moniker Does Moniker Answer Emails Anymore?

[Raider]

Raider - not sure what you are complaining about as you are in constant contact with your account executive....

Yes, our Moniker rep stays in good communication with us, NO complaints, but what about the others? My complaint stems from you telling us your going to do something and not following through with it, this is what you wrote on 04/23/07;

http://www.dnforum.com/showthread.php?t=223783

Wow - well all I can say is that we will try to do better. we are a growing company and expanding both our support and our sales departments. we just expanded our office space, moved internally, added additional people and have more to add, implemented a new phone system, new support ticket system, improved site load times and more.

"new support ticket system" Where is it?

yet in this forum, you constantly imply your dissatisfaction on the auction process. If you do not want to participate in the auctions any more than do not. we are not forcing you or anyone else here do so.

It's not a question of whether I want to participate or not, Monikers domain selection process has its faults, you cant deny that, Many on this forum have not enrolled in your auctions, so whenever a auction thread comes along, I point out the facts so others dont make the same mistakes I did, if your interpreting this as dissatisfaction, I cant help you with that, you had every opportunity to disagree with the points I made, but chose not too.

I am quite confused as to the two faces you put on....the harsh one here as if you do not know us and the one as a customer when you communicate directly to us.

You must be emailing Nick, he's nice and I'm not so nice...

 

[Seraphim]

dvdrip - your issue has been regarding a domain that has been in a wipo dispute and your request to move it back to your account then to another account that did not match the complainants contact info.....is not something that we could or would do. I was in contact with you personally about this via email, so was Victor and my support staff. We also do not auction off expired names from customers so I would watch what you are implying/suggesting here.

Raider - not sure what you are complaining about as you are in constant contact with your account executive....yet in this forum, you constantly imply your dissatisfaction on the auction process. If you do not want to participate in the auctions any more than do not. we are not forcing you or anyone else here do so. I am quite confused as to the two faces you put on....the harsh one here as if you do not know us and the one as a customer when you communicate directly to us.

ET - what emails have you written in that have gone unanswered for months? are you saying that you have sent emails to support months and months ago without a response what so ever? we have been behind in the past but never more than a week or two on email support items and of course if you called in and had your issue addressed, then they would not again respond to you by email. I just want to clarify what the facts are.

VirtualT - no I have not been living in a cave...just real busy with our team addressing growth, building an industry and a company, helping your portfolio of names increase in value whether you participate in any of our services or not.

Garlov - what emails have gone unanswered for 6 months with you? I am also curious if your issues from months ago are still not resolved as you state.

Please do email me personally and I will research where these are, were, and why they were not addressed or if they were.

Seraphim - our priority is to provide the best domain asset management services to our customers and all customers are our priority. The registrar is just as important as the domain sales are and so is TrafficClub/domain monetization. Yes there continues to be explosive growth for the industry with our live and silent auctions as part of our domain asset management services. we are expanding our staff and our service offering to address it.

again - it does take time to bring folks up to speed and all of us are still learning new systems and processes we have just implemented in our office while at the same time expanding services. it is a challenge and we will continue to address all of your needs as well as we can.

I do appreciate the effort by you to come here and address these issues.

My frustration with this situation, is due to the fact that I want to eventually consolidate my entire portfolio with Moniker, as your pricing structure works well for me. I just hope the email response time speeds up to at least 2 - 4 days. If that happens, I have no problems with Moniker, and will continue to do business as usual.

 

[Gramma]

If you notice - Monte always takes the extra effort - the man was here at 1 in the morning to answer the forum. He took the time to research issues himself before addressing them - You can tell Moniker is his baby, and he is very much hands on.
Once again - phone if you don't get email answers - results are usually immediate.

 

[DomainingCom]

When I was a young developper I had the chance to assist to a video conference with Philippe Kahn, Borland CEO through satelite.
Like me we were few hundred impatient developers looking at a large screen where Kahn should soon be visible.
He came 30 minutes late joking he was arrested by the cops because he was running too fast with his Ferrari to assist at the conference.
WOW! we all wanted to be Kahn!
A simple french mathemamician who went to the state and become millionaire in a pair of years thanks to his Borland Pascal software...

One of the things he said was some business manager fail mainly because they do not know to make the difference between what is important and what is urgent.
On my hand I not always know what you need to make firt, the important or the urgent.
This should explain why I am not millionaire.

You will say, what is the relationship with this thread?

Well, Monte success look likes Kahn success and I guess many of the domainers would like to have Monte success (including the wanabe I am).
This is why the lack of communication is interpreted as some indiference and this is why is so dramatic.
When you are not getting a response from someone you admire you feel so bad...

Monte, you have dozen of things to do, some important, some urgents, ...
Which one you need to do first?
I do not know, but I just wanted to outline here why it should be great you accelerate the implementation of a better mail support.

There are thousands of very satisfied clients waitting on this, I am just one of them.

Keep in mind that if we complaint is because we love Moniker and this is why we want to be hearded.


Friendly,

Francois

 

[VirtualT]

Once again - phone if you don't get email answers - results are usually immediate.

Oh thanks for the advice, are you volunteering to pay my phone bill?
Not everyone lives in the US I'm sorry to tell you..

 

[tristanperry]

Oh thanks for the advice, are you volunteering to pay my phone bill?
Not everyone lives in the US I'm sorry to tell you..

Agreed.

Plus, as pointed out earlier, why should we have to ring an international company based on the internet to get issues looked at?

 

[Gramma]

Oh thanks for the advice, are you volunteering to pay my phone bill?
Not everyone lives in the US I'm sorry to tell you..

