Sav Official Thread

[Nick R]

Hello NamePros community! We are creating a single thread where we can share announcements in, talk about product updates, people can ask questions and host a great discussion on all things domains!

 

[Dave Vima]

Hi,
I have not received an answer nor a solution yet from anyone from SAV, just automated emails threatening me to close my auctions access and to auction again the domain I won.

I will keep everyone updated here about how this whole auction mess at SAV evolves.

@Dave Vima - I do see that our support team responded back. Since this is related to your Payment Issue and Fraud Detection we do need to continue this conversation from within the ticket.

@NickDeeD - DM me the ticket number and Ill have someone look over the weekend.

@Brandworthy - I did take a look at ticket number 117420 and it looks to have been resolved.

@DirkS - As noted earlier in this thread: When an issue does come up, please submit a support ticket to [email protected] and DM us the ticket number & your email so we can look into it right away. We are unable to look into any issues posted directly in this thread as we do not have a way to access your Sav account based off your NP username.

@alcy - Auth codes will be back on the web UI early next week.

 

[namesprout]

I'm still waiting on domains to show up in my account that I paid for via backorder through the week, I got domains, mon, tues, wed, thurs, fri, sat, and all the ones that I used the backorder service haven't shown up. If I buy domains that just drop, they do show up in my account. What's wrong with your backorder processing?

 

[Dave Vima]

Unbelievable SAV is a Joke!

Hello Dave,

The high bidder for the auction ____com was unable to complete the transaction.
What ???
Due to this, we have restarted the auction and all bids have been reset.

Now they are selling my domain after they failed to charge me or offer simple Solution!

If you are still interested in participating in the auction, please place a new bid before the auction closes in 10 days.

Stop this arbitrary actions and ABUSE toward your customers!

Here is my nightmare story with SAV Auctions:

I won an auction for a domain at SAV, they claim the payment did not go through, (I will explain this later) But now I am being threatened by SAV with mails they do not answer, saying I will be blocked out of auctions for "not paying" for the domain I won. The payment was not processed they claim, which is not true because all my cards on file with SAV and PayPal are active, triple checked and NO CHARGE was made for this auction, and other SAV backorders went fine, how can they can explain this?

It is obviously SAV´s fault, but they are taking it on me the customer, failing miserably to process a simple charge or offer a simple link to pay.

EVEN WORST.

SAV Support is really SLOW and answers after 48 hours with no solutions but with more excuses NOW SAYING they will Auction again the domain I won!!

HOW CAN I PAY THEM?

SAV DASHBOARD has No link or tab or any other way in their system for clients to Check the Status of an auction, nor to PAY for a won pending payment auction.
NOTHING, they run on a pretty weak/lame dashboard to say the less and offer no solution but pass the blame on the client???

I have 3 forms of payment added to my SAV’s account I have asked several times to be charged/invoiced or simply Give me a link to pay, the answer?

SILENCE, Clearly they would rather stay quiet and offer NO solution and go auction the domain I won, back while blocking me out, in the process.

My hands are tied!

Note that I've been registering and backordering domains with SAV every week while this happened and ALL charges went just fine, the same day I won the auction they kept charging me normally for other services! How can they explain that?

WITH THE AUCTIONS they have clearly lost heir North, affecting my interests with delays, threats and silly excuses, will they block me? At the same time they do not charge me, nor they offered a simple invoice or link to PAY for the auction I am running in circles and no solution so far. Will keep you posted guys.

My opinion: "SAV, auctions" Not recommended!

 

[xeroox]

They really have an issue with the strict fraud protection and slow support

 

[Dave Vima]

They are seriously affecting my interests by failing to offer a simple solution blocking me when it's Not my fault and preventing me from Acquiring the Domain I legally won at the public auction.

What are my rights here?

How Reliable and Serious is SAV?

They really have an issue with the strict fraud protection and slow support

 

[twiki]

I'm having issues all the time with Sav as certain domains cannot be registered, although they are free (irrespective of the tld). It says "Unsuccessful Items From Your Cart". Trying again doesn't work as the situation is a stubborn one. So in such case I simply use a different registrar to register the domain.

Anyway. It is annoying of course - but I'm not going to create any drama right now.

My point is, to a few other NP members here:

If you're so upset about Sav, why do you continue using them?

I can even answer that for you, the reason is simple: Price. You're using Sav cause it has the lowest price. Yet you expect great support for that. I'm sorry but this is always the case: You get what you pay for.

