Namesilo .... is this normal activity for them?

[shiftaction]

Hey I am having a problem with a newly launched site spamming on my site. I tried to contact Namesilo about this because they are the registrar but there are a few problems.

One is they opened an hour late (according to their phone message Mountain Standard Time is how they operate but according to the phone person, that's just not true).

Two is the phone operator was quite rude over what could have been a very simple answer to me. He even refused to let me talk to anyone else after being rude.

And three is I was told to go to chat online (as I was told I would of been answered 30+ times by that time the phone was answered an hour late if I would of went to the right place, chat), but even the chat person was very rude. They told me "I'm sure you will find your bad experience is in the extreme minority" telling me they just didn't care basically, and then disconnected me from chat without helping me to figure out why my site is being spammed and why no one is doing anything about it even though there is an abuse department and phone number for such.

Has anyone else experienced this very unprofessional "service" from Namesilo? I've been with them a good while now, paying in a good bit of money, and have even referred them to a lot of friends, but when I actually need Namesilo support with something I never would of thought their customer service team act's like a bunch of 18 year old phone thugs.

Is this normal?

 

[golan]

I am having a problem with a newly launched site spamming on my site. I tried to contact Namesilo about this because they are the registrar

Sorry, so what your problem exactly is? It's hardly possible to understand.

 

[NameOmnia]

It is very difficult to understand from your post what the issues with your site are but normally sites get spammed because they have some vulnerabilities which are, most of the times, either hosting related or cms related or both.
I have never heard of sites being spammed because of the domain registrar.

 

[deez007]

The OP is highlighting the shockingly useless customer service not the actual spam issue.

He is basically asking other members here if they also experienced rude customer service reps from NameSilo and a don't care attitude from them?

 

[frank-germany]

contact @namesilo

 

[NameOmnia]

The OP is highlighting the shockingly useless customer service not the actual spam issue.

He is basically asking other members here if they also experienced rude customer service reps from NameSilo and a don't care attitude from them?

I think everyone understood that. The point I guess is whether NS support was really useless OR if they were asked/blamed for something they were not responsible for. Hence the need to understand what the issue is.

 

[deez007]

I think everyone understood that. The point I guess is whether NS support was really useless OR if they were asked/blamed for something they were not responsible for. Hence the need to understand what the issue is.

Yep, I get what you mean about them getting blamed for something that's not their fault, I mean it's not really the registrars problem if you are getting spammed..but even though its not really a NS issue, I think there is still no reason for them to be rude to the customer. They should be professional enough to be able to explain to the customer clearly that it is nothing they can do about it without having to resort to being rude.... Imo.

 

[NameOmnia]

Yep, I get what you mean about them getting blamed for something that's not their fault, I mean it's not really the registrars problem if you are getting spammed..but even though its not really a NS issue, I think there is still no reason for them to be rude to the customer. They should be professional enough to be able to explain to the customer clearly that it is nothing they can do about it without having to resort to being rude.... Imo.

That's true. Hopefully Namesilo will show up and explain their half of the story.

 

[namesilo]

We certainly feel bad for the OP that they had a negative experience with our support team. I cannot get into too many specifics other than to say that the OP believed that, as a registrar, we have the responsibility to police the activity and behavior of all of our customers online. After reviewing the call transcript and chat log for the OP yesterday, we replied that what he was reporting did not justify a breach of our terms of service and that we were therefore unable to process his abuse complaint. The OP was also disappointed that our phone message reported phones being available by 9:30 Mountain Time when it should have said "Arizona time" since Arizona is not always on Mountain time (we have updated our off-hours message now to correctly state "Arizona time").

