Hi,
Just want to let you guys know about a certain web/domain hosting company based here in cebu. Our family owns a resort and my aunt hired them as our domain/web hosting provider and i just knew now that we we're paying them for 5k annually for domain renewal and 1GB hosting service. 5K ha! I have a website but I'm only paying only Php500 to renew my domain and Php50/month for hosting service that's like 1.1k/year! 3.9k difference!
So, here goes the story... Last week around Wednesday I emailed the owner of the company that I'll be asking for the "Auth Code" or EPP code since the domain was going to expire on Friday (Dec. 10,2010) so I can transfer it to our new web/domain hosting provider however I didnt get a reply from him. Thinking I wasnt on the contact list I asked our manager to contact him and ask for the code instead. However, this guy replied that he didnt understand what we were asking from him! You're a domain/hosting reseller and you dont know what an "Auth Code" is?? So the manager told him to add me as contact list for the account so I called him up and asked for the same information and added some. I asked for the Auth Code, URL, UN&PW to manage our domain so that I can change the NS however he's telling me that he doesnt know anything about it as he only has a log in to manage all the domains that he's reselling. I asked him if he's sure that we dont have a log in and he answered me "yes" and even told me to create an account for myself in godaddy. I told him Im not a reseller but i know the process and I told him that there should be a URL, UN&PW so we can manage our domain but he insisted. So, what I did since he was a running a business and we were transferring to another provider I'll renew the domain with him but still I'll ask for the auth code even if we pay for the domain transfer it's ok as long as I get the "auth code" and have it transferred. So to make the long story short. If a customer emails to a provider do you as a customer/technical support service reply like this??
Copy and Pasted our emails back and forth:
My email to him:
Please release durhanwhitebeach.com domain. Imo na gi send ang auth code sa amoa pero gi lock nimo ang domain or wala nimo gi accept ang transfer. Please check with godaddy ngano wa matransfer ug kung wa ka kahibaw sa process or kung dili basaha ni gikan sa godaddy na site:
To Transfer a Domain Name to a Different Registrar
Here's an overview of the transfer process when your domain name is being transferred to a different registrar. Some of these steps occur at your new registrar and some occur in your account here.
1. Advise your administrative contact that the domain name is being transferred.
2. Unlock your domain name. See Locking and Unlocking Your Domain Names for more information.
3. If applicable, cancel your private registration. For more information, see Canceling Private Registration for Your Domain Names.
4. Verify that your administrative contact is valid. For more information, see Updating Your Contact, Registrant, Administrator, Technical, or Billing Information.
5. Obtain the authorization code. Some domain name extensions do not use this. Check with your new registrar to see if you need an authorization code. If you need an authorization code, see Obtaining an Authorization Code to Transfer Your Domain Name for more information.
NOTE: For .eu domain name transfers, the authorization code is not required but can expedite the transfer.
6. The registry notifies us when you authorize the transfer to the new registrar.
7. We email you instructions to complete the transfer. If you do not authorize or deny the transfer request within 5 days, we automatically complete the transfer. See Accepting or Declining a Transfer to a Different Registrar for more information.
8. The registry notifies your new registrar of the transfer's acceptance or rejection.
9. We email you a confirmation when the transfer completes.
NOTE: The transfer between registrars takes from 5 to 7 days once you authorize the transfer.
Dili gani nimo irelease or accept ang transfer sa domain dili na mabalhin sa among bag-o nga registrar. Dili mi ka manage sa domain kay wala gi accept ang transfer. Dili pa gani ni ma process I'll contact godaddy support and will complain about you as a reseller I have your business information
His reply:
Aron ka masayod, ako na ng gi unlock and gi accept ang transfer pagka Saturday pa and have received confirmation from Godaddy that they are processing the transfer already. I am attaching a screen shot of my Godaddy account para makita nimo nga "pending transfer" na ang domain. I handle over 300 domains so I understand the process very well. Ikaw tingali ang angay makasabot sa process (see below from Godaddy):
NOTE: The transfer between registrars takes from 5 to 7 days once you authorize the transfer.
Kahibawo ka mobasa ana? Akong gi bold para maka klaro ka. And please do not make any threats. Nagstorya man ta ug tarong. And tarong sad akong dealings with your auntie and uncle and I respect them. It's just that wala ko mag atang sa akong computer EVERY MINUTE just for this kay I have more important things to do. You can contact Godaddy anytime. Sige, i contact nalang sila para makasabot ka kay basin confused lang ka. Wala na nako gi hold inyong domain, kay wala ko mahangol sa small business that you are giving me.
My reply:
Hi,
I understand the process very well. Ikaw tingali ang angay makasabot sa process:
If kasabot ka sa process unta wala na unta ko mag balik-balik ug tawag nimo last week para lang sa pag pangayo sa auth code diba? Mura man ka'g nag boang2 wa ka kahibaw unsay gi pangayo sa customer. You handle 300 domains? I handle 250,000 Canadian Customer for hosting and domain management bai if ganahan ka mang hambug sa imong resume. So pretty much I know the process also. Im not making threats bai that's what customer do diba? Mo complain jd once bati ang service.
Kahibaw ko mo basa bai dili ka angay mang insulto kay customer mi nimo. Dili ra akong Aunti ug Uncle. Apil nko ana nga customer nimo kay sa ako na gi ingun nimo ang beach resort panag iya sa tibuok Duran nga pamilya. If you also read carefully:
7. We email you instructions to complete the transfer. If you do not authorize or deny the transfer request within 5 days, we automatically complete the transfer. See Accepting or Declining a Transfer to a Different Registrar for more information.
I just have to make sure nga imong gi process ang transfer kay when you talked to our Manager it seems nga nag boang2 ka. Mura ka ug wa kasabot kunohay. Sa kita na ang istorya hasta kapila ko nag balik2 ug sulti nimo nga "simple ra akong gipangayo nimo ang Auth Code ra jd" karon ug wa ka kasabot unsay Auth Code ngano mo ingun manka nga sweto ka sa process. Ug sweto ka sa process then that means to say ngpa boang2 ka, diba?
Gamay ra lagi imong business namo pila raman intawn na ang 5k pero ang pag transact nimo between you and our Manager was a bit disappointing to tell you frankly.
Even on how you reply to my email is disappointing considering that you're a businessman. You have bad customer service Sir to tell you honestly.
So far ala cya mo reply na sa akong message.
I just want to let everyone here know about this certain company nga bati kaau ug service.. Wa ko mag daut niya since he's a businessman.. I just want everyone to be vigil and to know what this company is doing to people who doesnt know the process of having a website and registering a domain..
Sa mga mods if dli ni cya angay dri please transfer to correct thread.
Ug mangutana mo unsa nga company I can just pm it..
Thanks
Beware of this Hosting Company.. Very poor customer/technical support service
Originally Posted by ongkal
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