If you haven't figured out this already: Sav is a low-cost registrar. Like everything else in life, this also comes with pros and cons.

Support is likely small and overstretched right now, because it simply is. In such low-cost domain registrations you don't make money if you have top-notch support added, but losses.

So support will be slow and technical issues can occur. With time, they can improve. Right now with the tech updates errors can be even more prominent and more of them. So what you need is right now is, read my words here: Patience.

Side note, their aftermarket choices are also tailored on their need to make money after registration and feed the balance sheet, as it appears to me they don't make any money from our registrations, but the contrary. And a registrar that is losing money is not one you want to be with.

I'm really sorry for everyone that has bad issues with Sav. I have issues too.

But the point is, either realize right now they are a low cost registrar and this comes with certain issues, OR use a different one - with a better(Edit: and faster) support and service, but obviously at a different cost. For now at least, it is what it is. A lot of complaining and drama doesn't help you at this stage.

Patience is needed. If you don't have it, perhaps Sav is not the right choice for you.

I've had tech projects of significant magnitude in the past so I know the drill. With time, they will improve if users give them enough time to fix the problems. Or not - but that is to be seen, in time. So again, patience is key. Feedback will also work over time and steer them in the right direction but this cannot happen overnight with such a large number of issues.

Just my 2 cents...

 

[Brandworthy]

I'm still waiting on domains to show up in my account that I paid for via backorder through the week, I got domains, mon, tues, wed, thurs, fri, sat, and all the ones that I used the backorder service haven't shown up

Same thing. Paid for 10 backordered names, but My Domains still shows "No domain in account." First name caught on Jan 16, so 8 days now. Help with this appreciated @Nick R

 

[Nick R]

Hello All,

It looks like there may be an issue processing some drop caught domains - specifically from Afilias. We have someone looking into it as we speak and ensuring all domains get added to accounts today.

A General PSA:
When an issue does come up, please submit a support ticket to [email protected] and DM us the ticket number & your email so we can look into it right away. We are unable to look into any issues posted directly in this thread as we do not have a way to access your Sav account based off your NP username.

 

[namesprout]

Thanks Nick, the issue has been resolved and the domains are now showing up in my account.

 

[Dave Vima]

Waiting since January 18 here.

Not even one ticket has been answered yet nor a solution has been offered.
I PMed you as per your request, no solution so far days pass by and no solution is being offered, instead the domain is back into your auctions platform.
You already have the ticket number and know what the issue is, yet Not a single reply but... SILENCE.

Hello All,

A General PSA:
When an issue does come up, please submit a support ticket to [email protected] and DM us the ticket number & your email so we can look into it right away. We are unable to look into any issues posted directly in this thread as we do not have a way to access your Sav account based off your NP username.

 

[Brandworthy]

It looks like there may be an issue processing some drop caught domains - specifically from Afilias. We have someone looking into it as we speak and ensuring all domains get added to accounts today.

Thank you. My issues are also now resolved. Your assistance here is very much appreciated, and I look forward to doing more business through your platform in future.

 

[Nick R]

@Dave Vima We do have your ticket, are looking into it and will have a reply during normal business hours. You should hear back today.

@Brandworthy @namesprout - Great to hear! We look forward to great relationship as well.



A General PSA:
When an issue does come up, please submit a support ticket to [email protected] and DM us the ticket number & your email so we can look into it right away. We are unable to look into any issues posted directly in this thread as we do not have a way to access your Sav account based off your NP username.

 

[crunchyg]

@Nick R We have an outgoing domain transfer, and the buyer is eager to receive the domain. Why doesn't Sav offer the option for registrants to approve outgoing transfers like most modern registrars do and forces recipients to wait the full 5 days instead?

 

[dirk]

@Nick R

Are you guys for real? Again, all my domains were updated to use different nameservers on the 14th and this is your explanation?

"It looks like the person who used to own this domain's nameservers were set on the domain at the registry. I will reach out to them to find out what happened. From Sav's end it appears everything was OK, but when we tried to update the nameservers back to your actual setting, the command failed because the nameservers had changed at the registry."

Historical data shows these domains never used efty nameservers before. They're a mix of previous owners. And the registry changed the nameservers at the root? What then? The .com zone is compromised? And they won't let you update?

My domains did update now but not to the nameservers I set and have been using eversince I had them in my account. You clowns forgot to add the third nameserver. Not that it matters. It still doesn't explain how come I set my 3 nameservers, domains have been working for months, then they get updated without showing a change in the panel and not being able to update them.

