- Impact
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I just went through what is easily the most exasperating experience I've ever had in connection with a purchase since I began domaining. It started exactly 2 weeks ago when I won a bid on a pre-release domain and only ended today after what seems like an endless string of phone calls and emails. The bottom line of what I learned from this experience is that when problems arise, Namejet leaves its customers high and dry, while Network Solutions support is totally disorganized and incompetent.
The first sign of a problem was that 2 days after Namejet charged my card I still hadn't received my domain. So, I followed up with a phone call to Namejet and spoke with a rep named Kristin. Kristin's response was that the domain was managed by Netsol, therefore I should phone them. Not wanting to get caught in a situation where I'm being sent back and forth between both companies, I pushed back and reminded Kristin that it was Namejet that took my money. She acquiesced and opened a ticket.
Two days later nothing, so I phoned Namejet again. Unfortunately, Kristin wasn't in and I got told that she would call me in 2 hours. A few hours later, still nothing so I called again and this time got to speak with another rep. This rep put me on hold to consult with Kristin. After a few minutes of waiting, she returned to say that Kristin was asking if I had phoned Netsol yet as instructed. After I explained that I had already told Kristin that I would not be calling Netsol, I was told that Kristin would call me by the end of the day with an update.
Naturally, by the end of the day, I heard nothing so I broke down and decided to give calling Netsol a try. After a half an hour on hold, I got told that I should phone Namejet ( big surprise ). I told the rep that namejet had asked me to phone them so he put me on hold, and then transferred me to another dept where I spoke to another guy who had no idea what I was talking about but said he would get the problem resolved over the weekend.
The weekend passed, and still nothing so I phoned Namejet again, this time without mentioning my ticket number in the hope that I might speak to someone more helpful than Kristen and wound up telling my story to another rep whose name I can't recall. Her advice: call Netsol. I explained that I'd already tried that, got nowhere and been sent back to Namejet. "But that was a couple of days ago. Maybe you should try again". I asked why she couldn't call Netsol and do the legwork necessary to get my domain herself. "So, you want me to call Network Solutions?" Yes, that's what I want. "Ok, I'll see what I can do and get back to you later today".
Naturally, by the end of the day I heard nothing so once again I broke down and phoned Netsol myself. After 30 minutes on hold I spoke to a rep who told me that he couldn't take care of it, but that he'd transfer the ticket to the right department and get it taken care of.
Lo and behold, the next day ( 9 days after payment ) the domain was finally in my netsol account. Happy days, right? Not so fast. Yes, they delivered the domain, but they forgot to remove the ClientHold status from when the domain was in redemption so unfortunately for me, the domain was totally useless since clientHold means that the domain is suspended and will not resolve to any ip address and also cannot be transferred out.
I'll spare you the details of what I had to go through to get the status changed, but it involved multiple calls to netsol, with an average hold time of 20 to 30 minutes before I'd spend another 20 to 30 minutes in conversation with a rep who would sometimes transfer me elsewhere where I would have to wait again. Each and every one of these conversations ended the same way. The rep would commit to "escalating" and "fast tracking" the ticket and I would be assured that the problem would be resolved probably that day but in 24 to 48 hours at the latest. Each of these wait periods expired with no resolution and I would then either phone in or get an email notifying me that my ticket would get "escalated" and "fast tracked" to the right dept and it would be yet another 24 to 48 hours before the problem would be resolved.
When I received the last email this morning about another escalation of the ticket that would take yet another 24 to 48 hours I blew a gasket. I was really angry, not just because this was taking so long, but because Namejet had effectively turned their backs on me and expected that I do all the work to secure a domain that I had paid them for. I hadn't tried contacting them again since they had previously been totally useless, but I was fed up so I sent them an angry email demanding that they either resolve the problem or refund my money.
I received a response from an arrogant twerp named Nick who suggest that I was "confused" and offered to explain to me the difference between a registrar and drop catcher in the "simplest manner possible". Presumably, once he dumbed down the explanation and I understood that difference I would be content with having paid them and having been jerked around for 2 weeks. We exchanged a couple of terse emails wherein Nick offered me a glimpse into his ethically challenged perspective. Apparently, delivering a name in an unusable state met his standards of fulfillment. If you can imagine someone at Amazon telling you that the smashed up TV you received qualified as fulfillment and that it was your problem to chase after Sony you get the idea of what I was being confronted with.
Obviously, talking to Nick was a total waste of time just as every other attempt to get help from Namejet had been, so I went back to calling Network Solutions. Finally, I got lucky and spoke to a rep that told me he could get his supervisor to fix the problem within 2 hours which is exactly what ended up happening.
