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?

 

[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.

 

[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.

 

[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?

 

[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.

 

[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.

 

[LucidDomains]

If you are unhappy with their service, transfer your domains out of NameSilo.

End of story.

 

[namesilo]

We were not going to give this thread further oxygen, but it seems the OP will not let it go and is now threatening further harm to our business, making accusations that we have somehow put another user on this forum (@LucidDomains) up to "bullying tactics" on our behalf, accusing us of possibly stealing from US armed forces members, remains unclear as to specifically what we have done that has wronged them so bitterly and continues to file complaints across the Internet to which we have spent time responding to. As I stated in our initial reply, we stand behind our customer support and the people who provide it. We have been in business for 7 years and have what we believe to be a very strong track record of providing excellent service - even at the price points we offer. We attempt to work with anybody contacting us for support in a professional, timely and helpful manner which many people on this web site and others have referred to receiving. However, as I stated in my initial reply, we sometimes are caught in the middle of competing parties making accusations and demanding action on our part that we cannot always take. This problem is not unique to us. I am sure it happens with all registrars with whom people think what they construe as abuse is always under the purview of a registrar even though this is not always the case.

Further, after much deliberation, we have decided to post the entire chat log between our support representative and the OP. We initially did not feel this was the best way to handle this issue, but the OP seems to want to make it a mission of theirs to harm our company and we simply cannot allow nearly 10 days of attacks on a public forum to go without any response. Threads such as this live on forever and people new to and already customers of our company will read it and be influenced. People rightfully place a lot of importance upon customer service which is why we are one of the few registrars to offer phone, email and chat service. The OP's call was answered minutes before our phones even were scheduled to open and the chat was responded to within 6 seconds. The OP began the chat with disrespect for our support staff member and demanded remediation for something apparently not within our purview. The OP also reported a problem (which we take responsibility for and immediately resolved) with the time zone left on our after-hours voicemail being incorrect. The chat ended with the OP demeaning our support staff member further. While we understand people can be upset when they contact us, we also need to ensure our support staff are treated with respect and are not subjected to an abusive workplace.

In any case, and with a good deal of hesitation, below is the full chat log with the OP and our support staff member. We have ensured no private information has been revealed:

