Problems, Bugs and Fixes at Afternic - Report Problems Here

Discussion in 'Domain Marketplace Reviews' started by carob, Mar 12, 2017.

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  1. Arca

    Arca Active Member VIP

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    After usually having to wait 4-7 days to get a reply from customer support, there was a period in fall 2017 where I seemed to get replies within 3-4 days, which was a good improvement. But after getting better for a while, customer support has been deteriorating again. Over the past 6 weeks I've gotten either no response or really delayed replies after contacting customer support - [email protected] - usually at least 5-10 days before hearing anything. And to get any kind of answer I often have to follow up or re-send the email, otherwise I just don't hear back at all. Most recent email I sent to customer towards the end of 2017 didn't get a response until yesterday; and that was after I had sent them a follow up reminding them to reply, without which I would likely not have gotten any response. I don't think 5-10 days to get a reply, or no reply at all unless you re-send or follow up, is satisfactory, and I hope to see serious improvements in this area in 2018.

    I've seen Joe state several times that 90% of emails to [email protected] are usually replied to within 24 hours and that they are tracked, so emails don't go unanswered - I think only about 3-5% of my emails to Afternic have gotten a response within 24 hours and a higher number than what is acceptable go unanswered (until I re-send the email, telling them to reply because they've already ignored it first time I sent it - that usually gets them to reply, but why not just reply first time around?). I find it odd that I'm consistently in the 10% that don't get a response within 24 hours, and usually get a reply after 4, 7, 9 days, or no reply at all.

    Anyone else constantly in the delayed 10% that almost never get a quick reply from Afternic CS? Or are other users here actually getting a reply from support within 24 hours, 90% of the time?
     
    The views expressed on this page by users and staff are their own, not those of NamePros.
  2. Premiums

    Premiums FREELANSE.COM VIP

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    I have no problem with Afternic in 2018. Great customer service, quick response time, I really appreciate it.
     
  3. Nat Hunt

    Nat Hunt Business Member Business Account VIP

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    @Arca They seem to take anywhere from 2 to 6 days to respond to me, roughly.
     
  4. tonyk2000

    tonyk2000 Business Member Business Account ★★★★★★★★★★

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    I see no noticeable changes with the speed of afternic replies. They do reply on the 3rd business day on average (at least this is my experience), and the reply may or may not be adequate. More frequently, the replies are having at least something to do with the issue though, which by itself is a good sign. One thing I found is - never, never ask them about two separate (or even related issues) in one email. They'd usually select one issue and ignore the second.

    One exception I remember was a correspondece with [email protected] (transaction assurance) I had about a particular non-fasttransfer sale, the replies were almost instant. But it was not a [email protected] email we are using for day-to-day communications.
     
    Last edited: Jan 10, 2018 at 5:03 PM
  5. Joe Styler

    Joe Styler Aftermarket Product Manager GoDaddy Staff Afternic Staff PRO VIP

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    It may be something with your email address. Next time you email support please cc your account rep and have them keep an eye on the email and the time frame so they can follow exactly what happens and see if there is an issue.
     
  6. Arca

    Arca Active Member VIP

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    @Joe Styler - Thanks. Could you clarify these two questions? I'm sure your answer would be helpful to other users too:

    1. Could you clarify the difference between the payout options of wire transfer and eCheck at Afternic? There doesn't seem to be much difference other than lower transaction fees and lower payout threshold for eCheck over wire transfer. Wire is of course available for international users, but it appears that eCheck is also available to international users. What reasons are there for choosing one over the other? Which payment method would you recommend for international payouts?

    2. Is there any way for us to control when we want to get paid and which payout option we want to use for each payment? For example, at Name Silo and BrandBucket, you can select specifically which domains you want to get paid for by checking a box next to the domain and selecting the desired payout actions, such as getting paid for them separately at different times or at the same time in one lump sum, and also how we want to get paid, such as by wire/PP - so if you are waiting for five payments, you could get two sent out by paypal and three via wire, and you could control how they are sent out, for example I generally prefer to not get large amounts sent to my PayPal account at once (I prefer to delay some of the funds by not getting paid for all the domains at the same time or divide the funds between PP and wire payouts for separate names). However, I have not figured out any way to deal with this at Afternic. From my experience it appears there is no way to control payouts and they just accumulate for some time and then they are all paid out simultaneously to whatever is the default payment method at that moment. Ideally we could have some more control over our domain sales payouts.

    Could you shed some light on whether there is currently any way to take more control over how our payouts are being made, other than setting the default payout method and getting an automatic payment of all payouts at once?
     
  7. Joe Styler

    Joe Styler Aftermarket Product Manager GoDaddy Staff Afternic Staff PRO VIP

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    1. Basically they act the same. Some countries only allow one or the other. Some allow both. Some banks prefer to receive money one certain way so we give as many options as we can.
    2. No - no way to do that and probably not one coming in the near future.
     
  8. tonyk2000

    tonyk2000 Business Member Business Account ★★★★★★★★★★

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    As for payments, imho there is something for GD to consider. I understand that GoDaddy is not in position to deal with bitcoins etc. because of an intention to set rebills, something that is possible for credit cards but impossible for bitcoins. I can understand this position, as rebills are the key and have always been. However, this policy indirectly affects aftermarket transactions unfortunately.

    Of course GD and Afternic will have to implements this extra pay-in / payout method earlier or later, as soon as it becomes obvious that an income is lost due to competing marketplaces and registrars offering something that GD does not.

    So, why not to implement it today at least for aftermarket transactions?
     
  9. Joe Styler

    Joe Styler Aftermarket Product Manager GoDaddy Staff Afternic Staff PRO VIP

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    We always look at things. We talk about payments all the time. In fact in two minutes I am in another meeting about them. I don't think anything is going to change in the near future on them.
     
  10. Arca

    Arca Active Member VIP

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    @Joe Styler - Is the sales payment method determined by the default payment method at the time of sale or at the time payment is scheduled by the system?

    Say for example my default payment is PayPal and I sell five domains. If I change my payout to wire transfer after they have sold (but prior to payment being scheduled by the system), will the sales proceeds for these five domains be sent to me via PayPal or wire?
     

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