.tv Name.com .TV Backorders refund issues

[gr8trfoo]

Name.com no longer refunding Backorders for account credit. Just tried the other day.

sux

 

[gr8trfoo]

Still nothing.

I'm not sure how others are able to see refund invoices. I have searched every nook and crany of my account and have found no way. Unfortunately when I ask name.com about this and for specific instructions I dont even get a reply! This lack of service is a glaring anomaly for what is usually a very proactive and responsive company. I simply dont understand why they havnt gotten back to me with instructions.

I dont understand how their dev team could let the other problems exist or how it is a week later that I write about my refund money being missing and all I get is "we have escalated this and will be in touch". Cant someone manually check the accounting and see that there were or were not refunds made?

I really am glad for name.com but this situation could have been handled better. I never assumed from the get go that it was a name.com problem. For all I knew (and still know) it could have been the bank. But having them leave me in the dark doesnt make it easier to resolve.

I have noticed that some refunded backorders do in fact get credited to account credit immediately. So thats a plus. But again without a detailed accounting how can I tell which is which??? Yesterday I did 9 more refunds, 2 were credited to name.com acct immediately (which 2 i dont know) and 3 have bank refunds in process. So where are the other 4??? And why wont they respond to me???? Very frustrated and just wish this would get fixed.

---------- Post added at 04:29 PM ---------- Previous post was at 04:16 PM ----------

And how crap .TV is as an investment

I suppose the fact that I'm *refunding* backorders might tell you something more than just hearing me talk about it.

The plain fact is more domainer money has been lost in .tv than has been made. A lot more. I for one see no longer see any bona fide reason why this will change, either in the short or long term, and several good reasons why it wont.

Do I think .tv's are great names, very useful and full of brand *potential*. Hells yes!

Do I think that speculating in them in hopes of flipping for ROI will be profitable occupation? Hells no!

There will always be exceptions. Exceptional names and exceptional domainers. But by and large the average domainer is going to lose their investment in time. Not that anyone, esp domainers, ever thinks of themselves as "average". Which explains partly why so many keep throwing so much good money after bad.

That's my opinion. Whats yours?

 

[gr8trfoo]

Another day and not a peep.

 

[gr8trfoo]

....and ditto

---------- Post added at 02:40 PM ---------- Previous post was at 02:34 PM ----------

@Jimbojimbo - We've just started hearing about this problem from customers and our Director of Development is tracking the issue down. We're sorry you've had an issue and we'll try to see if we can figure out what's going on.

Paul
VP of Ops
Name.com

paul, why cant i get any reply from your people?!? this problem shouldnt be too hard to fix, i mean maybe fixing your site code or whatever might take awhile but meantime actually getting me my proper refunds shouldnt be an issue should it??? i really need this money, i expected to see it last week and its like it just dropped off the face of the world, its not in my account credit, its not in my bank, and NO ONE at name.com will even bother to send me an update or reply to my pleas of help. WTF?

please give me a hand here. this isnt right.

 

[gr8trfoo]

update- finally spoke with nick today. says he'll be looking into this right away.

 

[gr8trfoo]

earlier this morning was told it might take a "couple of hours" to resolve the issue.

so far nothin', but at least someone there is communicating.

 

[gr8trfoo]

despite contact with a real live rep a couple of days ago still no resolution. no email. no call back. still out thousands of dollars and cant pay my rent this month. thanks guys.

 

[gr8trfoo]

Name.com refund issue

I'm opening this new thread because the old one has a misleading title. The problem with name.com right now isnt just that their backorders wont refund for account credit, they arnt refunding *at all*, not most of them. Over the past 2 weeks now I've canceled over 100 standing backorders. Only 36 have been refunded back to my cc and maybe another dozen or thereabouts made it to account credit.

I notified them of this issue within days of discovering it, back on 1/31. No action, that I can tell, was actually taken back then despite their reps assuring me that they'd look into it. Its now the 11th and I've been up and down the ladder trying to get them to fix this and get me my money.

A lot of np'rs talk about how great name.com is and frankly I've been a happy customer for a long time, but this situation has grown beyond ridiculous. I'm missing almost 4 grand now, money I had ever reasonable expectaion of seeing days and days ago. After talking with a top manager their yesterday I fully expected to see something done by today but alas nothing. Now my bank account is overdrawn and I'm effectively broke till I see *something* come in. This really, really, really sucks.

Has anyone else canceled a backorder and not been properly credited? I cant believe I'm the only one. Maybe I'm just the only guy letting backorders go?

 

[gr8trfoo]

apparently the folks at name have finally started to tackle this problem. still not fully fixed, and i'm still missing thousands of dollars, however last night i was able to get enough cancelations to work that my overdrafted bank account problem was fixed.

hopefully they'll get this all resolved by the end of the week.

 

[nameaddict]

Hey folks,

Our dev team was able to find an issue that in certain situations created a condition that prevented the refund from being processed to the original payment method. This was an issue for less than a dozen customers and the issue with the refund process has been fixed.

We will be automatically issuing refunds today to the original payment method unless, for whatever reason that fails, and then the refund will be made to account credit. We don't anticipate any issues with refunds to the original payment method unless something has changed with the card or PayPal account since the order was placed. The refunded amount may take up to a few days to show on a customer's credit card depending on how their bank handles these types of transactions.

We apologize for the inconvenience this has caused some of you.

Paul

 

[GoneWalkabout]

Paul

As one of the few who I think is affected by this problem this is great to hear.

Thank you for all your effort in sorting out a problem that, essentially, only affected a very small number.

I think many of the other registrars would have needed hundreds to ask for a fix before looking into the problem.


The fact you sorted the problem simply because it needed sorting is one of the many reasons why Name.com are the favourite with so many here.

Kudos to you and the Beer Friday team

 

[gr8trfoo]

Paul

As one of the few who I think is affected by this problem this is great to hear.

Thank you for all your effort in sorting out a problem that, essentially, only affected a very small number.

I think many of the other registrars would have needed hundreds to ask for a fix before looking into the problem.


The fact you sorted the problem simply because it needed sorting is one of the many reasons why Name.com are the favourite with so many here.

Kudos to you and the Beer Friday team

It does appear the problem has been fixed. But seriously James I'm not sure they deserve a commendation over this. I doubt that most if any registrars when confronted with an issue like this would fail to take immediate action. This wasnt just a "problem that affected a few" and was "sorted just because it needed sorting" it was an issue of thousands of dollars of customer money going absolutely missing. Refunds that should have been processed simply wernt. Not exactly the kind of thing you can blow off under any circumstance.

I do agree with your sentiments that name.com is a good registrar. This could have been handled better [imo] but now its done. By and large I have been more than satisfied with their past performance and in the scheme of it all this was merely an unfortunate anomaly, a minor spot on an otherwise rather exemplary record. I remain a satisfied customer and likely still will be long after this matter is forgotten.