NameJet has been auctioning off domains of various registrars, one of which is Australian Melbourne IT.
Having won an auction for a domain at that particular registrar, I decided to transfer it out as soon as possible.
Upon logging to my account, I was able to obtain a “registry key” that I assumed it’s the authorization code needed for the transfer out. I also ensured that the domain remained unlocked.
Both my assumptions were wrong.
The code was too short to be an auth code, which I believe has to be of a fixed 16-character length. So I sent off an email to their support via their online form and waited.
Nothing came out of it for three days, upon which I resorted to calling their phone number [888 385 2526]. Although the web site states they are on support 24/7 my call was not answered.
So I resorted to twitter, adding @melbourneit as my contact and tweeting that I needed their assistance. Others seemed to have received support in this manner, judging from the conversations; several complained about the lack of a phone response.
Regardless, Melbourne IT added me on twitter and asked for my username/domain to pass the info onto customer service. Not too long later – it was business hours Down Under – I received an email with the information I needed.
After trying to initiate the transfer out, the domain was found to be locked – despite showing as ‘unlocked’ in my control panel. A second email to the support department resolved the matter and the transfer process started successfully.
Although it was an unconventional – and partially insecure – method of receiving support, I am happy that it worked.
If you need any support from Melbourne IT, add them on twitter or contact customersolutions@melbourneit.com.au
How are businesses like this and NamesBeyond getting away with this kind of nonsense.
Ron – Eventually, if people complain, ICANN sends out a breach notice to the Registrar, asking them to fix the issues.
I have not dealt with NamesBeyond – yet.
Here in melbourne, australia it is very rarely i hear anything good about this company who once were the standard for domaining in australia. Times have changed and it is rare that any domainers use this registra. Ride the wave out and keep going i suggest …….companies need to keep up with customer support standards.
I agree. I’m an Aussie, and have/had one .com.au domain at MelbourneIT…..
They are massively expensive ($80 pa to register .com.au domains – minimum 2 years), and their transfer/Auth process is madness, & very slow. Poor service.
They have had a monopoly on .com/net/org.au for years, and it shows in their attitude.
I transferred my one .com.au domain out to GoDaddy a couple of months ago….Be interesting to see if its better, come renewal time.
.
Using Twitter, as a first resort or last, is pretty handy.
I haven’t used it for domain rerlated issues yet, but I did manage to get a monthly fee from my bank reversed in 3 minutes on Twitter after being on hold with the bank for 30 minutes on the phone.
I hope more companies adopt this way of support (where reasonable of course). ..
Minor stuff = Twitter
Medium to major stuff = phone/email/fax/in person