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?

 

[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

 

[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.

 

[shiftaction]

Again if you would of read the thread, I am not pushing them to delete the domain or do anything about the domain bc god forbid they lose a $. Let me spell this out for you one more time.

I would like to know what is being done about the crappy service from your company...

@namesilo

 

[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?

 

[LucidDomains]

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

End of story.

 

[shiftaction]

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

I'm guessing you're just as smug and wouldn't care about your paying customers either? Just keep on ignoring what they point out to you so you can slander them and claim they slandered you?

 

[shiftaction]

do you open an hour after your phone script says too?

 

[LucidDomains]

do you open an hour after your phone script says too?

You pointed out that their phone message indicated inaccurate information and they corrected it.

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").

They were wrong, you were right, they fixed it. Done. What more do you want on this particular issue?

 

[LucidDomains]

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.

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

I'm guessing you're just as smug and wouldn't care about your paying customers either? Just keep on ignoring what they point out to you so you can slander them and claim they slandered you?

It's clear to me, that you probably hassled their support for them to achieve something which is not in their power to do. They clearly and concisely told you they couldn't help you and you probably continued to demand something they could not give.

They gave you the answer and which you didn't accept and now you have created a thread to cry.

 

[LucidDomains]

By the way if you wanted to create a thread for a feature they lacked and you wrote in a clear and friendly manner why they should include it, I and I suspect others might support you.

But from what I gathered you're asking, it's simply not possible for registrar to achieve and might only be possible from your hosting provider or the website itself.

 

[shiftaction]

otherwise, a reply to what you'll do about this crappy customer service your company portrays onto paying customers would be nice....

otherwise if it's not received timely, your bully buddy and your and his slandering is uncalled for. I will just go on leaving bad reviews for @namesilo since you are neglecting to show you can correspond correctly.....because of these bully tactics I'll be happy to leave you more bad reviews...... since you just neglected to do anything other than ignore the actual problem that was brought to your attention.... and then let some random person bully your customers.

And if he doesn't work for you and isn't the same guy, well whoever he is sure just added more bad reviews to your business because he sure went on acting like a jerk, just like your phone representative. Which apparently wasn't fixed if a guy is here acting a jerk just like the other guy...... your customer service is horrible and so is your business for operating in this weak-heart way.

That's really crappy @namesilo that you just abandon your customers and then have people randomly bully them because of your mistakes and your neglect....the worst!

 

[LucidDomains]

@shiftaction, I've seem to offended you, so I apologise for my above posts.

In regards to the spam issue what do you actually want them to do?

 

[shiftaction]

It's not about the spam anymore, as people (including namesilo) has stated there's nothing they can and/or will do. The current regards is not about the spam but about the crappy customer service, and lack of customer service to existing customers. I wouldn't call what they did customer service at least, to me it is customer neglect.

I just want them to acknowledge and fix it, but instead they just seem to be more happy slandering my statement like they knew what I was thinking ..... that's just a bit ignorant. It's not like namesilo is from another planet and just doesn't comprehend....they are just neglecting the situation further, and I'd very much like it looked into and resolved so that no one else has to deal with the mishaps of a misguided company.

 

[shiftaction]

@namesilo you've been on this morning already, you have til the closing of this business day to contact me.

 

[LucidDomains]

It's not about the spam anymore, as people (including namesilo) has stated there's nothing they can and/or will do. The current regards is not about the spam but about the crappy customer service, and lack of customer service to existing customers. I wouldn't call what they did customer service at least, to me it is customer neglect.

I just want them to acknowledge and fix it, but instead they just seem to be more happy slandering my statement like they knew what I was thinking ..... that's just a bit ignorant. It's not like namesilo is from another planet and just doesn't comprehend....they are just neglecting the situation further, and I'd very much like it looked into and resolved so that no one else has to deal with the mishaps of a misguided company.

Fair enough, and it's your right to ask that. I haven't been through what you went through, so it was slightly unfair and presumptuous for me to judge.

However I will just add one thing.

NameSilo has some of the lowest prices around and they offer a hell of alot of features including bulk features which I love. They offer unbeatable value for money. The level of support you are looking for might be more attuned with a registrar who charges $20+ for a dot com. Unbelievably there are registrars out there that charge this kind of money and I would have thought you are paying extra for the VIP customer service.

For me I rather pay lower prices than have VIP support which seems to be what you're after. Again being presumptuous here but just an opinion from what I've seen in this thread. Do forgive me.

I'll let you get on with you mission here, hopefully you and NameSilo can work this out amicably.

 

[shiftaction]

After dealing with lack of decent service, I'd rather just support Godaddy and pay the costs to them, even when they charge nearly double the charge. I'm not exactly after VIP customer service because I don't need it. I've been with multiple hosting companies, and even with hosting paid to them, none of them made that much money from me, yet still provided support in a decent manner.... sometimes it is crappy, one hosting provider has made me to wait over a month on a return correspondence, but they've yet to treat me like Namesilo did and I've been with both companies just as long. And even if the other company does not reply to correspond from a month ago, I will know that I paid them only $20 for 3 years of hosting (not domains) and there is no way they could never possibly make that into a profit. There is no way possible for that company to turn my account into anything profitable so far for over 2 years now.....yet they still provide decency in their words and actions to their customers in their support service. And so in return, I buy domains extra through them. At $15 a domain. The price is not a concern when the track record has been proven over and over.

I have 22 years of computer IT troubleshooting.....but with all that and web-experience aside, I am their customer, whether for a day or for a year, whether I'm completely lost in making a website or if I'm expert in web-design, my first phone call into customer support should not have been as such that the company had to come slander to defend it's honor....because the company just can't seem to handle the simple problem of fixing their customer service to be more friendly... or something, anything at this point to me would be an improvement, asking employees to try to smile on the phone, it couldn't of made my phone call any worse. I do not get bad customer service anywhere in the United States like I did with Namesilo. So I do not expect it from Namesilo, who I've promoted over and over again to friends and colleagues, both in person and online.

Not anymore Namesilo. You ruined that word-of-mouth reference from me.