While we do not support or condone activity such as the OP reported, we also to not have the right to suspend accounts, domains, etc. simply because a report is made. Many times people believe registrars are responsible for many things they are not simply because our information appears in WHOIS and we are required by ICANN to show an abuse point of contact. Therefore, many people feel that what they construe as "abuse" should always fit the registrar's definition of abuse and scope of authority. Unfortunately, this is not always the case. We take abuse reports seriously, but we also advocate on the side of our customers and Registrants. This many times puts at odds between a Complainant and a Registrant and one party will inevitably feel wronged. This is why we, as with many other registrars, publish specific abuse reporting procedures and clear terms of service. If a breach of our terms is determined to have occurred, we have policies to follow to allow (except in the most egregious cases such as child pornography, terrorist activity, etc.) Registrants to respond and/or cure the breach. The fact that we do not take immediate action, or sometimes no action at all depending upon the specific complaint, leaves some Complainants frustrated with us as registrars when we have no purview over the complaint being made.

Again, we are never happy to hear about anybody having a negative experience with our company, and I believe our track record and several reviews left on this and myriad other sites online over the last 7 years, shows that this is certainly not the norm. Being rude in customer service is not a good business model and definitely not something typically experienced.

 

[shiftaction]

Namesilo, this is just untrue, I've worked with other registrars before and it was never my intent to call and have some site immediately removed.

Any assumption on your end is in error, and you need to re-evaluate.

To everyone else, the mood points are of course opening an hour after their phone states they were to open (NS stated that was fixed, thank you).

And the ugly, is being rude to customers. After trying to reach the company for over an hour, while the company was the one in error, I should not of been treated rude at all for asking "what time zone are you in"..... Yet I was, the customer service representative did not listen to me, was really smug with his attitude, refused to let me talk to anyone else, and eventually pissed me off with this attitude.

He told me that I should of went on chat, so I went and again the guy provided me a link at best, while telling me my problem was no concern to them.

@namesilo stated "We take abuse reports seriously" but you did not yesterday, in fact your guys nearly refused to even take the report. Yes someone spammed on my website, not something to take serious as you say. But someone signed up for a website (britted.com) just a month and a few days ago and is using it to spam on my site and on others sites as well. It's unprofessional at best, it is abuse (whether you want to protect terrorists is up to you and your goals), and you DID NOT take it serious at all, but instead your guys seemed to make a game of NOT giving me customer service, but customer neglect instead.


@namesilo I don't want petty excuses on this, I want the problem fixed. No one asked you to just delete a random account, and the way your boys acted just shows why you are using petty excuses. Be a man, fix the problem.

 

[alcy]

always get great support. but never tried anything other than email. gl.

 

[shiftaction]

Note that I was disconnected immediately after this, showing that NameSilo Admin stating my "bad experience" is the "extreme minority".

@namesilo this is not at all a reasonable response to a customer from a company that takes "abuse reports seriously"......


@namesilo states also that sometimes people believe "we have the responsibility to police the activity and behavior of all of our customers online" but then condemns that statement with excuses.....yet you sure did police my online comments without giving any real support or showing concern.

FIX THIS

 

[frank-germany]

namesilo is my favorite registrar

you may experience much worse treatment from many others over the years

 

[shiftaction]

Oh I don't doubt that, it just makes places like Godaddy look like gold.


I'm with another company that hasn't responded to my service requests in over a month, and still I don't think them as bad as this. At least I get some service when I press it (like if the server is down and no one knows why). But nothing like this, I've experienced this with a out-of-state run mobile company that basically steals from peoples accounts, particularly the U.S. military hires. So I didn't press chat or calls any further than the report

 

[golan]

OP what makes you think every spam issue is a registrar's affair? Usually it's hosters who deal with spam issues, not registrars. Registrars have a certain set of definitions of what "abuse" is for them. So if your case didn't fell to those definitions, Namesilo didn't accept your abuse complaint. Now, "being rude" is usually quite a subjective estimation, so until you provide actual quotes from the chats where they were rude (which i hardly can believe), i'd tend to think Namesilo are in the right position in this case.

 

[shiftaction]

I did already provide the quote in red above. Also, I understand the rest. The problem now isn't to press the "spam" problem, but the rudeness problem and lack of decent support for an existing customer. That's just crappy

Also a quote was provided in the very first post as well.

 

[golan]

I did already provide the quote in red above.

Kill me but i can't find a single rude word here.

Sorry for your upset about spam and everything though.

