Somebody on the registerfly's new website design team is a comedian. The following clauses are included in the Support System Terms And Conditions.

"Normally support issues are handled within 2-3 hours however, allow at least 24 hours for a response from our support team. Very complicated technical items can take up to 48 hours."

"If at anytime you feel the support team at Registerfly.com is NOT properly handling your support request please contact us via this form. Please include your userid and the nature of your issue."

:) :bawling: :puke:

Jeff

I guess it depends on how you feel about it. But for me, it's not comedic.

Actually I think they should've included something like "please include your user id
and as many specific details of your issue". The latter should help them narrow
down their search and understand you better.

In fact, it's good they're setting expectations. Other registrars, especially the big
guys, aren't doing such.

It's comedic because it is utter BS. The expectations they need to set are on the standards of their support not on the poor customer.

You can include as much detail as you like, if the problem is on registerfly's side it won't be fixed.

Jeff

It's comedic because it is utter BS. The expectations they need to set are on the standards of their support not on the poor customer.

You can include as much detail as you like, if the problem is on registerfly's side it won't be fixed.

Jeff

This is pretty standard among the few registrars I use. They post the average time to set expectations. netsol says 24 hours, Godaddy 12 to 24 hours. Judging the 28 out of 29 posts you made are negative towards this specific company, I think the intent of the post is just to draw attention.

Seriously what is comedy here?

This is pretty standard among the few registrars I use. They post the average time to set expectations. netsol says 24 hours, Godaddy 12 to 24 hours. Judging the 28 out of 29 posts you made are negative towards this specific company, I think the intent of the post is just to draw attention.

You are damn right it is to draw attention. My experience of the average time for registerfly to respond to support requests is several days, even weeks, if ever. Want any examples?

Jeff Kogler

The last time I submitted a support request into the registerfly "support" system (on behalf of a customer), we waited over a month for a reply.

A month!

By then, we'd helped our customer transfer their domain away, so it was pretty funny.

I mean, really... why bother responding at all after a MONTH?

I mean, really... why bother responding at all after a MONTH?

They don't.

The expectations they need to set are on the standards of their support not on the poor customer.

It's possible your issue may be unique, I don't know. Every business encounters
something new every other day, and they try to prepare accordingly next time.

What expectations do you want them to set for their customer support anyway?
Any specifics?

On the side, I just saw your most recent post in another thread. Now I understand.

It's unfortunate what happened to you. But it's also happened to others with their
respective registrars if you looked around.

Only thing you can really do is...hope for the best with whoever your new registrar
is, but do expect the worst and prepare for it accordingly.

So far I guess I'm just lucky. But I'm expecting the worst already, and have made
and still making whatever preparations I can.

I have one ticket unresolved since April 18th... Not particularly urgent, but still interesting when and what kind of resolution it will be... :)

Slightly off-topic but Registerfly's new site seems to have a lot of problems and IMHO is no faster than the previous site.

Plus it won't let me log in....but thats just a trivial issue :-)

Plus it won't let me log in....but thats just a trivial issue :-)

I am able to login w/o the slightest problem... Check your browser security preferences (perhaps lower them, temporary), clear all cookies and cache... Try to login after that.

I got same day response yesterday but was non technical just about the problem with no paypal and if they will bring it back. Which they wont be.

it's funny if you're familiar with regfly :)

That is hilarious... if you contact us and we don't do anything then contact us about it. :rofl:

So I am curious... if you contact them about it and they still don't do anything then what form are you supposed to use to contact them about that?

Festus:

Form 19872b, also known as the Pink Form which you'll need to fill out in triplicate and fax to an obscure seldom working number in East Mongolia - with a notary local to Mongolia's certification stamp.

Sheesh...

You didn't KNOW that? Duh!?! It's section 847, sub section 18, paragraph 5 and clearly written in Swahili on line two unless, of course you have the International Version in which case you want....

;)

KGIII

My mother in law has two domains registered with registerfly. One has expired and the other one is about too. I have refused to let her renew them with rf telling her that if she pays money they will expire anyway so she might as well let them drop and hope to catch them on the way down.

