Registering a domain? Break out the Excedrin.
Written: Mar 28 '00 (Updated Apr 10 '00)
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Product Rating:
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Pros: Pro's anyone? Anyone? Anyone? Anyone?
Cons: The IRS has nothing on Network Solutions
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| cherrypop's Full Review: Network Solutions.com |
Network Solutions (NSOL) is a company with a 14.132B Market Cap, and a $1 customer service philosophy.
The company I work for owns five domain names. So, I've had enough negative experiences with Network Solutions to determine that there is something seriously wrong with the company's philosophy. This is a dysfunctional for-profit organization if ever there was one.
My most recent, and most frustrating, exchange with Network Solutions occurred when I attempted to consolidate our NIC Handles (something like a login name, or a customer number). Some of which were over four years old and so was the information behind the NIC Handle such as our email and mailing addresses. Here are some of the unnecessary hurdles I ran into:
How difficult can this be?
Incomplete documentation about managing a domain on the NS website.
Incomplete FAQ content on managing a domain name: the Devil is in the details. NS neglects to inform its customers about the details.
A seemingly endless cycle of email responses from NS that require a reply or a forward, only to receive further email messages from NS that require a rep- . . . you get the point.
Incompetent customer service: I have yet to complete one NS related task with the instructions I have received from a representative. They are almost always wrong, and clearly don't understand how their company works. Unforgivable.
Incompetent phone representatives: Imagine filing your taxes through a microphone at a drive-through. Well, working with NS reps is worse. What kind of customer service training do you provide your employees with, NS? Some of your reps perform as if you pulled them off the street, tossed them a headset and said, "Answer the phone 'Network Solutions,' it's a cake walk from there -- your customers can't go anywhere else!"
Someone reading this might say, "I didn't have any trouble managing my domain name with NS. I found all the information I needed on their website." To this I can only say, "Fortunate, chosen one."
But as soon as your original email address changes, or you relocate your office, or your sister gets married (ok, I'm getting a little carried away), then try to work with Network Solutions. Calling the process a nightmare doesn't condemn NS enough for their behavior/negligence.
Tips for working with NS (because no matter where you register your domain, ultimately the information resides in the NS database):
Carefully consider every piece of information you submit to NS when registering your domain-think very long term.
Politely demand accountability: Get the representative's name, extension, and email address. This should make following up with NS a bit easier.
Don't hesitate to ask for a supervisor when dialing into NS. They know somewhat more than NS representatives and are easier to hold accountable.
Bottom line:Until there is a true alternative to NS, domain name registration will continue to be a headache. Worse yet, there is no reason for this situation to be this bad. NS is a web based company and given the powerful technology implemented by other highly complex web based companies (I'm thinking etrade.com, turbotaxweb.com, etc) domain name registration should be a no-brainer. Managing a domain name should be customer friendly, easy and secure.
Get your act together, NS. Your business model might be insanely profitable right now, but your business practice borders on the obscene and it will catch up with you eventually. (Honey, if I disappear after posting this epinion, you know where to start the search and rescue <wink>.)
Recommended:
No
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Epinions.com ID:
cherrypop
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Location: Boulder
Reviews written: 19
Trusted by: 7 members
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