 

[shiftaction]

right

 

[shiftaction]

It's not just words, its acts as well... I guess that's part of the problem is the understanding of that.

I guess you can't entitle everyone to the same abilities it takes you to be decent, right, even in business?

With the exception of writing in once before for a more technical question, this was my first time of calling their customer "service" line after being a customer just to hold domains somewhere.

It's not "spam" and everything because apparently when I say spam people start going for the first definition they find on google. It's a customer service issue, companies in America didn't use to act like that. The only other problem I can think is maybe the guy is scripted to say he's the only supervisor there, the only person answering calls. So why am I having to tell them to change their phone script.

**Comment re-added: Honeywell even has 2500 emails of customers listed on their website searchable through google. It could be a million different problems, I don't get paid to stipulate especially when the company failed to listen before. It's like companies are too busy growing and expanding their services before fixing the problems they have.

 

[shiftaction]

wow now my site is being hit with live human spam like crazy.... spam protection is working, I've tested myself... I just got another new signup from [email protected] bought through @namesilo not too long ago

 

[shiftaction]

@namesilo are you still pretending to have no idea what's going on?

You lied about what I was thinking, as if you knew anyway..... Is it safe to say that your customer service is just crap since you haven't come up with any resolution to how crappy your service reps treated me?

 

[Daniel Ferrara]

I am being phished by @namesilo is phishing me. I keep recieving emails from
scandiscope.com namesilo is the registrar, offering some get deal if I just click there spyware.
@namesilo does not answer there phone and I am unable to report abuse to them.

 

[LucidDomains]

@shiftaction, during the course of your business life you will go through a number of interaction with various companies ranging from the worst of the worst to the best of the best. There are companies out there that don't even give a crap about you or your services or your issues. NameSilo is not one these companies and comes highly recommended by me and a lot of other members of this forum. All their services are very good including their customer service which when I've had the pleasure of contacting them has been fast and responsive.

I'm sure most people here would agree that it's a very good sign of a good registrar when they will post and answer queries on a public forum. It shows the registrar that cares about it's image and reputation and will, if it can, ensure your issues are dealt with promptly.

However your issues don't make sense.

Someone on their support team tick you off, said something you didn't like, whether their intention was sincere or otherwise, it's happens to everyone at some point, but is this a show stopper for your business? Time is money. Do you really want to spend time focusing on a past, insignifant issue. You should be focusing all your energy on making money. Move on from this.

As for the spam abuse, every website on the planet gets spam abuse, every logon page has hackers. Our challenge is not to complain about how they are getting domains, our challenge is ensure our websites are full to the brim with security features, so when they try, they soon give up.

If you have some serious issues, please state them as so far I have seen nothing but slander.

 

[shiftaction]

you're right, all i see is slander from @namesilo about the situation they are refusing to do anything about. so according to your wording ,they are now a crappy registrar.

I had a great review of them before just as you do now, and I have passed their name onto many business people to buy their domains from, but after actually calling into support and being treated like crap... I'm sorry you have blindly accepted your fate to pay into a company no matter what.

Good to see that Namesilo wont reply back after slandering the situation, just lets me know they are crappy company. Just because you support the company doesn't make them good, you support cops with your taxes but does that make them good too, just because you support them with money? I guess all the police killings are just slander too right?

Just because you put $ into namesilo, doesn't mean you should have to put extra $ into security. You and I buy sites to be legitimate..... Even with security on your site, a live person can signup for a namesilo account, come on your site and spam it. Unless you've denied those capabilities and limited your website somehow, you too should not have to deal with spam coming from a registrar you pay to have your legitimacy with.

So for the company to go on protecting spam just because it's the company's policy is BS. Just because they get paid, they support spam....and seems like since they support you, you come on slandering my post.

If you really wanna see slander go back and read the @namesilo post denying everything claiming they had insight into my thoughts (apparently from the claim).

 

[shiftaction]

@Daniel Ferrara Namesilo is crappy, if you read here you'll see. Even have ppl bullying me on here now, and still trying to spam my site. Since I've posted this I've went from 100 spam login attempts a day to nearly 1000