Comments on: A Triad of Circumstances: When Corporations Don’t do their job http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/ Wed, 08 Feb 2012 05:19:38 -0500 hourly 1 http://wordpress.org/?v=3.3.1 By: LisaWeb http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12947 LisaWeb Tue, 20 Apr 2010 13:42:29 +0000 http://acro.net/blog/?p=513#comment-12947 Great customer service are those, who like you say, go beyond. Customers almost always detect when someone on the other side of the phone is reading from a script and wont side-step that script in order to become "human". Or, at the store, in person, its not difficult to detect those who simply do now wish to assist and do not really have to according to the policy of that particular store - but COULD if they really wished to. People who do, and there are some, are the ones who eventually leave those places and move on to bigger and better things. Those who dont, well they remain to assist us customers. :-( Great customer service are those, who like you say, go beyond. Customers almost always detect when someone on the other side of the phone is reading from a script and wont side-step that script in order to become “human”. Or, at the store, in person, its not difficult to detect those who simply do now wish to assist and do not really have to according to the policy of that particular store – but COULD if they really wished to. People who do, and there are some, are the ones who eventually leave those places and move on to bigger and better things. Those who dont, well they remain to assist us customers. :-(

]]> By: Acro http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12927 Acro Tue, 20 Apr 2010 02:41:39 +0000 http://acro.net/blog/?p=513#comment-12927 Lisa - I think that what really distinguishes good from great customer service, is the ability to go beyond one's framed set of tasks. That extra step needed to ensure that customer experience is smooth, almost like a mother checking on her child's jacket when it's cold. Sappy? I know, emphasis is often lost on people that simply leave comments in order to harass or to attempt to ruin the positive experience of others. Lisa – I think that what really distinguishes good from great customer service, is the ability to go beyond one’s framed set of tasks. That extra step needed to ensure that customer experience is smooth, almost like a mother checking on her child’s jacket when it’s cold. Sappy? I know, emphasis is often lost on people that simply leave comments in order to harass or to attempt to ruin the positive experience of others.

]]> By: LisaWeb http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12926 LisaWeb Tue, 20 Apr 2010 02:36:29 +0000 http://acro.net/blog/?p=513#comment-12926 Its sad but: Mediocrity is the new norm these days. From retail box stores to internet, government, schools and all in between: customer service is horrible. Oh, and comments such as the one from "fake name coward", and many other who have not an ounce of integrity, are also becoming the norm these days too. Its sad but: Mediocrity is the new norm these days. From retail box stores to internet, government, schools and all in between: customer service is horrible.

Oh, and comments such as the one from “fake name coward”, and many other who have not an ounce of integrity, are also becoming the norm these days too.

]]> By: Acro http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12925 Acro Tue, 20 Apr 2010 01:17:50 +0000 http://acro.net/blog/?p=513#comment-12925 The only "stupid fuck" is the one your mother gave birth to. But I guess I'll just add 115.130.39.173 from Australia to the blocked list. Enjoy your day :D The only “stupid fuck” is the one your mother gave birth to. But I guess I’ll just add 115.130.39.173 from Australia to the blocked list. Enjoy your day :D

]]> By: Fake name coward http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12924 Fake name coward Tue, 20 Apr 2010 00:19:26 +0000 http://acro.net/blog/?p=513#comment-12924 ...and so the lesson learnt is that none of this is possibly your fault, stupid fuck. …and so the lesson learnt is that none of this is possibly your fault, stupid fuck.

]]> By: Acro http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12910 Acro Mon, 19 Apr 2010 13:47:39 +0000 http://acro.net/blog/?p=513#comment-12910 Stephen - Welcome back :) I like your analysis. It's unfortunate that the companies themselves don't look in the mirror that often. SL - I've repeatedly found that getting on the phone has an advantage over opening a ticket: one can engage in live conversation. Stephen – Welcome back :) I like your analysis. It’s unfortunate that the companies themselves don’t look in the mirror that often.

SL – I’ve repeatedly found that getting on the phone has an advantage over opening a ticket: one can engage in live conversation.

]]> By: SL http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12909 SL Mon, 19 Apr 2010 12:27:20 +0000 http://acro.net/blog/?p=513#comment-12909 Nice article. Not much to add except "me too". Been through the whole issue of enom + .biz whois updates and it's frustrating how many tickets it takes to get done. Like pulling teeth with a pair of tweezers. Nice article. Not much to add except “me too”. Been through the whole issue of enom + .biz whois updates and it’s frustrating how many tickets it takes to get done.

Like pulling teeth with a pair of tweezers.