(9:38:33 AM) OP: Need a supervisor
(9:38:39 AM)NameSilo Admin has entered the chat.
(9:38:49 AM) NameSilo Admin: How can I help?
(9:38:51 AM) OP: are you the guy who was just a dick to me on the phone?
(9:39:04 AM) NameSilo Admin:
No, I do not take phone calls
(9:39:38 AM) OP: well I have been calling over an hour
(9:39:51 AM) OP:
I finally got ahold of someone 1 and 1/2 hours after you were suppose to open
(9:39:55 AM) OP:
What's going on?
(9:40:10 AM) NameSilo Admin: The hours are listed on our web site:
(9:40:20 AM) NameSilo Admin:
https://www.namesilo.com/contact_us.php
(9:40:25 AM) OP:
I am about to move all my domains from you because your phone rep was rude, wouldnt let me talk to a supervisor, and your hours are wrong
(9:40:39 AM) NameSilo Admin:
"Phone Support
We can be reached during normal business hours (Mon-Fri 9:30am-4:00pm Arizona time) via phone, however, before calling, please read below... "
(9:40:56 AM) OP:
well the hours on the phone recording is wrong, it is 10:40 Mountain Standard Time now and he says it is only 9
(9:41:06 AM) OP:
thats a lie, and the phone message is wrong,
(9:41:09 AM) NameSilo Admin: It is 9:41am in Arizona currently
(9:41:26 AM) OP:
well the phone states mountain standard time, thats incorrect
(9:41:39 AM) NameSilo Admin: Thanks for letting us know. That can be updated.
(9:41:51 AM) OP:
I have one of your sites also samming on my website
(9:41:53 AM) OP:
spamming
(9:42:03 AM) NameSilo Admin:
Ok - you can submit abuse reports on our web site
(9:42:13 AM) NameSilo Admin:
https://www.namesilo.com/report_abuse.php
(9:42:30 AM) OP: okay so why is the phone support so crappy?
(9:43:00 AM) OP:
I told the guy i had a site, and a new namesilo site is spamming mine, then he starts being rude, telling me he cant help unless i'm law enforcement and asking me what office i work for
(9:43:03 AM) NameSilo Admin: Sorry you had a bad experience, but we do not accommodate abuse reports over the phone (besides for official law enforcement)
(9:43:10 AM) OP:
i just told him i had a site and he was flatout rude about it
(9:43:14 AM) NameSilo Admin:
Yes, he was correct
(9:43:18 AM) NameSilo Admin:
Sorry to hear that
(9:43:21 AM) OP:
after its your company's mistake allover
(9:43:56 AM) OP:
I am still leaving you bad reviews and moving my money from your business
(9:44:04 AM) NameSilo Admin:
Sorry to hear that
(9:44:09 AM) OP:
that was uncalled for, both the time being wrong and the rudeness after such
(9:44:30 AM) NameSilo Admin:
Most registrars in the world have the same abuse reporting procedures
(9:44:40 AM) NameSilo Admin:
Sorry if you felt you were treated rudely
(9:45:36 AM) OP: well most dont open an hour after their phone message states then act rude to their paying customers either
(9:46:16 AM) NameSilo Admin: We will update our phone message and sorry again if you feel you were treated poorly. That is not our intent or the way we do business
(9:47:18 AM) OP: okay
(9:47:24 AM) OP:
it is not letting me file a report
(9:47:27 AM) OP:
this is bogus
(9:47:31 AM) NameSilo Admin: Why not?
(9:47:56 AM) OP:
says you do not provide email to anyone
(9:48:11 AM) OP:
the form is bogus, its a report it should file no matter what, what kinda crap is this?
(9:48:43 AM) OP:
I refiled as "other" in the complaint form but this is crap, and i'm sorry but your company DID do business with that intent today
(9:48:50 AM) NameSilo Admin: The form is correct - if you have a spam complaint, you need to contact the email administrator
(9:48:59 AM) OP:
I can't believe I paid you for websites and your company treats me like that
(9:49:10 AM) OP:
sites can email without email
(9:49:25 AM) OP:
The form is bogus, you should take my complaint no matter what it is
(9:49:29 AM) NameSilo Admin: We do not send out email for anybody
(9:49:50 AM) OP:
you dont have to, websites do it themselves
(9:50:05 AM) OP:
so ignoring the fact it can be done by anyone doesnt make the form any more legit
(9:50:08 AM) NameSilo Admin: Every email is sent by a mail server
(9:50:22 AM) NameSilo Admin:
We do not run mail servers for anyone besides ourselves
(9:50:33 AM) NameSilo Admin:
So, again, we are not the ones sending the mail you are reporting as spam
(9:51:25 AM) OP:
Spam is not just email.... :/
(9:51:46 AM) OP:
it comes in forms of also fake signups, and as well as comments
(9:52:07 AM) OP:
that does have to do with your service because you sold whoever the website
(9:52:09 AM) NameSilo Admin: We do not control behavior of other people on web sites. Sorry you feel we do.
(9:52:23 AM) OP: Just created a month ago
Creation Date: 2016-06-09
(9:52:40 AM) OP:
well your rep was rude and you guys are protecting this spammer obviously
(9:52:51 AM) OP: You're business opened an hour after it was said to be open
(9:52:56 AM) NameSilo Admin: We take violation of our terms of service very seriously.
(9:53:14 AM) OP:
something is definitely going on and I need to speak to a supervisor, not the one who was rude to me either who told me there were only 2 other supervisors
(9:53:29 AM) OP:
okay so why arent you now?
(9:53:35 AM) NameSilo Admin: We do not handle abuse complaints over the phone
(9:53:44 AM) NameSilo Admin:
What term of service is being violated?
(9:53:49 AM) OP:
Yes I understand that but you don't have to be rude and open an hour late either
(9:54:01 AM) NameSilo Admin:
Sorry for the time zone confusion
(9:54:04 AM) OP:
you know what, I'll just start leaving horrible reviews of your service
(9:54:11 AM) OP:
can I get your name to leave with it?
(9:54:20 AM) NameSilo Admin: My name is Bill
(9:54:41 AM) OP: Time-zone confusion, rudeness, incompetence... there's a few things going on with your company
(9:55:05 AM) NameSilo Admin: Sorry you feel that way. I'm sure you will find your bad experience is in the extreme minority of posted reviews of our company.
(9:55:11 AM) NameSilo Admin:
Can I help with anything else?
(9:55:48 AM) OP:
another rude response? is something in your water?
(9:55:55 AM) OP:
are you all dying of cancer to be so rude to your customers?
(9:57:00 AM) OP:
???
(9:57:15 AM) OP: hello? why is your team so incompetent?
(9:57:44 AM) NameSilo Admin: Sorry again you feel like we are incompetent.
(9:57:48 AM) NameSilo Admin:
How else can I help today?
(9:58:10 AM) OP:
well you were just rude and don't even seem to notice
(9:58:25 AM) NameSilo Admin: Is there anything else I can help with today?
(9:58:30 AM) OP: Why is that? because of your paycheck?
(9:58:40 AM) NameSilo Admin:
Have a nice day

 

[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.

 

[alcy]

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

 

[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.

 

[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.

 

[LucidDomains]

So let me get this right, you bought a domain from NameSilo and people are spamming your site and you want NameSilo to prevent spam login attempts to your website.

Well NameSilo doesn't do hosting, there is absolutely nothing they can do.

However this is an issue your hosting provider can solve.

Ask them to block all IP addresses to your admin page except your one.

Or if you are using a CMS such as WordPress, you can get a plugin which does the same thing. Or use what I use, a plugin called Clef which allows me and only me to login with my phone.

Problem solved.

 

[LucidDomains]

What crappy service are you referring to? Someone in their support said they cannot help you and you told them that you were unhappy. They said commented that you are in minority and there is nothing further they could do.

What else do you want from them?

You want them to send that individual on customer support training, for doing exactly the right thing?

 

[Bhavinj]

From the chat log it looks like OP is more concerned about phone reply than resolving the issue. OP, are you after that guys job for being rude ?

 

[promo]

No I'd like an answer to why they act so crappy on both phone and chat.

I am not a Namesilo customer but I am certain that I can answer that question.. They had to deal with a rude manipulative, unknowing bum hole that just wouldn't listen to reason. In short they had to take a call from you.

If there is one thing I take from this thread its.. Do not do business with Shiftaction.. Hope you achieved your goal.

 

[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.

 

[frank-germany]

contact @namesilo

 

[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.

 

[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

 

[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.