I do not respond to domain inquiries during the weekend. It’s a personal choice, and it gives both myself and the potential buyer the opportunity to think things over for 48 hours or so.
Obviously, weekends are also meant to be used as time to tone down from the weekly work load.
In the past, I received ticket responses from Escrow.com on a Saturday, particularly automated.
Yesterday, however, I received a response – fully manual – to a ticket I opened on Saturday. It is the first time that this occurs on a Sunday, and it’s a positive experience that clearly breaks new ground.
Many thanks to Sandra Gordon of Escrow.com for personally responding to my inquiry and for assuring that the ongoing escrow transaction remained active.
Escrow.com replying on Saturday??? You are a lucky man then, no doubt.
I am receiving a true MISTREAT by Escrow.com lately.
Wire transfers which never existed marked as done, several mails labeled as “IMPORTANT” with absolute no response, broken promises like “I will keep you posted about this issue and have a response for you before the end of the day”, etc.
I have used Escrow.com service from years and they are kicking hard me directly to their competitors.
This is not being only a customer poor treatment, but a complete respect fault!
Diego – I am obviously reporting my personal experiences here. Did you try to pick up the phone and contact them? I’m sure many of the issues you’re facing could be resolved with a phone call.
Thanks for your interest and your fast reply!
First at all, there is no excuse for ignoring their customers emails. Especially, messages labeled as “IMPORTANT” from old customers and related to thousands of euro transactions.
Besides, if I have an issue with an offline business (the auto mechanical, for example), I assume I will have to call or even to go in person. If I have an issue with an Internet company (like Escrow.com), I want to manage all the matter online, by email or IM.
And they have no Spanish phone support and my spoken English is not enough fast at this time for an US conversation.
By the way, where is their tickets system? I can only see the web form and the email “support” :-/
Diego – I understand that you have a valid concern, and I will personally forward this to the right direction. I believe that there’s no issue that cannot be resolved with Escrow.com, like you I’ve been a customer since 2002.
I would be very grateful if you may do that for me, thank you very much! 🙂
Almost all my previous experiences with Escrow.com were positive, but I am after them for a week and the most frustrating is when they don’t reply the emails or they just reply without reading before.
Diego – I just spoke to Sandra and she will be reviewing this and will most definitely contact you directly. 🙂
Thank you so much! 🙂
Thanks so much to Theo for the kind and encouraging words, and for your continued faith in and use of our service. Very disconcerting to hear of Diego’s experience. With the information provided it appears we clearly failed on some level, and for that I offer our sincere apologies. We will find the cause of the breakdown and address that issue internally. Every customer is important, and our Support staff is trained to address all customer issues thoroughly, with kindness and in a timely manner. Diego, I would like to personally address this with you. Please contact me at your convenience, sgordon@escrow.com direct line 1.949.635.3805
Sandra, thanks for contacting me.
A detailed reply with this issue’s timeline has been sent to you 🙂
If only there were 10 Sandras at Escrow.com
She is awesome.
A couple other people at Escrow are not.