Are you guys considering a major bug in your software? Consider someone is using you guys on a production domain. Days of being blackholed after the issue has been reported. That won't end well.

Do you guys consider your system is hacked? Again, this is a very serious issue and judging by your reply I should most probably report this with my entire log to ICANN.

I just replied to your support guy. You have the ticket#. I expect a full report that actually makes any sense.

 

[Dave Vima]

Here is the null, empty answer I received from poor Mathew aka SAV support.

He seems to be so overwhelmed with Problems and Tickets that he is not even looking into the issue but coming with empty answers that make little to no sense at all… almost 9 days later still sitting in LIMBO here.

[ I would suggest using PayPal to ensure your payment methods have a backup. We do not have a manual payment option... ]

I added 3 forms of Payment long time go, PayPal is one of them. SAV's answer is funny and useless to say the less.

@Dave Vima We do have your ticket, are looking into it and will have a reply during normal business hours. You should hear back today.

 

[DNcity]

Thanks for your help, @Nick R
I see you tried a lot.
Your assistance here is very much appreciated, and I look forward to doing more business through your platform in future .
Best regards

 

[SergioM]

Hello @Nick R

When I searching in my management panel, I should write full of the domain name including extension. I can't do keyword searches.

For example;

luxurycar.com is my domain. I should write luxurycar.com to find the domain. But I like to find it easy by writing "lux".


If you can improve it, that would have to be great!


Regards,

 

[NickDeeD]

@Nick R
.....
Do you guys consider your system is hacked? Again, this is a very serious issue and judging by your reply I should most probably report this with my entire log to ICANN.

That is what we are worried about too.

Putting aside the fact that we have been waiting 10 days for our domains to be properly transferred across to Sav.com (and all the delays have been due to Sav, and not the other registrar they are coming from), and also putting aside the fact that Sav support is no longer responding to our emails, what we have seen in the last few days is the Registrar WHOIS Server change from:

whois.nameking.com

to:

whois-service.virtualcloud.co

I believe nameking.com is the old Sav before it was rebranded to Sav, but the virtualcloud.co domain looks like it is owned by a dodgy looking IT company in Israel with only 2 employees:

linkedin [DOT] com/company/virtual-it-israel/about/

The virtualcloud.co domain also looks like it's for sale (!!):

groovedomain [DOT] com/domain/virtualcloud.co/

@Nick R can you please explain (among the other issues), what is happening with the WHOIS Server entry, and why it has been changed from a nameking.com subdomain to a virtualcloud.co subdomain? And also why is virtualcloud.co for sale???

 

[alcy]

@Nick R keep getting unsuccessful reg emails for available domains...info..com..etc
hard to be a registrar if we cant reg names...

also are we back to square one ...number names in accnt not showing... we fought for it for months b4 update...now u just pee on all this fighting and dont even remember include what people begged u for for months...

what a crap team of coders u got there who peenon peoples hard won things like this...no respect

 

[dirk]

That is what we are worried about too.

Putting aside the fact that we have been waiting 10 days for our domains to be properly transferred across to Sav.com (and all the delays have been due to Sav, and not the other registrar they are coming from), and also putting aside the fact that Sav support is no longer responding to our emails, what we have seen in the last few days is the Registrar WHOIS Server change from:

whois.nameking.com

to:

whois-service.virtualcloud.co

I believe nameking.com is the old Sav before it was rebranded to Sav, but the virtualcloud.co domain looks like it is owned by a dodgy looking IT company in Israel with only 2 employees:

linkedin [DOT] com/company/virtual-it-israel/about/

The virtualcloud.co domain also looks like it's for sale (!!):

groovedomain [DOT] com/domain/virtualcloud.co/

@Nick R can you please explain (among the other issues), what is happening with the WHOIS Server entry, and why it has been changed from a nameking.com subdomain to a virtualcloud.co subdomain? And also why is virtualcloud.co for sale???

Yes, I noticed that too. Thanks for pointing that out. The domain being listed for sale could just be an old listing but it makes little sense for them to be using it.

My best bet is that they are having issues merging 2 versions of their backend. A code Push gone wrong. Things like that.

I have just a couple of domains left at SAV now but will stop using them entirely. Since they apparently have no clue what's going on it's clear to me they either lack the technical abilities to be running a registrar, their backend is messed up or they were hacked.

Looking at their past issues and their not so transparent business structure I doubt any domain residing at this registrar is safe at all.