Hello

Recently I obtained a Bulk domain registration account from stargate.

After I was not able to use the interface to register any domains I openned a ticket on their support interface.

After 2 days there was not any answer so I wrote to my account rep and asked hime to see my ticket.

After about 3 days I have not received a reply and I have been forced to register about 15 domains with another registrar.

Sometimes ago people used to tell bad things about registerfly but it seems registerfly has become better and stargate becomes worse everyday.

Just wanted to see if other people have the same experience with them.

Regards,
Mac

I've heard Registerfly is better now too. Their support seemed very bad in the past from customer reports. But I've heard from current customers that their support is actually pretty good.

Stargate support was good the last time I contacted them, which was 2 years ago perhaps. I haven't contacted them since then, so I wouldn't know the present state of their support.

I went with another Enom reseller with an already good support track record...Namecheap.

I also think their customer support is terrible. I've contacted them explaining the whole thing but they do not answer. So they still haven't refunded me the money. Here's what happened (I posted this somewhere else):

I've had a bad experience with Stargate support. I was really enjoying their service until they started responding my customer support emails with "default script" answers and/or did NOT respond my emails at all.

I used to host my site with them too, but I couldn't FTP into it. I had to email them to ask what was wrong. Then they said it was a problem on their side and that they would let me know when things were fixed. After waiting and waiting, and nothing happening, I decided to switch hosts. I emailed them and called them to tell them to cancel my account. They never responded. It wasn't until many tries when they finally closed the account and CHARGED me for the month I didn't use their service (FTP didn't work) because, according to them, I asked to cancel in that same month they closed my account. Of course, that wasn't true since my first email and phone calls were made the month before. ARGH.

-------

So still no response from them, no money, and I'm very frustrated. Granted, this problem had to do with their hosting service, but their *service* nonetheless. I have several domains with them. Needless to say, I am transfering all my domains away as they come close to their expiration dates.

:(

Jessica

Mac,

Not sure what your exact problem is but...

Just use the promocode you were given to register domains through their standard interface at www.stargate.com. Select the domains you want to register enter your promocode and complete the transaction. There is no need to actually login to the bulk account.

Yep. Like TheOP said; it's pretty easy.
But, I'll agree that support has gone south at stargate.
It was really good when Tara was there; but I have received the slowest and worst support responses since she left. :bawling:

Hi,

I started as a bulk partner with Stargate, last November 2001. At that time, registering a domain name was like playing the lottery and found myself many times having to register with another account I use, BulkRegister. Way back when I first started with Bulk Register, their system was awful and has improved greatly. So, I guess, it's just a matter of patience.

The past couple of months, I've had no problem registering domains at Stargate. However, 4 days ago, I created a host for one of my domains and changed the name servers and it hasn't resolved as of yet. According to their FAQ's, it takes anywhere from 24-72 hours. In the past, I found it easy to get a 'human' on the phone. Lately, I can't get hold of anyone, although I have been getting timely responses from them via email.

Basmah:)

TheOP and SoftWareRevue

The problem is that they have charged my card for all of those domains and first page shows that I have not used even one of them.

But when I start registering even though I have entered promotion code it arrives at credit card payment page with an error on top of it (Credit Card Declined).

They have successfully charged the money to my card when I registered for bulk account and it even gave me the authentication code (VQXXXXXXXX) and charge appears on my card. So why it tries to charge me again?

Regards,
Mac

Jessicam, it seems you are unfairly biased against Stargate, especially when your experience is about web hosting. I've seen you posting the same cut and paste argument several times.

wmac, I have a bulk account with Stargate as well. You can call them directly and have this resolved.

About DNS (Basmah) I believe it takes no more than 48 hours for the DNS to propagate. If you are referring to WHOIS info, Stargate updates the public WHOIS from their internal database about once or twice a week.

Dan from Stargate also posts regularly here. Can't recall his exact username though :(

Originally posted by Jessicam
...Needless to say, I am transfering all my domains away as they come close to their expiration dates...

I've done the same thing and am in the process of transferring the last domain as we speak. Of course the holiday slowed it down, however. For me, their support went south around the beginning of this year. That's when I decided (along with some pretty negative responses from them) to transfer all domains to someone else that cares about customer service.