So, all's well that ends well I guess, but after spending hours upon hours on the phone to secure a domain that I'd paid for 2 weeks ago I'm thoroughly disgusted with them.
Sorry about the long post but I needed to vent...
The first sign of a problem was that 2 days after Namejet charged my card I still hadn't received my domain. So, I followed up with a phone call to Namejet and spoke with a rep named Kristin. Kristin's response was that the domain was managed by Netsol, therefore I should phone them. Not wanting to get caught in a situation where I'm being sent back and forth between both companies, I pushed back and reminded Kristin that it was Namejet that took my money. She acquiesced and opened a ticket.
Two days later nothing, so I phoned Namejet again. Unfortunately, Kristin wasn't in and I got told that she would call me in 2 hours. A few hours later, still nothing so I called again and this time got to speak with another rep. This rep put me on hold to consult with Kristin. After a few minutes of waiting, she returned to say that Kristin was asking if I had phoned Netsol yet as instructed. After I explained that I had already told Kristin that I would not be calling Netsol, I was told that Kristin would call me by the end of the day with an update.
Naturally, by the end of the day, I heard nothing so I broke down and decided to give calling Netsol a try. After a half an hour on hold, I got told that I should phone Namejet ( big surprise ). I told the rep that namejet had asked me to phone them so he put me on hold, and then transferred me to another dept where I spoke to another guy who had no idea what I was talking about but said he would get the problem resolved over the weekend.
The weekend passed, and still nothing so I phoned Namejet again, this time without mentioning my ticket number in the hope that I might speak to someone more helpful than Kristen and wound up telling my story to another rep whose name I can't recall. Her advice: call Netsol. I explained that I'd already tried that, got nowhere and been sent back to Namejet. "But that was a couple of days ago. Maybe you should try again". I asked why she couldn't call Netsol and do the legwork necessary to get my domain herself. "So, you want me to call Network Solutions?" Yes, that's what I want. "Ok, I'll see what I can do and get back to you later today".
Naturally, by the end of the day I heard nothing so once again I broke down and phoned Netsol myself. After 30 minutes on hold I spoke to a rep who told me that he couldn't take care of it, but that he'd transfer the ticket to the right department and get it taken care of.
Lo and behold, the next day ( 9 days after payment ) the domain was finally in my netsol account. Happy days, right? Not so fast. Yes, they delivered the domain, but they forgot to remove the ClientHold status from when the domain was in redemption so unfortunately for me, the domain was totally useless since clientHold means that the domain is suspended and will not resolve to any ip address and also cannot be transferred out.
I'll spare you the details of what I had to go through to get the status changed, but it involved multiple calls to netsol, with an average hold time of 20 to 30 minutes before I'd spend another 20 to 30 minutes in conversation with a rep who would sometimes transfer me elsewhere where I would have to wait again. Each and every one of these conversations ended the same way. The rep would commit to "escalating" and "fast tracking" the ticket and I would be assured that the problem would be resolved probably that day but in 24 to 48 hours at the latest. Each of these wait periods expired with no resolution and I would then either phone in or get an email notifying me that my ticket would get "escalated" and "fast tracked" to the right dept and it would be yet another 24 to 48 hours before the problem would be resolved.
When I received the last email this morning about another escalation of the ticket that would take yet another 24 to 48 hours I blew a gasket. I was really angry, not just because this was taking so long, but because Namejet had effectively turned their backs on me and expected that I do all the work to secure a domain that I had paid them for. I hadn't tried contacting them again since they had previously been totally useless, but I was fed up so I sent them an angry email demanding that they either resolve the problem or refund my money.
I received a response from an arrogant twerp named Nick who suggest that I was "confused" and offered to explain to me the difference between a registrar and drop catcher in the "simplest manner possible". Presumably, once he dumbed down the explanation and I understood that difference I would be content with having paid them and having been jerked around for 2 weeks. We exchanged a couple of terse emails wherein Nick offered me a glimpse into his ethically challenged perspective. Apparently, delivering a name in an unusable state met his standards of fulfillment. If you can imagine someone at Amazon telling you that the smashed up TV you received qualified as fulfillment and that it was your problem to chase after Sony you get the idea of what I was being confronted with.
Obviously, talking to Nick was a total waste of time just as every other attempt to get help from Namejet had been, so I went back to calling Network Solutions. Finally, I got lucky and spoke to a rep that told me he could get his supervisor to fix the problem within 2 hours which is exactly what ended up happening.
So, all's well that ends well I guess, but after spending hours upon hours on the phone to secure a domain that I'd paid for 2 weeks ago I'm thoroughly disgusted with them.
Sorry about the long post but I needed to vent...
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