I'll try to make this as brief as possible, and I'm hoping that someone from Namecheap will read this, and try to explain to me why they can't be doing a better job to support a reseller who is just trying to use the services he paid for.

I setup a reseller account with Namecheap, after reading the good reviews from other customers here about their great support and service. Initially, I was just going to buy my domains directly from them, but via e-mails, they informed me that they had a reseller program available that might better fill my needs. 'Great' I thought.

Here are my complaints thus far:

1) Support response times are HORRENDOUS at best, but non-existant from the 'specified' reseller e-mail address given to me on sign-up. I first tried using their web-based submission form for resellers to use to send in a request. A week later, nothing. So, I tried sending in an e-mail to the direct address. 4 business days later, nothing. I finally sent in a forwarded copy of the e-mail to namecheap support directly, and lo and behold I get a response! Only 2 weeks to get that! :(

2) Support quality has not been satisfactory when received. My questions are not being fully addressed, and when I send in a reply to anything I receive, I once again go into the eternal waiting period while I wonder if I'll ever hear anything back again. This has really frustrated me, and at this point, I'm ready to give up on them all together, and find another company to do business with. I've had my account over a month now, and have yet to have one successful transaction with it, due to support issues, or lack thereof.

3) Browser compatibility for purchasing and website 'management'. Since all of the processing end of the reseller sites are handled via ASP, you can forget using any browser other than Internet Explorer. I've tried both Opera and Firefox, since I do NOT relish the insecurities of IE, and neither will allow you to process any purchase, or adjust your reseller website settings, because the coding does not conform to basic standards. Is it really that hard to make something standards compliant so that it will work on ANY web browser? Even MY shopping cart can do that.

Overall, I'm just really not satisfied at all with the service and support I've received as a Namecheap reseller. I came into this expecting great things, and instead, I'm just wanting a refund of my fees for a service that has been impossible to use at times. The lack of response from their departments is attrocious, and if I were to treat my hosting customers in this matter, I surely wouldn't have lasted 6 months. I should NOT have to make demands for a refund to get support, and I should NOT have to e-mail 4 different addresses to get a TIMELY responce to my questions....should I?

If there are any other Namecheap resellers out there that can offer me some assistance in dealing with this, I would certainly appreciate it. If anyone from Namecheap happens to read this, PLEASE answer my e-mails! Better yet, let me know why it takes forever to hear anything back from you...and why you cannot answer my support requests in full? I really would like to work with your company, but you're making it very difficult for me to run MINE.

CreationStorm,

I've already replied to the email you sent support earlier but I will address this here as well.

http://website.unifiedregistrar.com operates as a different entity from NameCheap.com . I know they have been having some issues with emails not being received by customers in the last couple of weeks. I am looking into this further for you.


In the meantime, please use the regular support@namecheap.com address rather than the re-seller form for any inquiries just to be safe.

We apologize for any miscommunication and inconvenience this has caused you.

CreationStorm

Why would you resell domain names from a company that is a reseller themselves. I think they are using enom, why not just become an enom reseller yourself? Just my
two cents.

Richard,

Thank you for the response here, and I will try using the e-mail address you've suggested here. However, I have sent e-mail to that address before, in response to a reply I had received, and never heard anything back again. Honestly, I just want to get my questions and concerns answered, so that I can get down to business. Once I'm armed with the knowledge I need, you'll find I rarely ask for support, unless it's really something I cannot fix or handle.

Initial impressions are everything, and I'm not feeling very comfortable right now. Hopefully this will change.

technanny: The reseller package that Namecheap is offering fit my immediate needs better than most of the ones available out there. I'm sure you're aware of the up-front costs you are required to spend on an enom reseller account, and unless you're doing HIGH volumes of domain name business, it's pretty hard to justify that initial expense. The end pricing is also a factor, and you have to look at that in relation to the whole process when looking at plans like this.

If I decided to have a large domain name reselling business, sure, I'd look into an account that was more closely tied to a top-tier registrar, but at this time, that's more than what I need. With a small business, every cent counts, and I'm not willing to put out more than I need to, in an area that's not a life or death function. This may change later, but for now, I'm not interested in biting off more than I can chew. ;)

Richard,

Thank you for the response here, and I will try using the e-mail address you've suggested here. However, I have sent e-mail to that address before, in response to a reply I had received, and never heard anything back again. Honestly, I just want to get my questions and concerns answered, so that I can get down to business. Once I'm armed with the knowledge I need, you'll find I rarely ask for support, unless it's really something I cannot fix or handle.

Initial impressions are everything, and I'm not feeling very comfortable right now. Hopefully this will change.

technanny: The reseller package that Namecheap is offering fit my immediate needs better than most of the ones available out there. I'm sure you're aware of the up-front costs you are required to spend on an enom reseller account, and unless you're doing HIGH volumes of domain name business, it's pretty hard to justify that initial expense. The end pricing is also a factor, and you have to look at that in relation to the whole process when looking at plans like this.

