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?

 

[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.

 

[LucidDomains]

Sorry I wasn't going to chime in again but is there a remote chance, 1 out of a thousand you could be wrong on this whole situation and it's just been a miscommunication? It does happen in IT support. I too have been in IT/Network Support for 17 years.

Is it also possible in the remotest chance you are coming down unduly harsh on NameSilo, it seem like you have been a customer of theirs for a while and it also seems you have never had an issue with them until now. In fact it seems you have been rather pleased with their services up till now by recommending them to other people and so forth.

Is really one bad phone/chat experience all that's needed to completely undo all the favour they have gained with you over the months and years?

Is one or two apparent bad apples in their support team really going to make you harm their reputation for the entire company?

If it was me, and I felt as strongly as you, I would send a formal written letter by post to a high end manager or even their CEO.

Their whole company shouldn't have to suffer for one or two support members who could quite possibly be new members of staff. That's certainly possible isn't it.

Just food for thought. Hopefully you get this resolved.

 

[shiftaction]

well being too harsh on them would be me saying to them:
--to take britted.com down anyway because it is continuing to attack my website with spam (yes still).
--Also I would tell them to update the use of terminology with their robots who provide customer service, as currently they seem to be obsessed with a legal sense of the words they use, as this happened with the word "spam" in my dialect with the person as they did not seem to think there was any other type of spam except that which would come from an email server.
--I was also told websites don't email, but my website emails me all the time, so I would tell them to quit lying to their customers as well. And if that's not the case they need about 72 hours of training done so that they are given a base experience, making the support team then capable of providing efficient support to customers.
--I'd tell them to fix their customer service (as I am doing), and then I'd tell them to suck on it......

So no, by asking them to simply fix their customer service, I do not think I am being harsh in any way whatsoever. Seeing how they cannot provide me back with the hour of life I lost while I lacked any support through their company because of their neglect and error to update their phone message which would of indicated the correct time zone to customers calling in.

I could ask for more too, seeing how they operate just like another crappy (Philippines) company I've dealt with, however I hope @namesilo doesn't also steal money from U.S. armed forces members though like the Philippines customer service is trained to do... those 2 support teams did bear a resemblance however, so seeing how namesilo has failed to fix this, or even comment other than making up what they (I guess) tried to assume what I was thinking, it would not surprise me at all if they did follow these practices.

Prove me otherwise namesilo, have your robots smile when they answer calls

 

[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

 

[LucidDomains]

I have no affiliation with NameSilo aside from being a regular customer.

Thank you for posting the above chat log.

Abusive behaviour should not be tolerated anywhere.

I'm done with this thread.

 

[shiftaction]

So i get crappy service on the phone, and another person keeps posting without having even read the posts and bullies me about it......Namesilo is just a pitiful company I guess seeing how they can't admit their own mistakes.

Again you abandoned this and random person just bullies your customers.... your company deserves the bad credit for neglecting to do anything.... thank you for finally replying I guess....

Guess I can't expect much from the dark side

 

[shiftaction]

@namesilo you neglect and abandon your real paying customers it seems....

Yet expect the world of them when you try to piss them off

 

[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 ?

 

[shiftaction]

Thanks for replying, honestly I'd just like them to retrain their people and get some customer service that's decent. When Godaddy and other companies way less credible are better than your company, there is a problem.

I mean it's kinda bad to go straight after someone's job when it's obvious the company will lie to protect themselves.... it's like why we are nominating Hillary Clinton in the US even after the lies and killing happening in her name, just a bunch of bad apples supporting to vote for a criminal and murdered basically because they all receive checks from her. In this instance, not calling the company so much murderers (of people) but in the same idea, they are protecting their people as if they have everything in the world to cover up and hide...... Since they did also seem to down-right refused to so much as a retraining session for their Customer Service Representatives.

 

[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.

 

[shiftaction]

@promo you don't offer crappy customer service with your business too do you? :P

I'm just pickin' promo, I'm sure you know what time zone you're in bud

I'm sure you don't waste an hour of your customers time, before being rude to them, expecting the world of them right?

Seems to be that way here, most people seem to think because a company's rude, it's okay, because @namesilo is just a nameless and faceless corporation..... just sad to see others support neglect of customers