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I don't know if anyone else is experiencing sub-par service through the SNAPNAMES system, but around 20-22 days ago SNAPNAMES caught a domain and charged me. I still don't have access to the domain they caught.
It was apparently registered through DIRECTI, one of many sub-par registrars they seems to use among some decent ones.
I never got my log-in information, so I contacted SNAPNAMES to reach out to where my names is as their link to DIRECTI was directing me to BigRock.com and when I contacted their support, the rep tells me they don't have that name in their registrar database.
The whois info shows the following: Registrar URL: http://www.publicdomainregistry.com
1- The first time I contacted Snapnames by email: Snapnames response was that they will contact the registrar the name is at and ask them to send the log-in info. Never received anything. Didn't get a follow up from Snapnames to make sure I got the info.
2- About a week later, I called to get a straight answer, they said they apparently there's an issue with my postal code at the registrar level and it was glitching. I own over 1000+ names not go into specifics, but apparently the postal code is the issue, but Snapnames will follow up with Directi to get this resolved.
3- Now week 3, still no answer, still no follow-up. I called again to see what is going on.. it's ridiculous to make someone wait 3 weeks to get his own name when you already charged him right away and confirmed that you secured the name. I get this rep today who tells me almost verbatim "I will send them an update request". I told him you've been telling me that for 3 weeks now, what tells me this will not still be going on 2 months from now.. I need some concrete steps and answers. He tells me I can't do anything about it, I will contact them and send you an email when we get a response.
That is acceptable the first 1, MAYBE 2 weeks. Not after 3 weeks of waiting for access to my domain because of apparently a ridiculous issue of a postal code which is correct to start with. You would expect to hear, I'll call them right away.
I told him Snapnames can take possession of the name in a holding account at that registrar, then I can deal directly with Snapnames to resolve the issue since it seems DIRECTI is incompetent in fixing this relatively minor issue.. the Snapnames rep tells me they don't have such procedures..
He kept repeating a 2-3 line generic text which basically sounded like "don't contact us, we'll contact you".
For a MULTI-MILLION dollar company, this is absolutely ridiculous. Frustrating because they choose to deal with random registrars who are not top notch and the client is left running after their domain. Not the first time, there's similar issues, but the last time it got resolved within a couple of days.
Yes there's worst things going on in this world, but that's not an excuse for incompetency.
It was apparently registered through DIRECTI, one of many sub-par registrars they seems to use among some decent ones.
I never got my log-in information, so I contacted SNAPNAMES to reach out to where my names is as their link to DIRECTI was directing me to BigRock.com and when I contacted their support, the rep tells me they don't have that name in their registrar database.
The whois info shows the following: Registrar URL: http://www.publicdomainregistry.com
1- The first time I contacted Snapnames by email: Snapnames response was that they will contact the registrar the name is at and ask them to send the log-in info. Never received anything. Didn't get a follow up from Snapnames to make sure I got the info.
2- About a week later, I called to get a straight answer, they said they apparently there's an issue with my postal code at the registrar level and it was glitching. I own over 1000+ names not go into specifics, but apparently the postal code is the issue, but Snapnames will follow up with Directi to get this resolved.
3- Now week 3, still no answer, still no follow-up. I called again to see what is going on.. it's ridiculous to make someone wait 3 weeks to get his own name when you already charged him right away and confirmed that you secured the name. I get this rep today who tells me almost verbatim "I will send them an update request". I told him you've been telling me that for 3 weeks now, what tells me this will not still be going on 2 months from now.. I need some concrete steps and answers. He tells me I can't do anything about it, I will contact them and send you an email when we get a response.
That is acceptable the first 1, MAYBE 2 weeks. Not after 3 weeks of waiting for access to my domain because of apparently a ridiculous issue of a postal code which is correct to start with. You would expect to hear, I'll call them right away.
I told him Snapnames can take possession of the name in a holding account at that registrar, then I can deal directly with Snapnames to resolve the issue since it seems DIRECTI is incompetent in fixing this relatively minor issue.. the Snapnames rep tells me they don't have such procedures..
He kept repeating a 2-3 line generic text which basically sounded like "don't contact us, we'll contact you".
For a MULTI-MILLION dollar company, this is absolutely ridiculous. Frustrating because they choose to deal with random registrars who are not top notch and the client is left running after their domain. Not the first time, there's similar issues, but the last time it got resolved within a couple of days.
Yes there's worst things going on in this world, but that's not an excuse for incompetency.
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