everything else looking fine but quite frankly their support is a joke, I sent an email to my personal support rep about 2 weeks ago, guess what? no reply yet lol, im just glad it is not really that urgent!

 

[DJ]

my last contact with support was back in august but i was quite happy about their reply i have to say. response was not within an hourly timeframe, but within 24 hours i always got a decent reply (vs godaddy for example, who seem to be sending standard template mails in my opinion).

i have to agree on the price increase though, seems like moniker is indeed taking that extra profit margin ...

 

[HBK216]

I just don't think it is on for some to say 'phone this person or that person' to get service. Firstly many domainers don't live in the US and making phone calls is time consuming, and secondly it is not professional except in an emergency or is convenient. The minimum expected of a good registrar is that they acknowledge emailed problems within 24 hours and sort them out within 48 hours thank you very much. GD take a lot of stick but responded last week to a problem notified by me in half the time indicated above. Other registrars have to do better if they wish to keep their customers and not just the occasional star appearance at namepros to address their subjects.

& that is supposed to be Moniker's problem? I would venture a guess that the majority of domain professionals are based in the U.S. As far as phone contact not being professional & time consuming, I strongly disagree.

So should I believe that contacting someone by e-mail & waiting 24-48 hours is more professional & less time consuming as to speaking with someone live & more times than not having it taken care of within a short time period?

I guess I missed the memo.

 

[Carlton]

I'm still with GoDaddy. They are not perfect. But I've honestly not found anyone who out does them. My portfolio is safe there. I get decent prices. Customer service is fair to very good, and my account rep always responds. Email and telephone support is very fast. No one has come close to surpassing them up to this point. I'm always looking, but I'm still there after 7 years.

 

[floatingworld]

& that is supposed to be Moniker's problem? I would venture a guess that the majority of domain professionals are based in the U.S. As far as phone contact not being professional & time consuming, I strongly disagree.

So should I believe that contacting someone by e-mail & waiting 24-48 hours is more professional & less time consuming as to speaking with someone live & more times than not having it taken care of within a short time period?

I guess I missed the memo.

....I think you missed Global Economy 101.

 

[npcomplete]

I use fabulous *almost* exclusively as a registrar. I have never had a problem on the registrar end, so I can't speak to support with registrar problems. However, I do use them to monetize a large number of domains and the support for monetization is absolutely incredible. Another thing to consider is that fab only registers .com, .net, .org, and .info, although they just recently started allowing people to monetize other extensions (I have a .tv that I monetize through fab). Here is the pricing structure at fab:

.com $7.15
.net $5.15
.org $6.95
.info $6.95

I am not sure if that applies to all accounts (I have over 1000 domains). Enom is good too, and I can always get them on the phone without problems, although they are much more expensive than fab. Actually I use bulk.enom.com instead of enom, which is for larger portfolios and has better pricing I believe than enom regular. I use Enom for .mobi, .tv, .us, and other odds and ends. I also use godaddy and that registrar that snap uses when you win a snap bid. Not a big fan of the godaddy or snap registrar, mainly because of the interface issue. I do use them for things outside the fab set of 4 tld's (com,net,org,info).

If you have a large number of very high quality domains, I would begin by contacting them and asking them to consider your portfolio for premium monetization service. As your domains come near expiration, then begin transferring them to fab. That way you get the best monetization service around while your domains are with the other registrars... and then some of the lowest prices in the industry once you switch.

Although I have several domains in Miami TRAFFIC, I have never used Moniker as a registrar. My account rep at Moniker says they are SWAMPED around auction time so that may explain part of the support problem. I have transferred names into Moniker without problems, but only those names that are going to escrow.

Regards,
Marc

 

[DNWizardX9]

been a few days and i haven't heard back from moniker either

 

[seeker]

....I think you missed Global Economy 101.

he definitely seems to have missed that one..

 

[advaita]

I registered one domain with Moniker, but never again, they just can't be bothered answering e-mails.

 

[E-Thunder]

4 days, 3 emails, no reply...

 

[jido]

I would like to talk about my experience. I was not able to log into my Moniker account. Before I found that it was not working too well, but at that time it was not working at all. No explanation from Moniker. I e-mailed them and received no answer.

Then, I wrote to them again, telling that my situation was still problematic and including a link to this thread. I soon received a reply from Moniker with apologies and the follow-up below:

Thanks for contacting us about your account

Moniker has recently instituted new policies and procedures due to the large amount of online fraud in our industry, and we certainly apologize for any inconvenience or frustration this may cause. As the most secure registrar in the world, we would appreciate your understanding that this is necessary to keep our systems secure.

