Pool.com or Namescout Poor Customer Service?

[bmugford]

I purchased a domain on Pool Marketplace 48 hours ago, and after I was immediately billed I have been in limbo the last two days wondering what was happening. The website says 24 hours, and I have never used Pool before so I was concerned about the process. I email Pool.com about the issue and they responded below.

Discussion Thread
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Response (Jamie H.) - 04/09/2008 03:14 PM
Hello;

Thank you for contacting Pool.com, we are pleased to assist you with your inquiry.

We successfully billed payment for XXXX.com via the credit card on file with your account.

As seen via a WHOIS search at: http://www.whois-search.com, your registrar has now updated their database to reflect you as the registrant for this domain.

Your registrar for this domain is Namescout.com and I have sent them an email requesting that they resend your login details.

If you would also like to contact your registrar, I have included their contact details below:

[email protected]
613-768-5140
www.namescout.com



Thank you for using Pool.com

Regards,

Pool.com Customer Service

Customer (Brad Mugford) - 04/07/2008 03:24 PM
I am new to the Pool.com Marketplace, and just finished as the high bidder on the domain XXXX.com

I am wondering what the process is now. How do I pay for the auction?

Thanks,
Brad



After this I emailed Namescout and got the following response -

Subject
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I was the winner for the domain XXXX.com on Pool Marketplace, and have alread...


Discussion Thread
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Response (David Lewis) - 04/09/2008 10:07 AM
Hello;

Thank you for contacting Customer Service.

We apologize for any confusion however we are unable to assist you regarding your inquiry as the domain you have listed is being managed by Internic.ca, a dot.ca accredited registrar who has partnered with us in order to register global domain names such as dot.com and dot.net. As your domain is being held managed within their account, this means your domain was in fact registered with them. To access your account, or make any modifications to your domain, you will have to contact Internic.ca

Their main website is: http://www.internic.ca.

Their support email address is [email protected].

Please direct all future inquiries to this company as they are your registrar of record for your domain.

Customer (Shawn Mugford) - 04/09/2008 04:49 AM
I was the winner for the domain XXXX.com on Pool Marketplace, and have already paid. Pool.com says the transfer would occur within 24 hours, and it has been 2 days now.

When will this domain be transferred to me, and what is the process?

Thanks


Then after this email, all of a sudden I was sent an email with my login details from Namescout. The problem is when i login the domain is not there.
I have no idea who is at fault here, Pool or Namescout but hopefully they can figure it out.

Dear Shawn,

The following domain(s) were successfully registered with Namescout.com, an ICANN accredited registrar and a member of Pool.com's Registrar Program.

XXXX.com

Namescout.com is currently managing the domain(s). To review the domain(s) you will need to log into the FREE Namescout.com Master Account that was created for you. To log into your account now, please use the following information:

URL: www.namescout.com
Username: XXXXXXXXX
Password: XXXXXXXXX

Once logged in, you can manage all aspects of your domain(s). Listed below is a brief outline of the KEY FEATURES that may be of immediate interest to you:

AUTO-RENEWAL: Enable this feature under the Domain Admin tab in your Master Account and your domain(s) will be automatically renewed approximately 37 days prior to its expiry date. With this feature enabled you can feel secure your domain(s) are safe from expiring.

LOGIN INFORMATION: We provide your initial Username and Password with which to access your new Master Account. Update your Username and Password at any time via the Account Preferences tab in your account.

DNS INFORMATION: Enter the name(s) and/or IP addresses of the DNS servers you wish to use via the Account Preferences tab in your Master Account.

We provide our customers with industry-leading support as well as a full-suite of domain name services. As always, our Customer Service team can be reached via email at [email protected] or via phone at +1-613-768-5140.

By logging into your account and administering the domain(s), you agree to Namescout.com's Terms of Service [https://www.namescout.com/TermsAndConditions.asp].

Sincerely,

Customer Service
Namescout.com