Good luck...

Originally posted by timechange
. . . . . . . . . .

Dan from Stargate also posts regularly here. Can't recall his exact username though :( You mean, Don? As in dwelbourn?

I have never reached anything more than a recording whenever I've telephoned them.

Oops, yes Don Welbourn.

Odd, never had a problem reaching them and they always followed-up if I left a message. bear in mind they are in Central Time Zone

Yea we have been having major problems with StarGates support lately..
But the price and features they provide are great..
guess we suffer with support issues for now.. :D


THEY NEVER EVER EVER ANSWER THE PHONE! :(

Originally posted by timechange
Jessicam, it seems you are unfairly biased against Stargate, especially when your experience is about web hosting. I've seen you posting the same cut and paste argument several times.


timechange,

Greetings.

In answer to your post, here are the times I posted negatively about Stargate:

http://www.webhostingtalk.com/showthread.php?s=&threadid=55144

http://www.webhostingtalk.com/showthread.php?s=&threadid=45728

http://www.webhostingtalk.com/showthread.php?s=&threadid=58901 (this thread)

This is the positive post about Stargate I've made:

http://www.webhostingtalk.com/showthread.php?s=&threadid=46188 4/23

And here are my posts about Stargate was mentioned (neither positive nor negative) :

http://www.webhostingtalk.com/showthread.php?s=&threadid=43230

http://www.webhostingtalk.com/showthread.php?s=&threadid=54011

http://www.webhostingtalk.com/showthread.php?s=&threadid=48529

http://www.webhostingtalk.com/showthread.php?s=&threadid=45893

http://www.webhostingtalk.com/showthread.php?s=&threadid=44438

http://www.webhostingtalk.com/showthread.php?s=&threadid=43497

http://www.webhostingtalk.com/showthread.php?s=&threadid=48580 (good and bad)

All my negative comments are about my experience with Stargate's Customer Support that is still unresolved because they just simply do not answer my emails. Their actions have impacted my decision to move away from them. Most of my posts about Stargate have been neutral. I don't believe I am "unfairly biased against Stargate." If that were so, most of my posts about Stargate would be negative. The same cut and paste posting has been repeated only once (here on this thread) as I mentioned it in my post. Not "several times." Both posts were around a week apart.

I stand my ground to share my experiences with Stargate. I have been with them for a year, they were great for many months until this incident happened. I've noticed their customer service going downhill as have others. Wmac, has had a bad experience too, and I shared mine on this thread. Nothing bad about that.

Regards,

Jessica

Well
At least someone agrees with me.

I am moving all ours out of stargate on renewal.

I checked the state of domain report
http://www.sotd.info
and Stargate is number 21 in the list of registrars by registrations.
Miles behind most of the others discussed on this forum.

The market is fairly stagnant with only Enom and Godaddy putting on large numbers due to a few speculators using them to register thousands of .us domains.

Gordon

#21 out of 100+ is not bad at all; you need to read the data differently: there was an increase in the number of registrations in May, while the top ranked registrars had a substantial loss.

eNom & tucows have hundreds (thousands?) of resellers and hence their figures are not in direct comparison with single players like GoDaddy and Stargate.

At the same time, 000domains which is renowed for their excellent customer service are near the bottom of the list. That can tell you something. ;)

Again, it's a free market and you can take your domains wherever you like. Personally, I am transferring my remaining dozens away from GoDaddy and into Stargate.

I registered and paid my $210 3 days ago ... not even an e-mail to say they have received payment!

000domains appears at the bottom of the list because they are a Tucows reseller for the bulk of their business.
Its only the new TLD's that they are registrars for in their own right.

It does make interesting reading though
Especially the 14% drop in Network Solutions market share.
I need to read it properly.

Makes our 1000 to 1500 registrations a month look like a drop in the ocean.

Gordon

Originally posted by puggy106
I registered and paid my $210 3 days ago ... not even an e-mail to say they have received payment!

Puggy, you need to make it more specific: did you create a regular account or a bulk account? Bulk accounts take 24 to 48 hours to activate. With regular accounts (where you just register a bunch of domains at the current price) you should receive 1 email per domain registered, minutes later. Did you give a correct admin email ?

