{"id":513,"date":"2010-04-18T20:40:47","date_gmt":"2010-04-19T00:40:47","guid":{"rendered":"http:\/\/acro.net\/blog\/?p=513"},"modified":"2010-04-18T21:21:11","modified_gmt":"2010-04-19T01:21:11","slug":"a-triad-of-circumstances-when-corporations-dont-do-their-job","status":"publish","type":"post","link":"https:\/\/acro.net\/blog\/a-triad-of-circumstances-when-corporations-dont-do-their-job\/","title":{"rendered":"A Triad of Circumstances: When Corporations Don’t do their job"},"content":{"rendered":"

Quite often, I wonder if my definition of quality customer service<\/strong> is too demanding but the answer comes back as a flat “no”.<\/p>\n

Having used the services of many companies over the years – from retail to banks<\/em> – I can honestly say that I’m just an average Joe with regards to what I expect from their procedures, workflow and customer support.<\/p>\n

Today I will discuss an incident that, despite my goodwill and thorough participation in the process, kept me on the phone for 60 minutes; all while three companies involved in the domain business did less than their allocated part<\/strong> to assist me with resolving the issue.<\/p>\n

A few hours ago I received an email from Register.com<\/strong><\/a> with regards to authorizing a domain transfer to them. The email did not list which domain was being transfered; the subject line simply stated “Transfer of .com”.<\/p>\n

My first thought was that this was spam; after examining the email headers it was proven legit. Since I had not personally authorized a domain transfer to Register.com I felt compelled to call their support department.<\/p>\n

I was able to get through their inbound transfers department quite easily; the wait time was barely a minute. The support associate was polite and explained to me that the domain had been authorized for transfer via the use of the auth code; she would just not let me know which domain that was due to their protocol. She advised me to contact eNom<\/strong><\/a> and talk to them, as they’re the losing registrar.<\/p>\n

Usually, I don’t sweet-talk female associates on the phone. Being “neutral” and professional is the best way, however, when my property is at risk I feel that anything is permitted. So I sighed, explained that out of thousands of domains I’d have to guess the one that’s at risk of being lost; so judging by her voice that she was so friendly and nice, could she please (PLEASE) help me out?<\/p>\n

The Register.com associate laughed, then disclosed that the domain was unlocked; a quick search at my eNom account narrowed that down to 9 domains. I applauded her professional skills and laughed jovially at the same time; this got me the TLD in question: it was a .biz<\/p>\n

Not sure if she crossed the line of information disclosure but at that point I was left with 4 potential candidates. I thanked her, got a reference number and called eNom.<\/p>\n

Going through eNom’s phone queue took about 5 minutes, at which point a live person got on the phone. After explaining the situation and while he was researching for any unauthorized access, it literally hit me. I asked him to put me on hold and went to Whois.biz<\/strong><\/a> – the official WHOIS for the .biz Registry – at which point my hunch was confirmed.<\/p>\n

It was a matter of eNom not having synced the WHOIS info with the .biz Registry; the culprit was a .biz I sold via Sedo<\/strong><\/a> almost 3 weeks ago. Although upon pushing the domain to the Sedo account with eNom I had opted not to retain the contact info, the domain’s contact info was never updated<\/strong> at the .biz Registry by eNom; it was still mine, according to the WHOIS.<\/p>\n

Gotta love false alarms.<\/strong><\/p>\n

Still, I called Register.com and this time I waited 20 minutes on the phone to get someone at the other end of the line, in order to update the ticket. After that, I went ahead and authorized the transfer via the link that had arrived at my email.<\/p>\n

So who’s fault was it<\/strong> that I spent one hour on the phone over a situation that I did not initiate?<\/p>\n

eNom.com<\/strong> – When I pushed the domain to the Sedo account, they didn’t sync the WHOIS with the .biz Registry.<\/p>\n

Sedo.com<\/strong> – When they got the Auth code for the domain from their account, they did not first confirm the WHOIS at the .biz Registry.<\/p>\n

Register.com<\/strong> – They would not give me the domain name – which was not mentioned in the email either<\/em> – but I had to extract bits and pieces by social engineering their associate on the phone.<\/p><\/blockquote>\n

It’s clearly the fault of every company involved<\/strong> – all three are guilty of doing less than their expected part in a process that involved a buyer and a seller of a domain. Had I not taken an initiative to resolve this, these companies would receive additional inquiries and complaints from the buyer for days to come.<\/p>\n

After all this was done and finished, I felt good for an extra reason: I had material to write a blog post on this otherwise slow and boring Sunday evening.<\/p>\n

Follow me on twitter: http:\/\/twitter.com\/acroplex<\/strong><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

Quite often, I wonder if my definition of quality customer service is too demanding but the answer comes back as a flat “no”. Having used the services of many companies over the years – from retail to banks – I can honestly say that I’m just an average Joe with regards to what I expect […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[26,3,25],"tags":[413,451,452,448,447,269,385,1189,446,445,113,450,449],"class_list":["post-513","post","type-post","status-publish","format-standard","hentry","category-business","category-domains","category-social-issues","tag-copyright-theo-develegas","tag-customer-service","tag-do-the-right-thing","tag-domain-theft","tag-domain-transfers","tag-domainers","tag-domaining","tag-domains","tag-enom-com","tag-register-com","tag-sedocom","tag-social-engineering","tag-unauthorized-transfer","entry"],"yoast_head":"\nA Triad of Circumstances: When Corporations Don't do their job - Acro.net - A Domain Investing Blog by Theo Develegas<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/acro.net\/blog\/a-triad-of-circumstances-when-corporations-dont-do-their-job\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Triad of Circumstances: When Corporations Don't do their job - Acro.net - A Domain Investing Blog by Theo Develegas\" \/>\n<meta property=\"og:description\" content=\"Quite often, I wonder if my definition of quality customer service is too demanding but the answer comes back as a flat “no”. 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