What The Hell's Wrong With Moniker's Support?

[sashas]

I want to start an Escrow transaction at Moniker (I've never used them before), but when I try and start it, I get an error message that the xyz.com name is already in an escrow transaction (??)

So I try and get in touch with Moniker's support. Their hours of operation are Mon-Friday, and then Sunday 9-6pm.

I've been trying to call them for the past one hour. No one picks up the phone...I get the voicemail. I mean come on. Is this some joke? Leaving a message? I'm not calling my drinking buddy over for a game of pool...I'm calling a professional company.

Moniker, you might be a great registrar, but you really need to get your customer service together. I feel as if I'm calling Monte's house directly when I call up Moniker. Invest in a dozen good sales people and then maybe I'll transferring my names to you. :yell:

 

[HeyGeek]

Did you try leaving a message? I run an internet based company and we have our phones set to answering machine (800 number goes to cell phone) on the weekends, although we usually respond to all messages within 10 minutes or so. I know Moniker is bigger then my company but it doesn't hurt to leave a message and see if they call you back right away. Also, I know how irritating it can be to get a machine when you were expecting a live person but if you actually leave a message they will sometimes call you back sooner then you think. Just my 2 cents for what it's worth.

 

[sashas]

left a message. No response from their side.
Moniker almost never responds to emails, and their phone support is going down the drain too.
Is Monte becoming too involved with Traffic to take care of his company?

 

[npcomplete]

left a message. No response from their side.
Moniker almost never responds to emails, and their phone support is going down the drain too.
Is Monte becoming too involved with Traffic to take care of his company?

This is a good comment. Maybe I can cut them some slack, given that it is a Sunday, and the day after a live auction. One does have to wonder though about the ongoing pattern for non-Sundays after a live auction. IMHO, there is a pattern of non-answered phone calls and non-answered emails about important issues.

Like most domainers, I have things spread all over between multiple registrars. My main registrar, however, is Fabulous. There support is Fabulous. Any time of the day they respond within minutes. I have never called them before, but I have heard reports that they are also excellent on the phone.

Sadly, customer support is apparently an old school concept. Not just in domaining, but throughout all industries.

Marc

 

[sashas]

The thing is, this is not the first time Moniker's customer service has let me down. I've been trying to get the special NP domain transfer/registration prices for quite a while, but I still pay $10.50 for transfers. I can cut some slack since its a Sunday and its just after Traffic, but I believe if you make a commitment that your customer service WILL be open from 9 to 6 on a Sunday, you better stick to it.

 

[elius]

I think there should be someone there in the weekends who's able to answer the phone and answer emails like mine about not being able to log into my account!
The domain business is a 24/7 business. Response time should be no more than 24 hour in my opinion