:smilewinkgrin:
I hate to use the phone myself - i'm of the same mind that internet companies should answer emails - but ... when something is so urgent and important - what is a quick resolution worth to you?

Could you use VOIP? Would that be a more affordable option?
Overseas casinos used to call me - and the delay/lag was bad - I assumed they were using some sort of VOIP. It was crappy - but it worked. You sort of felt like you needed to say "Over" when you finished a sentence or you'd be talking all over each other. Reminded me of the old CB radio days.aybe

Maybe Moniker should have a skype account - to make it more affordable for overseas callers - I think it's free skype to skype

I truly feel your pain - i went through it for over 8 months at registerfly - only not even PHONE support worked with them.

 

[DomainMagnate]

I sent them an email few weeks ago, still waiting reply as well

 

[VirtualT]

:smilewinkgrin:
I hate to use the phone myself - i'm of the same mind that internet companies should answer emails - but ... when something is so urgent and important - what is a quick resolution worth to you?

Don't get me wrong, if something is urgent I won't hesitate to call them, I have done so in the past and have found their phone support to be excellent.
Also I find Monte's posts on the subject of email support to be increasingly condescending and patronizing.
All the domain forums are full of threads like this, its no secret that its now a major problem for customers of Moniker.

 

[Poohnix]

Garlov - what emails have gone unanswered for 6 months with you? I am also curious if your issues from months ago are still not resolved as you state.

I don't have any open issues right now, the issue I had was recently solved via another thread here and pm. What I tried to point out is that I've NEVER received any response to any email sent to your support or sales address. We shouldn't need a complaining thread in this forum to get responses, we should get it from the regular support channels.

I find it rather strange that people say they get the issues resolved immediately if calling you... Phone support in general use much more resources than email support does, so if you answered the emails you would lighten the load on your support staff, since the calls would be fewer.

And, as mentioned, not everybody lives in the US. If we could contact you via Skype, it would benefit everybody. (You too, since the US customers too could use Skype instead of your 800 number.. that should save a few cents for you.)

...

 

[Seraphim]

Moniker has really stepped up to the plate with this problem, my thanks to Monte and the team!

 

[silverdom]

Moniker has really stepped up to the plate with this problem, my thanks to Monte and the team!

sorry, but NO

 

[Monte]

silverdom - sorry but no what? are you having an issue I can assist you with? just shoot an email to [email protected] and copy me.

 

[Raider]

When is the ticket system going to be in place? or will it ever?

 

[jdk]

sorry, but NO

I have to admit, I have seen a lot of improvement with response times from support and also my account rep. So far so good. Not looking forward to the price hike but I know it is not a Moniker price increase, rater a ICANNot one

 

[Monte]

its actually a registry price hike approved by ICANN

yes we have the email ticket system in place through your email support emails. they are distributed through a priority system. Raider are you having an issue? if so email support and me and I will find out what the delay is from

everyone should be seeing improvements and I am hearing positive feedback as well

still not perfect but will get better.

 

[Raider]

yes we have the email ticket system in place through your email support emails. they are distributed through a priority system. Raider are you having an issue? if so email support and me and I will find out what the delay is from

I'm not having any issues that need immediate attention, but thank you for asking.

I think were on a completely different page with reference to the ticket system, I'm referring to a ticket system similar to what Parked or Enom uses, where a customer can access a support interface, submit a support ticket and be assigned a reference number.......Does Moniker have any plans to put such a system in place?

I think its crucial that the correspondence between customer and Moniker support be documented, especially during exchanges when discussing the sellers agreement, I would appreciate your reply.

RG

 

[James]

its actually a registry price hike approved by ICANN

yes we have the email ticket system in place through your email support emails. they are distributed through a priority system. Raider are you having an issue? if so email support and me and I will find out what the delay is from

everyone should be seeing improvements and I am hearing positive feedback as well

still not perfect but will get better.

As consolidating to moniker I was transfering a .name and got:

STANDARDIZED FORM OF AUTHORIZATION

DOMAIN NAME TRANSFER - Initial Authorization for Registrar Transfer

ENGLISH VERSION

Attention:

Re: Transfer of jehovah.name

The current registrar of record for this domain name is GoDaddy.com, Inc..

Key-Systems GmbH has received a request from Moniker Online Services, LLC.

on 2007-09-13 06:41:10 for us to become the new registrar of record.

You have received this message because you are listed as the Registered Name Holder or Administrative contact for this domain name in the WHOIS database.

Please read the following important information about transferring your domain name:

* You must agree to enter into a new Registration Agreement with us. You can review the full terms and conditions of the Agreement at <snip>
* Once you have entered into the Agreement, the transfer will take place within five (5) calendar days unless the current registrar of record denies the request.
* Once a transfer takes place, you will not be able to transfer to another registrar for 60 days, apart from a transfer back to the original registrar, in cases where both registrars so agree or where a decision in the dispute resolution process so directs.

If you WISH TO PROCEED with the transfer, you must respond to this message via one of the following methods (note if you do not respond by 2007-09-27 06:41:10, jehovah.name will not be transferred to us.).

Please go to our website, http://icann-transfers.key-systems.net/?<snip>

If you DO NOT WANT the transfer to proceed, then don't respond to this message.

If you have any questions about this process, please contact Moniker Online Services, LLC. ([email protected]).

I emailed support on the 13th about this key-systems.net transfer request and got no response.....so I renewed at godaddy..

getting apprehensive of transferring all my names in...lack of email support sucks..
jim

 

[Monte]

Jim - not sure why but email me your account number and the info then I will make sure your issue is addressed.

 

[ArtfulWebSites]

I have gotten great support from Moniker. Especially after identifying my account rep.