Your account was temporarily suspended because it was not assigned to a sales rep.

We are now assigning all of our clients a sales rep, and reactivated your account. Your rep's information is listed below.

I have since validated your account and have assigned you a sales representative. Your Rep’s name is Don Lyons; [email protected] His direct phone number is xxxxxxxxxxxxx.


Regards,

Carla
Moniker Support

So I would recommend to keep trying to contact them, and point to this thread if needed to prompt a response. Personally I am satisfied at the moment and will see how things pan out in the future.

 

[John Mauriello]

Every single client is assigned an account executive here at Moniker to help you with your needs and strategies for domain names. Your AE can usually help you navigate the issues concerning why your account is locked down -it is normally an issue of fraud prevention. Please make sure to contact your rep at Moniker. If you are not sure who your rep is email [email protected] with your account number and ask for your reps contact details.
Regards,
John Mauriello
[email protected]
954-861-3536
800-688-6311 Ext. 3536
FAX: 954-984-0209
ICQ: 341620056 AIM: monikermaurie
MSN: [email protected]


"Moniker is the first and only provider of Domain Asset Management"

In this case please email [email protected] and ask who you acccount executive is.

I would like to talk about my experience. I was not able to log into my Moniker account. Before I found that it was not working too well, but at that time it was not working at all. No explanation from Moniker. I e-mailed them and received no answer.

Then, I wrote to them again, telling that my situation was still problematic and including a link to this thread. I soon received a reply from Moniker with apologies and the follow-up below:


So I would recommend to keep trying to contact them, and point to this thread if needed to prompt a response. Personally I am satisfied at the moment and will see how things pan out in the future.

 

[HBK216]

....I think you missed Global Economy 101.

I think you missed the concept of basic common sense approaches to handling your business.

 

[sashas]

My domains are scattered all over the place. But I'll say one thing, GoDaddy has the best support of all of them. Moniker doesn't even reply to my emails. But with GoDaddy, I get a response in 2 hours, and when I call them, they actually show on their website how long the wait will be.

I hate GD's interface and the long long checkout, but you gotta admit, its got the best customer support. Probably thats why GD has an Alexa rank of 340, while Moniker has 10,445

And perhaps most importantly, GD has Amanda Beard and Danica.. :hehe:

 

[sdtrader]

The difference I find is that godaddy periodically calls me at home basically just to ask how things are going and if I need anything-no sales pitch.They called last night.Would be nice though if it was Danicka or Amanda calling.
I did call Moniker once and the person did not seem to enthusiastic to hear from me.
Registerfly sends me emails every once in a while reminding me to renew domains I no longer have with them.
Moniker usually does not reply to my emails.

 

[Gerrit]

But no other registrar manually verifies all outgoing transfers. That extra security alone is enough for me to give Moniker the benefit of the doubt. I had a few times a problem with emailing their support but I was advised to email their CEO Monte directly and that usually issues of "no response" are solved quite rapidly.

Moniker is not perfect but that extra attention to security against theft does the trick for me. If another registrar (even if it's a more pricy one) has equally strong security features I'd be curious to give them a try, but so far Moniker is the only registrar I came across that puts security first in such a strong way.

 

[lzy]

Okay, this totally made me laugh.

I sent an e-mail to [email protected] on 21 October, no reply.

I found this thread and decided to send the exact same e-mail directly to Monte. He got back to me on the same day and got my account exec to help with my transfer (he didn't get back to me initially either).

My account exec wasn't exactly too helpful so I asked Monte to update me on the status of the transfer and got a reply from my account exec promptly.

Finally managed to resolve all my issues 2 days ago.

And the funny thing is;

I just got an e-mail from [email protected] this morning asking me if I still wanted to initiate that particular transfer. 20 days after I sent the first e-mail. Blah.

Anyway, I'll still stick with Moniker as long as Monte is around.

 

[Pred]

yep agree. 2 people keep Moniker going.
Monte and Glenda.
The reps however are a joke and if they keep ignoring me , they better get ready :imho:

check on dnf for example when the last time those jokers actually checked into the forum. Don, 6 weeks ago.
sent a few emails and they're getting ignored., i have huge respect for Monte and Glenda (who holds the place together :sold: ) but even a huge Moniker fan like me is getting a little pissed off just lately.