The one that is about to expire rf had overwritten her contact details with their own, no wonder she stopped getting the expiration notices. So I changed the details back. The other one that has just expired - the rf site said I couldn't change the details but the rf system sent out a "details have been changed" email anyway. Another example of the bug ridden registerfly system.

It's a joke all right. I repeat my strongest personal recommendation not to deal with registerfly.

Jeff

i am trying to cancel the transfer of one of my domain for 10 days.
and still they have neither cancelled the transfer nor transfer is proceeding any further .

i've had no problems with them at all - have several domains registered through them - am I also slow not to get what is so funny about the clauses?

They should say, "If at anytime you feel the support team at Registerfly.com is NOT properly handling your support request please visit WebHostingTalk.com. Please include the complete nature of your issue."

They are my top registration company, I send my customers to them. No problems.

They are my top registration company, I send my customers to them. No problems.

Then, as I have stated in other places on this forum, I recommend, in the strongest possible terms, that you cease doing so. Otherwise you will lose customers.

Jeff Kogler

thank you for your message but I hve used for three years and no problem. everyone I recommend to use is happy with them. You may be mad(I read all your notes) but I am not

thank you for your message but I hve used for three years and no problem. everyone I recommend to use is happy with them. You may be mad(I read all your notes) but I am not
Perhaps you haven't used them in the past 4 months?

How have YOUR domain renewals been going since the first of 2006?

-larry

thank you for your message but I hve used for three years and no problem. everyone I recommend to use is happy with them. You may be mad(I read all your notes) but I am not

If people insist on using rf I strongly suggest they do the following:-

Check the status of your domains regularly, at least once per month.
Use the best "whois" you can find.
Take into account all data available to you both within rf and outside. Assume that the rf data is wrong and seek external verification.
Set up a regular test email (at least once per day) through your domain and take immediate action if the email does not get through.
Stay one year ahead with your registration so you've got time to act if something goes wrong.
Regularly check that the contact data on your domains is not overwritten by rf.
Manually renew, watch the progress of the renewal carefully and immediately act on any perceived issues.
Don't leave your credit card payment details on rf's site.
Establish a person to person working relationship with a Register support or management person as high up in the organisation as you can and make contact with them at least fortnightly. Make sure if there is a problem the person on the other end knows you.
Ask rf for their written IT procedures and training cirriculum for their support staff.

And I have to say it, select your most important domains and get 'em out of there ASAP. I can't see how it can be worth the risk. You have been warned.

Regards,

Jeff

I'm pissed at registerfly.
i submitted a ticket letting them know i was charged double on my CC for a renewal that didnt go through.
they respond by asking me my CC number. I respond, wait 2 weeks for no reply, and now my account it locked and says "FRAUD 8.99" with no explinations.
Now i cant see my ticket, cant get any reason, cant log into my account.
You can trust that as soon as i can get my domains out of there i will.
This is the worst company i have EVER dealt with :(

rf have just closed my support ticket without resolving the issue. I was told I would be credited 2 months ago and the last I had heard from them was over 6 weeks ago. Still no credit. I reopened the ticket and I will persist until they fix it.

Jeff

I'm pissed at registerfly.
i submitted a ticket letting them know i was charged double on my CC for a renewal that didnt go through.

"FRAUD 8.99" with no explinations.
Now i cant see my ticket, cant get any reason, cant log into my account.
You can trust that as soon as i can get my domains out of there i will.
This is the worst company i have EVER dealt with :(
Their CC script is notorious for double charges, there is no clean exit, so anything you do will resubmit the same charge (back/fwd/return/etc), unless you close the browser window. A suppot ticket with a simple my cc was charged twice for xxx on xxx has worked for me (in a week)

charge back / threat of charge back will get your account and anything in it locked up fo life. do a search on "risk dept"

good luck

-larry

rf have just closed my support ticket without resolving the issue. I was told I would be credited 2 months ago and the last I had heard from them was over 6 weeks ago. Still no credit. I reopened the ticket and I will persist until they fix it.

