Namejet - What's the longest you waited for a domain?

[bluebox]

It only a second time I used Namejet to get a prerelease name.
The first time I received login info after a day.
This time 7 days and nothing - domain wasn't even renewed.
I contacted NJ and they pretty much told me that once they collect the money it's not their problem anymore and I should write to name.com.
So I did, 2 days ago. Domain was renewed yesterday but no word from them so far.

It it normal to wait so long?...

 

[discobull]

I contacted NJ and they pretty much told me that once they collect the money it's not their problem anymore and I should write to name.com.

This is interesting because after I posted about a similar experience ( in my case I was told to contact Network Solutions ) I was assured that that wouldn't happen again.

Here's what happened to me:
https://www.namepros.com/threads/na...ns-customer-service-hell.882297/#post-5026394

If you scroll down, you'll find Namejet's general manager's comments as well as his email address. Tell him about your experience and see if it makes a difference.

What they're doing is outrageous. If they take our money, they have an obligation to make sure that the domain is delivered.

 

[bluebox]

Funny thing is I'm more likely to get it resolved via Namepros than contacting Namejet/Name.com directly - customer satisfaction is only important if they face bad press.
Ridiculous :/

 

[discobull]

Funny thing is I'm more likely to get it resolved via Namepros than contacting Namejet/Name.com directly - customer satisfaction is only important if they face bad press.
Ridiculous :/

I would still email/PM the GM. It might take weeks for him to hear about your post otherwise.

I also hope he'll come back here to clarify Namejet's policy relative to these types of problems once and for all.

 

[bluebox]

Yeah, I will.

@NameJetGM care to comment?

 

[NameClerk]

Yeah, I will.

@NameJetGM care to comment?

It's been almost a month since that account was last active here. Doesn't appear they check in very often.

 

[bluebox]

I sent him an email so we'll see...
It so annoying that big companies require us to pay within x days ("or else...") but they themselves can do whatever the hell they want and there's not much we can do about it...

 

[discobull]

I sent him an email so we'll see...
It so annoying that big companies require us to pay within x days ("or else...") but they themselves can do whatever the hell they want and there's not much we can do about it...

I'm not convinced that they can legally do what they're doing. If they take your money, they have to deliver what you paid them for. The fact that they're using a third party to deliver the domain doesn't absolve them of their responsibility towards you.

 

[bluebox]

Well, hopefully I will get it... someday... maybe...

I wonder if there were cases when NJ never actually delivered the domain (and refused to refund it).

 

[bluebox]

Finally received answer from name.com:

Hello,

Thank you for contacting Name.com! I hope your day is going well, and sincerely apologize for the delayed response. Unfortunately since this domain was purchased through Namejet, you would need to outreach to Namejet for further details. I sincerely apologize for any inconvenience this may cause. Please let us know if you have any other questions or concerns, and we will gladly assist.

Have a wonderful Wednesday!

What a fucking joke!

 

[discobull]

Finally received answer from name.com:



What a f*cking joke!

Exactly what happened to me.

 

[bluebox]

Sent Name's response to NJ, NJ promised to contact someone at name.com and I finally received login info. And also response from Jonathan Tenenbaum.

I wonder how fast would they act if it wasn't for this thread

It only took 9 days, contacting 3 separate parties and thread at NP to get my name - yay me...

 

[discobull]

Sent Name's response to NJ, NJ promised to contact someone at name.com and I finally received login info. And also response from Jonathan Tenenbaum.

I wonder how fast will they act if it wasn't for this thread

It only took 9 days, contacting 3 separate parties and thread at NP to get my name - yay me...

Hey, congrats!

Can you mention this thread to JT via email so he can comment? I'd like to know how we're supposed to handle Namejet's support team in the event that they continue to blow us off.

 

[bluebox]

Already I sent him email with link to this thread.
"Thank you for reaching out. It is my understanding this domain was provisioned to you already. Regardless, it is odd that you haven't heard back from Name.com. I will dig into it further. In the meantime, someone from Name.com should be in touch."

 

[bluebox]

And final message from name.com:
"Thank you for your email, and patience. I have reached out to our DEV Team in regards to the response you received from Namejet, and they were able to determine a connection issue and it has since been resolved. I sincerely apologize for any inconvenience this may have caused. Please let us know if you have any other questions or concerns, and we will gladly assist.
Have a wonderful day!"

"connection issue" = translation: we are too lazy to actually check if users receive the domains they won.

So nice and polite, you almost not feel bad about being jerked around for over a week

 

[discobull]

And final message from name.com:
"Thank you for your email, and patience. I have reached out to our DEV Team in regards to the response you received from Namejet, and they were able to determine a connection issue and it has since been resolved. I sincerely apologize for any inconvenience this may have caused. Please let us know if you have any other questions or concerns, and we will gladly assist.
Have a wonderful day!"

"connection issue" = translation: we are too lazy to actually check if users receive the domains they won.

So nice and polite, you almost not feel bad about being jerked around for over a week

What's fascinating to me is that once you provided them with the motivation to do their jobs, the problem got resolved in a couple of hours. It's ridiculous that they couldn't just do this for you a week ago.

