I don't usually like to publicly 'shame' anyone - no business or any human being is without imperfections but recently the situation has taken a turn for the worse at Moniker.com and that is why I decided to post this publicly to get the attention of someone, anyone in charge and who still 'bothers'
I represent a company with a very large holding of premium websites and internet services. Our company owns well over 600 domains and all are at Moniker We moved there a few years ago, drawn mainly by their extra security and what seemed like good customer service at the time.
On 2013-10-31 we ordered a transfer in of a domain from another registrar. This was for a domain we won in auction and as always, we like to consolidate our domains in one account at Moniker. 48 hours later and the seller reported that FOA email was not received, so we initiated another request and again it was not received. Seller checked his spam / junk email filters etc... and nothing there, so we suggested he change the email account on his file and we tried again, twice and no email was received. We submitted a VIP support request and also followed it up with a regular support ticket on 11/06/2013 and no response.
We were starting to look bad in front of the seller and we have a reputation to keep. So we decided to initiate the domain transfer at a different registrar and immediately the transfer request email was received from the alternative registrar by the seller of the domain and now the transfer is underway.
Having not heard from Moniker and from the so called VIP service, we decided that it was time to consider moving our business elsewhere. We initiated the domains transfer out request and we were sent all the auth codes for our domains and they are now ready to be transferred out.
11/07/2013 a support response from Moniker 'We have sent the FOA emails. "If you have any further questions or concerns feel free to contact us. If the issue is resolved please reply OK to close the case.'
Straight after the ticket, the seller received the FOA emails which we have been waiting for all along - clearly something had gone wrong somewhere at Moniker for the emails not to have been sent when requested. No questions asked by Moniker to try and find out if we checked out junk folder or if there were any filters in place.
There was no explanation as to why the emails were not sent, no apology, no concern or investigation, just the reply above that seems to have originated from a robot rather than a human.
What I found rather surprising is that there was no concern about our request for the transfer out, especially when we're talking about a few hundred domains. I imagined we would be contacted by customer support to inquire if there was anything wrong or at least to try find out why we decided to leave - to show some effort to keep our business.
It is sad for a quality company to lose its customers or reputation, I do not enjoy seeing falls from grace, it is sad. We will soon be leaving Moniker for another registrar and I sincerely hope that ours was a unique set of unfortunate events and that others do not face the same or similar situations like we did.
I represent a company with a very large holding of premium websites and internet services. Our company owns well over 600 domains and all are at Moniker We moved there a few years ago, drawn mainly by their extra security and what seemed like good customer service at the time.
On 2013-10-31 we ordered a transfer in of a domain from another registrar. This was for a domain we won in auction and as always, we like to consolidate our domains in one account at Moniker. 48 hours later and the seller reported that FOA email was not received, so we initiated another request and again it was not received. Seller checked his spam / junk email filters etc... and nothing there, so we suggested he change the email account on his file and we tried again, twice and no email was received. We submitted a VIP support request and also followed it up with a regular support ticket on 11/06/2013 and no response.
We were starting to look bad in front of the seller and we have a reputation to keep. So we decided to initiate the domain transfer at a different registrar and immediately the transfer request email was received from the alternative registrar by the seller of the domain and now the transfer is underway.
Having not heard from Moniker and from the so called VIP service, we decided that it was time to consider moving our business elsewhere. We initiated the domains transfer out request and we were sent all the auth codes for our domains and they are now ready to be transferred out.
11/07/2013 a support response from Moniker 'We have sent the FOA emails. "If you have any further questions or concerns feel free to contact us. If the issue is resolved please reply OK to close the case.'
Straight after the ticket, the seller received the FOA emails which we have been waiting for all along - clearly something had gone wrong somewhere at Moniker for the emails not to have been sent when requested. No questions asked by Moniker to try and find out if we checked out junk folder or if there were any filters in place.
There was no explanation as to why the emails were not sent, no apology, no concern or investigation, just the reply above that seems to have originated from a robot rather than a human.
What I found rather surprising is that there was no concern about our request for the transfer out, especially when we're talking about a few hundred domains. I imagined we would be contacted by customer support to inquire if there was anything wrong or at least to try find out why we decided to leave - to show some effort to keep our business.
It is sad for a quality company to lose its customers or reputation, I do not enjoy seeing falls from grace, it is sad. We will soon be leaving Moniker for another registrar and I sincerely hope that ours was a unique set of unfortunate events and that others do not face the same or similar situations like we did.
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