Issues with Support
I've used Namecheap for a few years now, for a number of domains (and client domains). Overall I have been happy; however, today I had a support issue that left me scratching my head.
I have a Yahoo email address that is associated with my Namecheap account. There has never, to my knowledge, been any issue with that. However, today I attempted to log in, but couldn't seem to get my password correct for some reason. Rather than risk getting the 24-hour lockout for 3 failed attempts, I used the reset password feature. This feature (for anyone unfamiliar) is supposed to send a link to reset the password to the associated email account, based either on the email address, username, or domain name.
After I submitted my request, I waited for the email. It didn't come. I then went back and tried the other methods (by domain and by username.) I waited some more, but no message arrived. I checked my inbox, my spam folder, etc. No dice.
I contacted Namecheap via the support chat and was connected with an associate. I relayed my issue, and was told that there was a problem with Yahoo email accounts that caused a delay for password reset emails. When I asked how long the delay was, I was told it could be several hours, but no one could really say for sure.
I then asked for the associate to forward the link to another email address, in this case, one associated with a domain in the account. The associate said it was impossible to do so, and that the best she could do was to change the email associated with the account.
Now, this might have seemed like a decent alternative to her, but it really doesn't fly. The only other email accounts I have are either Yahoo accounts or accounts associated with domains hosted by Namecheap. Obviously, there's no point using a different Yahoo account. It also doesn't make sense to use an account associated with a domain hosted by Namecheap, as any technical issues with the domain (and hence the DNS and MX records) would be likely to impact my ability to send and receive email through the account.
I mentioned this catch-22 to the associate, but she was unable to offer any alternatives, and could not (or would not) pass me to a manager or someone empowered to just forward me the reset link. Instead she reminded me that Namecheap does not offer phone support (sadly, even GoDaddy offers phone support, terrible as it is), and suggested I file a ticket and then wait for a response.
At this point I have been waiting for over 6 hours and there is still no password reset email. I am left feeling frustrated with the delay, and dismayed by the seeming lack of knowledge on the support line. I am also annoyed that the associate kept insisting that Namecheap supports Yahoo email accounts when they obviously don't (at least not to a level where their site and services are usable.)