You can get much faster support responses using their ticketing system rather than phone. Plus you have a ticket number which you can track.

BTW, Stargate is number 20 for May on SOTD report.

Let's not talk about GoDaddy's phone support :( At least Stargate has a 1-800 number.

In fact I have used their support ticket system. I have also sent an email to Don Welbourn asking hime to see my ticket.

About 6 hours ago I also faxed them a request to see my ticket again.

Just look at their welcome message :


For prompt resolve of any technical support related issues, please visit our Support page, https://www.stargateinc.com/pages/support.htm, and submit your request through our Web Based Client Support System. Our technical support department will be happy to assist you with your requests.


I thought they may give better support to resellers.

Mac

What is your ticket number? I can check on the status.

Tom
Stargate

You are criticizing Jessicam for her number of posts against Stargate...yet, everytime Stargate is mentioned you come running to their rescue....what is the difference?

Although I respect you and your opinion, I favor other hosts over Stargate for reasons even expressed in your remarks.

21 out of 100+ is not bad at all
Since When is that something to be proud of?

About DNS (Basmah) I believe it takes no more than 48 hours for the DNS to propagate. If you are referring to WHOIS info, Stargate updates the public WHOIS from their internal database about once or twice a week.

I have found them among the slowest for DNS updates, where with my other registrars I have not had one take over 24 hours in months. Also, the other major registrars update the public WHOIS nightly.

In addition, I don't like the ring them in at $8.95 (in multiples), renew at $13.95 plan.

Just, in general, I prefer OpenSRS, Enom, and Dotster over Stargate and will not renew any domains at Stargate, but will transfer them elsewhere. I am glad you are happy with them, but you seem to be in a diminishing group.

Incognito,

Stargate is very proud to be 20 out of 100 (may SOTD). And even more proud to the number 11 gaining registar. They are both great, and not exactly easy, accomplishments.

Propagation times are not controlled by the individual registrar. Root servers get updated at 12pm EST and 12am EST. They are updated by Verisign Registry.

We do not "ring you in" with 8.85 prices (multiple). Our standard registration and renewal cost is 13.95. DomainXpress allows you to register two or more domains at a discounted rate of 8.85. We are more than happy to provide discounted pricing for renewals with bulk accounts.

Tom
Stargate
tchaffin@stargate.com

Originally posted by Incognito
You are criticizing Jessicam for her number of posts against Stargate...yet, everytime Stargate is mentioned you come running to their rescue....what is the difference?

The difference is that Jessicam had unresolved issues with web hosting, which is not discussed here; it was about domain registrar issues.


Although I respect you and your opinion, I favor other hosts over Stargate for reasons even expressed in your remarks.


Since When is that something to be proud of?


I have found them among the slowest for DNS updates, where with my other registrars I have not had one take over 24 hours in months. Also, the other major registrars update the public WHOIS nightly.

I've seen equally "slow" times of 48 hours with GoDaddy and RegisterFly - let's not talk about the champions NetSol and Register.com


In addition, I don't like the ring them in at $8.95 (in multiples), renew at $13.95 plan.

Just, in general, I prefer OpenSRS, Enom, and Dotster over Stargate and will not renew any domains at Stargate, but will transfer them elsewhere. I am glad you are happy with them, but you seem to be in a diminishing group.

I can't comment there as I have a bulk account locked at $8 per domain. Stargate gives me excellent value for that amount, free URL forwarding and even POP3 email. About the diminishing group you mentioned, it's those that are not power users that might face difficulties in their experience. As long as GoDaddy charges more for registrations and does not offer URL forwarding for free, I have no reason to leave Stargate.

Tom,

Thank you for response.

It is 27925.

Mac

I have responded to your case via e-mail. If anyone else has questions or concerns please feel free to contact me directly at tchaffin@stargate.com

Tom
Stargate.com

Hopefully Tom can be the new *good* Stargate.com Support Tech.
God knows its been a pain sense some people left....

Tom, does anyone ever answer the phone or call back?
I have had a couple times in the past year that I have left messages on the phone system and no-one EVER calls you back..
I usually have to get upset and start writing every e-mail I can find on the site to get support lately...

