Network Solutions wants to hear from you

InterNIC (1453 bytes) redbar.gif
Home Registrars FAQ Whois
smallbar.gif

Thank you for your report. We're sorry that you have experienced trouble with your domain registration. We have sent your problem report to ICANN, which will forward it to your registrar. We hope you will be able to resolve the matter to your satisfaction.

ICANN will review your problem report and use it in establishing long-term registrar policy.

For a complete list of ICANN-accredited registrars, please visit http://www.icann.org/registrars/accredited-list....




Domain: crossfirecaraudio.com
Real Registrar Name: NETWORK SOLUTIONS, LLC.

Summary:
I tried to transfer the domain registration from Network Solutions to another registrar. I completed the transfer process and received a transfer authorization code from Network Solutions which I entered on the new registrar website. All that needs to happen is for Network Solutions to release the website.


Instead Network Solutions locked the domain for 30 days without notice or explanation. When I called to complain for the fifth time I was told by a supervisor that it will be removed immediately. I am still waiting. I called 7 times to resolve this issue to no avail.


When I called last time I was told that a manager named Jeff would call me right back. I never heard from him.

I answered all the security questions correctly and gave them the info on the payment method on the account as well as the credit card number to prove my identity. I sent E-mails from the E-mail address on file. I called them gave them all the info on the account manager settings. Now they want me to send a copy of our business license and a copy of my passport.


All I want is for Network Solutions to remove the transfer lock without delay and release the domain to the new registrar immediately.


BBB Washington complaint number 3F023-61572-65470-794DB-7FA16-D0FD4-90

I have to agree with the previous author Connie. Most of your customer service and support people revert to a 'civil service' mentality, saying 'no', when they do not really understand the issue. They do not seem to fully understand the wording of your own service agreement. I have been trying to consolidate three accounts that contain a collections of .co.uk tlds. Your customer service people have refused to do this, quoting the service agreement:

"No transfers or legal name changes are allowed for .co.uk, .org.uk., .me.uk., .de, .jp, .be, .at, .co.nz, .net.nz, .org.nz, or .mx country-specific domain name registrations, which includes, but is not limited to, CRA, RNCA, channel transfers, account consolidation by 2 or more users."

If they had bothered to read that clause they were quoting we might have solved my request.

I am fully aware of the service agreement. I am not asking you to "transfer or make a legal name change or perform an account consolidation by 2 or more users" for any of my domain names. I am asking for all my domain names to remain registered to the same single name as they are today, with the same single owner at the same single address with the same single contact information. So you see, consolidating my account numbers under the same single name as they are today, but under a single account number, does not violate your service agreement.

Quality customer service starts with a 'can do' approach and attitude. It is not about finding a clause in a contract that will allow me to get out of doing something my customer wants of me, instead it should start off with a mindset of 'I am am going to try to find a way of making my customer happy.'

There are lots of hosting companies out there who charge less than Network Solutions. I know because I use some of them. For those times I use Network Solutions I expect more because I am paying more. I not only expect someone to be at the other end of the line whenever I call, I also expect that person to be driven to make me a satisfied customer.

I want teveryone I speak to, to look at the various service I subscribe to, and imagine the lifetime value of my business and treat me accordingly. Because, you see, I can pack up my tent at any time and move all my stuff over to a cheaper host and pay a lot less, AND have all my domains under a single account.

The bottom line is this: do you guys value my custom or not? If you do, then help me consolidate my business and get your heads right. If not, just say so and I will happily move my domains and sites to someone who does value my custom and return to me the money I have spent for services you have not yet tendered.

That's not too much to ask now is it?

ps: if service starts at the top so why not make it possible to email you guys directly at company HQ?

I'm sincerely sorry to hear that you don't feel that you received help with your requests. I am having someone from Tech Support contact you to work out the situation.

Please let me know if this doesn't resolve your issues.
Connie

NS is a con of a company and will not respond to numerous requests to refund my money.

I purchased a hosting package from Network Solutions three days ago. I needed their Name Server information to move my domain name over, but keep it registered at my registrars. NS\'s website does not give you this information; they give you a lot of blather about how wonderful they are, instead, and encourage users to transfer the domain to NS. Which means more fees. I had no reason to transfer, I just wanted the information to do the move.

I emailed asking for it, and got a reply from a tech pretending to not understand my request. I worded it even simpler and did not get a reply.

Meanwhile two days had gone by, making my website suffer from being offline.

I sent them a dozen emails asking for this information before giving up in disgust and emailing them asking for a full refund of my money as nothing had been used.

They finally sent an email stating some ways around moving the domain, which technically didn't make sense anyway. But it was too late, I had signed up with someone else and was already working on the site with them.

Now NS are ignoring my numerous pleas to give me back my money.

This company is USELESS.