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]

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

 

[promo]

No I dont. In fact I value good service just as much as you do. If I do complain it is usually because of bad service.

But you take this to a new level and you do not listen to reason. In this case the company in question actually came out in public and answered you in a very reasonable way. Still you persisted in what most people here thought was unreasonable demands. In the end the company had to post the complete chat log that documented abuse from your side and nothing from their side. That is pretty unheard of. You are cyber bullying them.

People do not agree with you and your assessment. You should try and take that to heart.

 

[shiftaction]

Did namesilo bounce you on their knee and sit you on their lap?

How you can just take a chat convo and ignore the opening an hour late, and as well ignoring that there was a phone convo that happened, is totally beyond me how you say you value good customer service, because I didn't have you on my lap, bouncing you on my knee either during the phone call, so not sure how you pulled such a bias statement against someone who is a customer in this situation.

So sad how you heartless businesses just agree with eachother, that your customers are not important past your own sight, but yet state that you value customer service. You only seem to value hearing yourself type.

 

[wayne wooldridge]

I'm not quite sure why you don't just let it go. I for one can understand being frustrated over an unpleasant confrontation with cs over the phone. On the other hand, it's a rather trivial thing to get bent out of shape about. If I slung mud over every unpleasant phone call I had with businesses, I'd have no time for anything else.

Let alone the fact that, every fault you pointed out to them, they either apologised or levied your complaint by by actually changing to meet your expectations...

Furthermore, and I'm sure others would agree, it would be very easy to assume that the transcription of your original phone call would likely read almost verbatim like the chat that was posted. I almost feel sorry for the admin on the other line.

Then again, I could be wrong. It could be that you were caller number 50 after 49 previous stressful conversations with other customers blaming him for everything under the sun and had just had enough.

We are all human... Let it go and just take your business elsewhere if you're that unhappy with them.

 

[dirtrider83]

Thank you very much for this review. I'm not sure if the original problems were legitimate or not, but I must say that the responses on here from NameSilo has now put them at the top of my list of registrars to try. Pretty sure this is the opposite result that was intended lol. Their responses seem like they really tried to rectify the situation in a professional manner.