Name.com support - FAIL

[gingerbreadweb]

I registered a domain at Name.com recently but, after choosing to pay by Paypal and sending payment successfully, I was returned to the Name.com website to find a whole page of random code errors, followed by a statement at the bottom telling me that my order had failed and that I should contact Name.com support. To cut a long story short, I had been charged but the domain had not been registered.

I e-mailed Name.com support on the e-mail address they specified and received no response for several days. So I e-mailed them again and asked what was going on, then they replied 24 hours later - here is where they really fail. To summarise what the e-mail said, here are the two key points:

Your registration failed because of a connectivity issue we are experiencing with the .me registry.

...followed by...

The best way to register your new .me domains is to add credit to your Name.com account using PayPal and then use that credit to register your .me domains.

So the reason my domain registration failed was due to a connectivity issue between Name.com and the .ME domain registry - and the way to fix this is to upload funds to my account from Paypal? Genius!

Incidentally, although they have now refunded my Paypal payment, they have not provided an apology. Very disappointing.

 

[coltter]

i hold several domains at Name.com, no problem for me, maybe it's a special case.

 

[gingerbreadweb]

i hold several domains at Name.com, no problem for me, maybe it's a special case.

Yeah I already have a few domains with Name.com myself - some of them are .ME domains that I paid for with Paypal - and I've never had a problem with them before either. So you're probably right about it being a special case, but it's still extremely disappointing - the length of time it took me to get a response (and a refund) and the nonsense they told me when I finally did get a response.

 

[matrigaldo]

Well, the most important thing is the refund, and you have received it.. right?

Anyway, even a "sorry for the inconvenience" would be better than nothing....

 

[gingerbreadweb]

Well, the most important thing is the refund, and you have received it.. right?

Anyway, even a "sorry for the inconvenience" would be better than nothing....

Yep the refund was the most important thing - that and the fact that the domain was still available when I eventually registered it with Dynadot!

 

[RicoShay]

I've experienced the exact same issue and same response in the past. I got a refund within a few minutes and response to my query within about 15mins.

There is sometimes technical issues when they deal with .ME registrations and apparently it doesn't occur for pre-funded accounts - could be true, I don't see anything wrong with that as an excuse.

I think in the last two years or so that I've been using them, that was the only problem I had - over 200 domains registered there - so pretty happy so far.

 

[TargetNames]

The connectivity issue has been there for some time. It also happens with .uk and .in occassionally. Their response time seems slow in your case. I have had these issues with Name.com and have been pleased with their response. Of the three registrars I use: Godaddy, Name and Moniker, Name has been the best. To me, the Name control panel is the most intuitive, they offer a range of services and free privacy and free Google Apps upon registration. The connectivity issue has been their main weakness and also extends to availability search, where their query program frequently cannot access (or only partially accesses) .co.uk, .in,.me and strangely, .info.

But, in general, Name.com wins for ease of use and the best customer service with Moniker dead last. In fact, I have stopped registering names with Moniker due to their horrendous customer service.

 

[thewebhostingdir]

Yes, looks pretty strange. I have several domains with name.com but never had any problem in support too. The good thing is that you got you refund and domain from dynadot.

 

[Electric-Shadow]

name.com are owned by domainsite, what do you expect? name.com support is better than domainsite though, as they added credit to my account pretty quickly once I registered the wrong domain by accident well within 24 hours. So I cant personally fault support on name.com at least

Incedently id love to know how to add credit via paypal on name.com - i cant find the option anywhere. If anyone knows pray do tell lol

 

[RicoShay]

Incedently id love to know how to add credit via paypal on name.com - i cant find the option anywhere. If anyone knows pray do tell lol

FAQ's are usually a good place to start, have you tried this:

How Do I Purchase Account Credit? - Name.com

 

[Electric-Shadow]

You know i couldnt find the faq anywhere lol, I want to add a specific amount - enough for one reg dont want to add $25 for one name lol

+ rep comming your way for your effort though :tu:

 

[chandan]

if the registration fails with paypal then they need to void that transaction and refund will be issued. i think the billing will be handled by other support guy so that's why delay. last time it happened to me on saturday and i got refund on tuesday :D

The best way to register your new .me domains is to add credit to your Name.com account using PayPal and then use that credit to register your .me domains.

if u try to reg a name using credits and it fails it wont deduct any amount.

 

[RicoShay]

You know i couldnt find the faq anywhere lol, I want to add a specific amount - enough for one reg dont want to add $25 for one name lol

+ rep comming your way for your effort though :tu:

No probs.
Actually I dislike the minimum $25 deposit thing as well, which is why I prefer to use DynaDot for most of my hand-reg's. I use name.com mainly for my .in domains. Still, DynaDot | name.com | moniker.com are my favourite places to reg names. I have so many at GoDaddy too, but I can't stand having to bypass so much of their up-selling pages and poor ajax loading pop-ups.

 

[Electric-Shadow]

Yeah would be nice to deposite however much you like - i still use name.com for regs when i have enough in paypal though, personally namecheap are my fav (as you can deposit whatever you want there too) but a lil on the pricey side these days

 

[gingerbreadweb]

Incedently id love to know how to add credit via paypal on name.com - i cant find the option anywhere. If anyone knows pray do tell lol

For what it's worth, Name.com said:

To add credit to
your Name.com account using PayPal, please follow the instructions
below:

1. Send exact payment amount via PayPal to [email protected].
2. Email [email protected] with your PayPal receipt. (Be sure to
explain the purpose of your email. Remember: the person answering
[email protected] may not be familiar with your situation. Please
include your name.com username in your email.)
3. At this point, we will add the amount listed on your PayPal receipt
to your name.com account as credit. (You may view your account credit
by clicking the account credit link on your account home page of your
account.)
4. Now, login to your name.com account, and use your account credit
upon checking out.

 

[seven]

Who cares about an apology? You got the money.

 

[Electric-Shadow]

For what it's worth, Name.com said:

Yah thats the reply I got, two days later

got the name I wanted eventually though but not at name.com cos they were too slow so they lost a reg lol

thanks for finding that out though

 

[gingerbreadweb]

Who cares about an apology? You got the money.

I think you'll find a lot of people care about an apology when someone has messed around with their time, money and intellectual property.

 

[Electric-Shadow]

I think you'll find a lot of people care about an apology when someone has messed around with their time, money and intellectual property.

Agreed an apology goes a long way, plus its good business to apologize for any mistakes you make but he does have a point all the same, imho