- Impact
- 1
I have used network solutions for several year to manage my domains, the service had been good up to 3 weeks ago when it went bang!
This is a warning in case anyone else thinks they will do what they tell you they will do, because for me they did not.
1. I get an email alert that a .es domain was due to be renewed.
2. I renewed the domain.
3. I get my payment returned 2 days later, no explaination!
4. I contact support (this is so backward a support system it is unbelievable).
5. They inform me 2 days later that the domain needs to be renewed 57 days before it expires.
Note the domain was renewed by me when they informed me it needed to be renewed!
6. I get another email alert to renew the domain * right away * or I would lose it.
7. I renew the domain name * for the second time *
8. I receive the confirmation from Pay pal for the payment * no details just the total charged *
9. I report this and the fact the domain renewal is in a mess to network support.
9. I get a call from support and after talking to them for 20 minutes they tell me there is a problem in the system, the domain has been activated again and they are very sorry for this.
10. I get a call 15 minuted later from another support person telling me the problem is not sorted and I need to pay for the domain renewal, after I explain the whole thing again they tell me the domain needs to be renewed 57 days before it expires. I end being told they will contact me again.
11. I send another message to support outlining this problem and that I need to get this sorted, the domain is not activated (1 week the domain is not available now).
12. I get another call from support to tell me everything they told me before, I tell them the domain is not activated and they said it is and if it the site is not available the problem is with my hosting company. I know the problem is not with my hosting company because I run the server!
I ask to speak to a manager.
13. I eventually get a manager (!), first this he says is.... You have some questions on the legalites of....., I stop him and explain the situation, he starts the whole 57 day story.... again!
14. I explain the same points I sent in the email, the manager answers... oh I see, I see!!!! I explain the renewal emails they sent out and that I renewed when these arrived.... yes I see, I see that here!!!!
15. The manager goes on to tell me the user agreement states .... 57 days........
16. I explain if the domain needs to be renewed 57 days before it expired then they should send the renewal emails out before that period and not a couple of weeks before the expire period..... the guy starts to seem to understand, tells me he will see what he can do and get back to me. I explain the site is now down a week because of this and I need it sorted out * now *, he said he will get back to me or I should call them back!!!!
17. 2 days later I get an email from netword solutions telling me my second renewal for the domain has been refunded to my account, no explaination.....
This is still all going on, I now have a web site that has been down for a week and will be until they get this sorted. If a .es domain needs to be renewed 57 days before it expired then they should send the renewal alert emails out before that period and not after it has passed. One of the main reasons I am with network solutions was because one of their selling points is they will alert you when a renewal is due! And guess what, I am still asked to renew the domain on my network solutions account, bad, bad, bad service.
If anyone wants a professional domain management company then I would advices them not to look at network solutions because professional it has not been with me and they certainly do not understand the importance of the service they are advertising.
This is a warning in case anyone else thinks they will do what they tell you they will do, because for me they did not.
1. I get an email alert that a .es domain was due to be renewed.
2. I renewed the domain.
3. I get my payment returned 2 days later, no explaination!
4. I contact support (this is so backward a support system it is unbelievable).
5. They inform me 2 days later that the domain needs to be renewed 57 days before it expires.
Note the domain was renewed by me when they informed me it needed to be renewed!
6. I get another email alert to renew the domain * right away * or I would lose it.
7. I renew the domain name * for the second time *
8. I receive the confirmation from Pay pal for the payment * no details just the total charged *
9. I report this and the fact the domain renewal is in a mess to network support.
9. I get a call from support and after talking to them for 20 minutes they tell me there is a problem in the system, the domain has been activated again and they are very sorry for this.
10. I get a call 15 minuted later from another support person telling me the problem is not sorted and I need to pay for the domain renewal, after I explain the whole thing again they tell me the domain needs to be renewed 57 days before it expires. I end being told they will contact me again.
11. I send another message to support outlining this problem and that I need to get this sorted, the domain is not activated (1 week the domain is not available now).
12. I get another call from support to tell me everything they told me before, I tell them the domain is not activated and they said it is and if it the site is not available the problem is with my hosting company. I know the problem is not with my hosting company because I run the server!
I ask to speak to a manager.
13. I eventually get a manager (!), first this he says is.... You have some questions on the legalites of....., I stop him and explain the situation, he starts the whole 57 day story.... again!
14. I explain the same points I sent in the email, the manager answers... oh I see, I see!!!! I explain the renewal emails they sent out and that I renewed when these arrived.... yes I see, I see that here!!!!
15. The manager goes on to tell me the user agreement states .... 57 days........
16. I explain if the domain needs to be renewed 57 days before it expired then they should send the renewal emails out before that period and not a couple of weeks before the expire period..... the guy starts to seem to understand, tells me he will see what he can do and get back to me. I explain the site is now down a week because of this and I need it sorted out * now *, he said he will get back to me or I should call them back!!!!
17. 2 days later I get an email from netword solutions telling me my second renewal for the domain has been refunded to my account, no explaination.....
This is still all going on, I now have a web site that has been down for a week and will be until they get this sorted. If a .es domain needs to be renewed 57 days before it expired then they should send the renewal alert emails out before that period and not after it has passed. One of the main reasons I am with network solutions was because one of their selling points is they will alert you when a renewal is due! And guess what, I am still asked to renew the domain on my network solutions account, bad, bad, bad service.
If anyone wants a professional domain management company then I would advices them not to look at network solutions because professional it has not been with me and they certainly do not understand the importance of the service they are advertising.