Jeff

I finally received the following invitation in the support ticket

"I am new to this department and would like to assist in resolving your situation if at all possible. If you would kindly update for me what you feel your current situation is and what your records indicate would correct it to your satisfaction I would appreciate. I will then research the matter and get back to you as soon as possible. I apologize for the past problems you seem to have had.

Frank
Billing Resolution Specialist"

When I went to make the response I found that the support ticket had been closed and could not been reopened. When did registerfly remove the ability to reopen support tickets if the customer is not satisfied with the result. I had to open a new one. Will they close that one too? And they still owe me money.

And guess what the domain which the issue was all about and which rf lost on me despite the fact that I had paid for it's renewal suddenly appeared back in my account with a 2007 expiry date despite the fact that someone else now owns it and they have not purcased it through rf.

I stress again, with all that is inside me, do NOT deal with registerfly. THEY ARE A JOKE!!!

Jeff

And registerfly's whois service gives a "Domain not found" message when looking up the domain. Every other whois I've tried gives the correct info ie the new owner.

Any one tried to turn off the Protectfly info on a domain. Another badly designed and faulty interface.

Jeff

Now after already acknowledging that they shortchanged me on credit to my account, and actually stating that they had refunded the shortfall to my credit card, which never arrived, they are now posting in my support request that I wasn't shortcharged after all. So I have to start again.

Can the people in the support/billing departments actually read English? I have no evidence that they actually read what one writes.

I wish I was in the US. Then I could ring up and pester them. It is so slow via the support ticket system.

Jeff

rf's response to my request - "the charge was made over 6 months ago and have no access to refund the extra dollar. the only way to get the dollar is in your registerfly account"

My response - "I don't accept that. You are trying to tell me that rf have no system to credit a supplier or a customer because the transaction is over a certain age. At my workplace I sit opposite the accounts payable people and I have seen tham credit invoices over four years old, and foir amounts less than $AU5. And rf is trying to tell me that they can take my money, not provide the service paid for, still not provide the service over a period of over two months, be responsible for the loss of a very important asset of the customer, not return a part of the customers for several more weeks, ignore the customers request for a full refund and then after six months say they do not have access to the customers money. Are Registerfly bankrupt? The amount is immaterial. Registerfly's business processes, practices and systems are at fault and there has been no explanation, no apology, no compensation and now, not even the money which is mine can be returned to me. What sort of business morality is that? I want this addressed by management. Please refer it to senior management through your supervisor."

In the interests of fairness I should report to forum members the status of the problem which led me to create this thread.

Regfly, a member of this forum, is an employee, AFAIK, of Registerfly and PM'd me through this forum about the above issue.

He spent some time both investigating the issue and communicating with me and arranged a $8.99 credit to my Credit Card which arrived after only a few days.

His investigations revealed that the original issue, which was the loss of an important domain to me, was caused by process faults at eNom. At the time Registerfly were resellers of eNom and domains registered at RF were registered through eNom.

Most importantly Regfly (Paul) apologised to me. He said that the issue I had suffered was not common and applied to only a "handful" of customers. He also said, among other things, that RF are improving their support processes through expanded support options and employment of new support staff. I can provide more detail to forum members if requested.

I am still angry about the loss of my domain and it is extremely unlikely I will ever use registerfly again. However would like to thank Paul on this forum for the action he took.

Regards,

Jeff Kogler

Further to the above, the two .ws domains I had registered with registerfly which I allowed to drop because I refuse to deal with them again did in fact become available and I was able to register them again through another company at $10 instead of $28.

Jeff

It's always nice to something good come out of the ashes.

I have tickets from March 2006 still not resolved. I don't think they are able to understand and/or fix the software they are using.

While I still mourn the loss of the domain registerfly lost, boy I am glad I'm out of there. I shall not be dealing with rf ever again and all their promotional emails get return to sender treatment.

Jeff