 

[NameJetGM]

Hi Bluebox (& Discobull),

Thanks for bringing this issue to our attention. It turns out that we had tech problem causing certain Name.com domains to not automatically provision to the winners. So we were not aware of the issue until Bluebox brought it to our attention.

And it wasn’t laziness at all – the tech issue also impacted our reporting, so we did not know the domain was not delivered. So once the team was alerted 2 days ago they started looking into it and ultimately got it sorted out as quickly as they could.

As to the delayed response from Name.com and the push back to NameJet, we are looking into that part of the process. We recently made some changes to avoid this kind of thing and we will continue to work on that. As I told Disco in the other thread, having a buyer bounced back and forth between NameJet and the registrar multiple times is not an acceptable customer experience. Once a domain is won, it is up to the registrar to provision it (as we do not control that part of the process and which is why you initially got sent to Name.com), but if there is a further issue we need to sort it out internally and not force you into some intolerable customer service loop.

I hope that explanation helps. Please know that customer satisfaction is ALWAYS important, not just when it becomes a public issue. It does us no good to have people not want to buy domains from us. So we want to be as responsive and helpful as possible whenever we have issues and the team truly does strive for that.

So thank you again for letting us know about this issue! And please feel free to reach out to me directly if you have any additional question or want to discuss any of this further.

Best,

-Jonathan Tenenbaum
GM, NameJet

 

[Andrew Bonar]

Is their a tech problem with dynadot domains as well in that case @NameJetGM ?

I purchased a "buy it now" domain whilst taking part in a seperate NameJet auction. (aside: The auction was still going and taking bids long after the fact that the domain was already secured by Namebright.)

I had also purchased the domain from another vendor DomainNameSales, however as they did not reply to my phonecalls or emails, and the purchase was via Escrow.com, and I knew I could get any issue with escrow.com sorted if a problem arose I went ahead and made the purchase with Namejet when I saw it listed there as well. SO I bought the domain, and paid for it twice by 31st October 2015.

The buy it now domain, I was advised by NameJet would take 2 days to process. The email stated "We have reserved the domain. It may take up to 48 hours to complete the processing of your order. You will receive an order confirmation by email when this has been completed. At that time, NameJet will provide additional instructions for claiming your domain name."

Nothing has changed in respect of the whois of the domain name. Half a dozen other sites the domain as available and today I noted the domain is available at auction on Flippa. The reserve price is the the price I paid, the buy it now 3 times the price.

I tried to discuss with Namejet on the phone and was told as it was buy-it-now they couldn't help, I would need to open a support ticket. The support ticket resulted in a response which did not address my concerns.
I emailed again advising I wanted a refund. They replied again but almost farcical, they clarified I had only one thing I ever purchased (the buy it now domain) and then asked "was that what I was referring to?"

I have been unable to respond, due to the fact they insist any questions are directed through the support center. I tried to break it down for NameJet, give screengrabs etc, but whilst editing the support center booted me out and deleted my entry. I have re-written and tried to post but it simply keeps failing to post now.

Namejet has an incredibly user unfriendly approach. We cannot simply write nor respond to support by email. The emails do not even contain a link to the support center, we need to type that in manually. The smallest of things that might assist are missing, and I am not sure if it is lack of forethought or by design.

It was last Friday that I purchased the domain, I paid for it twice.
No sensible answers came from anyone involved in the process, and it seems the domain owner is attempting to keep me in reserve whilst he finds out if he can get a better price elsewhere, I can see no other reason why he does not communicate, but is still active on flippa.com logging in regularly.

 

[NameJetGM]

Hi Andrew,

I am sorry that you have not had a good experience dealing with our team. My understanding of the situation is that you bought a particular domain via the “Buy-it-Now” option on our site, while you were also participating in a Pending Delete (dropping domain) auction on our site for a similar, but separate, domain name. We did not catch the dropping domain, but we are able to provide you with the domain that you bought via the “Buy-it-Now” process. I believe the transfer process was already initiated.

However, if you do not want the domain and want a refund instead, we can accommodate that - which I believe the support team informed you of. Please note that if a “Buy-it-Now” domain is listed with an aftermarket service such as Afternic it can appear on various websites or platforms at the same time. That said, I didn’t think we were having any issues securing the domain for you.

So I think the team is simply waiting for your response as to whether you want the domain or the refund. If this is not the case please let me know. Or if you want to let me know which option you want to select I can convey that along. Also, please let me know what you mean when you say you paid for it twice. You paid twice on our site? Or you bought the domain on more than one platform at the same time?

I can be reached via email at jt[at]namejet.com and I am happy to help get this sorted out. So please let me know about the above when you can. And please send me the support ticket response that did not address your concerns, as I would like to review that.

Thanks and take care.

Best,

-Jonathan

 

[Andrew Bonar]

Thanks Jonathan!

I have been a bit tied up so had not followed up on this, or been back to the forums. I know the individual handling my case has gone to great length to present my case as a new user who doesn't understand the system and suffering buyers remorse.

To answer your questions I purchased the domain first on domainnamesales.com and used escrow.com to fund it immediately

I had asked for a refund ONLY after it had got to day 6 and another Rightside Business had it listed for sale at a premium on what I had paid and it looked like it wasnt going to be resolved too quick.

I will forward the details