]]> By: stephen douglas http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12906 stephen douglas Mon, 19 Apr 2010 09:35:33 +0000 http://acro.net/blog/?p=513#comment-12906 Hi Acky, Excellent blog article. I love play by play reports like this in dealing with several (or one) "professional" domain company who seems to think we're all just easy pickings and stooges for their corporate mindset. My first blame goes to whoever contacted you first: Register.com Now, I'm conflicted, because Enom should have contacted you first. Enom blew it by not changing the .biz contact info by sending the change to the .biz registry (who I don't find accountable here). Although I have a distant relationship with Enom regarding them buying Bulkregister and migrating the domain mgmt system I designed with Eric Rice, I find that they MISS so many opportunities to upgrade their systems to benefit their customers. Have you ever thought that Enom doesn't WANT it to be easy for large domain holders to manage their domains? Domainers with big portf's are like sardines to them... although Enom can have 10 domainers with 100k domains between them, Enom may think it's just easier to let those ten domainers sweat it out, make mistakes, and get frustrated (as what happened to you). Enom seems to be so "removed" from the needs of big domain holders that you can't even sort your domains at Enom by the Name Servers (NS), a very important feature which was included in Eric and my original design at Bulkregister. However, back to Register.com. A corporate gaggle of who-what-where-how- huh? handling of domains. Playing games with you by not telling you what domain was in transit is ridiculous, and it almost seems like keeping you on the phone longer makes them think they're getting better "advertising time" during your wait. lol Since Enom is so far removed from actually understanding the domainer's needs, they don't seem to have noticed, or cared, that I have been transferring out over 2000 domains from their registrar in the last several years. I think I have less than 300 domains left at BRenom. One time, someone from CS did ask why I was transferring out, and I told them (price and inability to sort domains by NS) - and that's as far as it went. Nice article. Glad you at least got to the bottom of it... but your time is money, and they made you lose lots of it. Hi Acky,

Excellent blog article. I love play by play reports like this in dealing with several (or one) “professional” domain company who seems to think we’re all just easy pickings and stooges for their corporate mindset.

My first blame goes to whoever contacted you first: Register.com
Now, I’m conflicted, because Enom should have contacted you first.

Enom blew it by not changing the .biz contact info by sending the change to the .biz registry (who I don’t find accountable here).

Although I have a distant relationship with Enom regarding them buying Bulkregister and migrating the domain mgmt system I designed with Eric Rice, I find that they MISS so many opportunities to upgrade their systems to benefit their customers.

Have you ever thought that Enom doesn’t WANT it to be easy for large domain holders to manage their domains? Domainers with big portf’s are like sardines to them… although Enom can have 10 domainers with 100k domains between them, Enom may think it’s just easier to let those ten domainers sweat it out, make mistakes, and get frustrated (as what happened to you).

Enom seems to be so “removed” from the needs of big domain holders that you can’t even sort your domains at Enom by the Name Servers (NS), a very important feature which was included in Eric and my original design at Bulkregister.

However, back to Register.com. A corporate gaggle of who-what-where-how- huh? handling of domains. Playing games with you by not telling you what domain was in transit is ridiculous, and it almost seems like keeping you on the phone longer makes them think they’re getting better “advertising time” during your wait. lol

Since Enom is so far removed from actually understanding the domainer’s needs, they don’t seem to have noticed, or cared, that I have been transferring out over 2000 domains from their registrar in the last several years. I think I have less than 300 domains left at BRenom. One time, someone from CS did ask why I was transferring out, and I told them (price and inability to sort domains by NS) – and that’s as far as it went.

Nice article. Glad you at least got to the bottom of it… but your time is money, and they made you lose lots of it.

]]> By: Acro http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12892 Acro Mon, 19 Apr 2010 03:42:08 +0000 http://acro.net/blog/?p=513#comment-12892 Michael - unfortunately you're right, as this seems to occur often with .biz/.info/.us domains at eNom. However, the syncing "over the phone" worked in seconds. It's odd that the epiphany over the incident came to me only while I was on hold with eNom :) Michael – unfortunately you’re right, as this seems to occur often with .biz/.info/.us domains at eNom.

However, the syncing “over the phone” worked in seconds. It’s odd that the epiphany over the incident came to me only while I was on hold with eNom :)

]]> By: Michael http://acro.net/blog/domains/a-triad-of-circumstances-when-corporations-dont-do-their-job/comment-page-1/#comment-12891 Michael Mon, 19 Apr 2010 03:35:43 +0000 http://acro.net/blog/?p=513#comment-12891 eNom is horrible when it comes to syncing the WHOIS. I bought a .us domain on the forums, and after 6 months (no joke) the WHOIS still said the old owner, and that was after 3-4 calls and a few support tickets. It never got resolved, I just moved it to another registrar instead and the WHOIS was updated the same day. eNom blamed the registry the whole time. eNom is horrible when it comes to syncing the WHOIS. I bought a .us domain on the forums, and after 6 months (no joke) the WHOIS still said the old owner, and that was after 3-4 calls and a few support tickets. It never got resolved, I just moved it to another registrar instead and the WHOIS was updated the same day. eNom blamed the registry the whole time.

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