If I decided to have a large domain name reselling business, sure, I'd look into an account that was more closely tied to a top-tier registrar, but at this time, that's more than what I need. With a small business, every cent counts, and I'm not willing to put out more than I need to, in an area that's not a life or death function. This may change later, but for now, I'm not interested in biting off more than I can chew. ;)

CreationStorm,

I personally sent you a response this morning, did you not receive it? If not, please PM here.

CreationStorm

Why would you resell domain names from a company that is a reseller themselves. I think they are using enom, why not just become an enom reseller yourself? Just my
two cents.

Let's see if I can answer the differences. Enom's pricing starts at $8.99 while ours starts at $7.99 with no minimum deposit. Enom's PDQ service costs $99 a year while ours costs $48.88. The interfaces are also completely different and ours has been developed completely in house.

Let's see if I can answer the differences. Enom's pricing starts at $8.99 while ours starts at $7.99 with no minimum deposit. Enom's PDQ service costs $99 a year while ours costs $48.88. The interfaces are also completely different and ours has been developed completely in house.

Thank you for your reply. For someone starting out it may make sense. I would think as their business grows they will find their way to enom directly

Let's see if I can answer the differences. Enom's pricing starts at $8.99 while ours starts at $7.99 with no minimum deposit. Enom's PDQ service costs $99 a year while ours costs $48.88. The interfaces are also completely different and ours has been developed completely in house.

Richard....I know you were talking about getting ICANN certified a while ago....how is that going?

I'm ramping up my domain profile and I plan on putting a lot more with you guys soon....

CreationStorm,

I personally sent you a response this morning, did you not receive it? If not, please PM here.

Richard,

Yes, I received your reply this morning, and sent one in response. I'd like to get an idea of what your response times are like though. Normally, I don't see any responses for a week or more after sending in an e-mail. Can you give me a reasonable idea of what to expect for response times in the future? That would be a good start.

For instance, I'm actually waiting on placing an order for a domain right now for a client, but until I get this situation sorted out, I'm very hesitant to do much of anything.

Richard,

Yes, I received your reply this morning, and sent one in response. I'd like to get an idea of what your response times are like though. Normally, I don't see any responses for a week or more after sending in an e-mail. Can you give me a reasonable idea of what to expect for response times in the future? That would be a good start.

For instance, I'm actually waiting on placing an order for a domain right now for a client, but until I get this situation sorted out, I'm very hesitant to do much of anything.

I responded to your email a few hours ago and requested some information so we can get this issue taken care of for you.

Regarding our regular support responses I suggest you do a search on these forums or a Google search on the term "NameCheap". I'm confident you will find more than enough reccomendations about our company and the quality of our support.

I also had a look at the chain of email communications between you and us and it looks like a few of the emails you sent our regular support were forwarded to the re-seller department and therefore affected by the same breakdown. I have instructed our regular support staff to handle all these emails themselves until we are confident that the issue with the re-seller system is 100% corrected.

Richard....I know you were talking about getting ICANN certified a while ago....how is that going?

I'm ramping up my domain profile and I plan on putting a lot more with you guys soon....

RossH,

We already own an ICANN accredited registrar so in essence it is done. What we are working on now is getting everything moved over.

We still, unfortunately, don't have an ETA of release but I can assure you we are working very hard towards this goal.

Richard,

Do you also offer payment processing for your resellers?

What services does a domain registration include?

Thanks,

Fatih

Richard,

Do you also offer payment processing for your resellers?

What services does a domain registration include?

Thanks,

Fatih


Hello Fattee,

We include all payment processing including paypal payments.

We offer the full suite of re-direction services free with every reistration. We also offer the first year of WhoisGuard free and allow you to choose whatever pricing you wish to offer your customers for this service.

Are domains registered through Enom or your own registrar?

Let's see if I can answer the differences. Enom's pricing starts at $8.99 while ours starts at $7.99 with no minimum deposit. Enom's PDQ service costs $99 a year while ours costs $48.88. The interfaces are also completely different and ours has been developed completely in house.

Sound interested, plz giveme mroe details,

Thx

Are domains registered through Enom or your own registrar?


It is currently running through enom but on our own platform. If you'd like to see one of our re-sellers sites in action you can do so here http://bitesites.unifiedregistrar.com/ . As you can see, quite a difference from enom's PDQ service.

Darkz,

Any further information can be obtained directly at http://website.unifiedregistrar.com .

Let's see if I can answer the differences. Enom's pricing starts at $8.99 while ours starts at $7.99 with no minimum deposit. Enom's PDQ service costs $99 a year while ours costs $48.88. The interfaces are also completely different and ours has been developed completely in house.

could you please elaborate on the price structure? i can't find that info in the unifiedregistrar site, just the annual cost.