Bottom line, this company does not support the services it sells ...period.
I have started transferring all my names out of there after repeated emails to customer service to fix a problem with their control panel.
My issue is that their control panel does not let you BULK modify WHOIS record...which has been a big pain in the rear for me. Also occasionally their control panel lets a name expire (even if you have renewed it)...just a small problem right unless you lose your most valuable name..
Long story short, I have given up on this company.
when you call them at night, if you are on hold don't wait because last time I waited for 1.5 hours to be the "first in line", but the "first in line" is always the "first in line", never reached a real person!