Snapnames, Moniker, low support reply.

[steveteva]

Last friday I've got a email from snapnames, congratulation you ve acquired domain name.... your credit card have been charge ...

Msg:
______
Congratulations! You have successfully acquired the domain name .....com.

We have debited your account $69.00.

The domain is now registered to you. The registrar now managing your registration is Namevolcano.com.

Access to your Namevolcano.com registration will occur through the Moniker.com interface. You will receive a confirmation email from Moniker.com shortly.

Please note that WhoIs information may not reflect this change for up to 24 hours.

Thank you,
SnapNames
_____

Ok this is the good news. But then I receive an email your domain name can be manage from moniker and the account number is in the snapname account info. Then they also wrote they will contact me within 72 hours for more info about it. It's been 72 hours and no email confirmation.

I then log to the moniker account that suppose to list my domain name but ZERO domain.

I've check the Whois info and it is under my name and adress the only issue is the email adress that reflects an old one witch the email@domain does not belongs to me anymore, so I've update email for registrant to my new email in Moniker and Snapname to make sure they send info to me. But after 48 hours still same whois.

I've also contact their support services and it's been 48 hours without any answers.

I'm outside US and they have a phone number but I've read it could take half an hour before someone answers, so not even worth calling them.


I'm checking the spam box and email box everyday without luck.

Have you got any experiences with this situation? How long will I have to wait to get my domain name? When will they reply to my ticket? I'm mad!

 

[myleene]

I bought about 50 domains from them.

It usually takes from 3h to 72h to get an email describing how to access it.

They're good at drop-catching, but they use too many registrars and it's a total clusterfuck to manage them all.

I wouldn't get worried before the 5th day. It usually takes time and I'm used to it.

 

[steveteva]

Thanks for your reply it makes me less anxious now but still worrying that they stole my money that way.

Why don't they reply to support ticket, it's been 48 hours now! I've read their press release on a site and said support ticket will be answered within 24hours

 

[myleene]

Their support is TOTALLY terrible. I've never got someone on the phone (2-3 tries and waited 2 hours) and it takes well over 5-7 days for them to reply to really simple questions.

I hope I won't have any problems in the long run.

 

[steveteva]

Furthermore, another issue is that all Whois emails are incorrect and looks like it was taken from an old data and I could lose my domain name if the current owner of the email domain name has a catch-all email, he could ask login details and transfer to his registrar. I did update the whois in my moniker account but since there is no domain. How can my domain reflect to the Whois I've updated.

So I've contact Icann and submit a complaint.

 

[SearchEngineZ]

About 5% of the domains I have bought at SnapNames, the followup emails never arrived. Once, when I realised (months later) it was too late - the domains I had paid for had ended up with someone else.

 

[steveteva]

I've submitted a complaint to Icann about the Whois issue and will see how it works.
Support is still like dead, do they have so many complaints that it takes so long to reply and take action?
It's unbelievable, if I don't get my domain, I will certainly report to FTC, they billed my CC and I did not get my domain name.

 

[PeppyNames]

If you have been successfully charged then no need to panic. Call them up. I am sure they will give you your domain name. I have bought many names from Snapnames and never faced any problems. When it comes to backordering Snapnames is a company of repute.

Also don't forget to check your spam/bulk folder for any message from Snapnames. Maybe they have created you a new moniker account believing you don't have an active one.

Keep posted about further development.

 

[steveteva]

Good news.
Today after a full week since I've received their first email, I've got my domain name with apologized from them. I did send yesterday a support ticket that was going to legal stuff, so they have to accelerate things.


So I give them support 5/10
and snapping domains 8/10

Also this could be my case but not others, Wow hope that this doen't happens to me again.

 

[NameOmnia]

I have had the worst experience ever with them. Just horrible. I don't have enough words to describe their service. What I can suggest is to write on their FB page as they normally reply " quite quickly "

 

[SONICdomains]

Same Issue

I backordered a domain mid-December of last year and never received the log-in information.

Totally forgot about it until Snap successfully registered another domain last week that I had on backorder.

I haven't received the log-in information for that one and it's been 3 weeks. Although I can log into snapnames, I can't log into any of my moniker accounts and the password retrieval doesn't work even though the account is associated with my email address.

Emailing their support has yielded no response. This is getting ridiculous.

I need to renew the year old domain while it's still in the grace period, and I also need the damned log-in information for the new domain.

Gene

 

[SONICdomains]

I called their support number listed here and they resolved the issue. For some reason it was not dropping the newly snapped domains into the associated moniker account.

Took about 50 minutes to resolve (30 on hold. 20 to find the domain and send the login info):

https://www.snapnames.com/support.jsp

 

[joshny]

it has a really bad support system by the looks of it, any better recommendations?

 

[RazorNF]

it has a really bad support system by the looks of it, any better recommendations?

Do you mean an alternative way of getting a hold of them for support, or another dropcatcher altogether?

To effectively maximize your chances during pure drops, you really can't rule out backordering at Snapnames, as they are a major player, in addition to Namejet, and perhaps a handful of other smaller guys.