For example the last case.. I opened a ticket.. waited 3 days.. then fianlly called left a message email another Stargate.com Support Tech.. they read my mail.. 24Hrs after they read my mail I still heard nothing from them. So 4+ days have gone by and nothing has been done about my support request and my domain is unuasable.. Finally I just mailed any email I could find on the site saying how I was not very happy at all.. and if they could please give me a clue as to what was going on (If Anything).. Well finally this got their attention and they replied and had the problem fixed later that day.

But that it alot to go threw to get support (took almost a week before the problem was fixed, 4 or 5 days before anyone even wrote me back or updated my ticket.)
I find that to be fairly bad support.

Althou I love the control at stargate and never plan to leave (dispite the support lately)
I just felt like adding my thoughts.

Have a good day!

YourHostSucks,

Support is something I am working on correcting, and I apologize for any inconveniences. Keeping up with support while growing is definitely a challenge. I will also continue to monitor this board.

The quickest way to get resolve is to create a support ticket. If you have any problems with support you can contact Josh in Customer Service (9am - 5pm CST) or myself.

I would be interested in hearing any suggestions (e.g. offer chat, more phone, etc.) you may have. They can be e-mailed to me directly at tchaffin@stargate.com

Tom
Stargate.com

Tom Thank you,

Problem is solved now.

Mac

Tom - I'm glad to see a Stargate representative on these forums. I will be emailing you shortly with my case. I'd apreciate your help. Thanks.

All - Even though my problem lies with the web hosting service at Stargate and this is the Domain Names forum section, I felt that I needed to share my experience with Stargate's Customer Support . I want to stress out that this was my intention. Be it their web hosting or domain name service, it *is* their customer support that needs to be improved. If it was out of topic, I apologize. I hope it hasn't been.

On that note, off I go to send Tom that email. :)

Greetings,

Jessica

Since the thread was started about customer support, I think your posts have been on topic, Jessica. ;)

I see WHT has now banned Star Gate - so this thread can now rest in peace.

That sucks.. :(

I dont think they banned them.. just the URL :(

Glad to see Tom seems to be on the move to improving support.. Hope you can do it.. I love SG! If support was good again I would not have any worries with them. :D

o looks like they are "-".. that sucks

How come ******** is banned?

Star Gate is banned ?

Here are some BAD registrar URLs that WHT did not ban:

http://www.nsi.com
http://www.netsol.com
http://www.networksolutions.com

Good luck with them - but at least WHT did not ban them.

OMG ALL 3 OF THOSE ARE THE WORST PLACE TO REGISTER!

Please noone go there! :D

As for SG getting banned.. I am sure they had to have done a few things wrong in the forums..
So o well life goes on.

E-mailed SG hopefully get a responce soon ... fingers crossed! I'll let you know how it goes!

Unfortunately, I have done a lot of domain registering through them. Yes, their support and customer service is HORRIBLE. I am sure you have dealt with the infamous "LARRY"

I have had a great experience with godaddy.com AWESOME service.

Regards
Allustrious

Can I ask why they are banned?

http://www.webhostingtalk.com/showthread.php?s=&threadid=59123

I don't understand, Star_gate the registrar was banned because their URL was the same as another member's?? What is that supposed to mean? Did they use 2 user names in other words? I am totally confused.

That is not what the announcement says. Putting it another way...

Registrar banned. Another member here at WHT has a similar domain name (different only in that the extension is not .com), and I wanted to make it clear that this other WHT member (Robert Prost aka ShareFile) was not banned.

Putting it another way... hypothetically, if another user with a URL of timechange.net came to the forum and spammed, your URL timechange.com might be affected.

oic

But what I am asking is why Star* the Registrar was banned in the first place

I don't like to coment on any specific issue, however I'll say that 99.9% of the censored URLs were censored due to the posting of the URL in places other than the 3 allowed places. Normally we ban first, however when there are too many posts to remove, a block is quicker and easier.

Originally posted by timechange
At the same time, 000domains which is renowed for their excellent customer service are near the bottom of the list. That can tell you something. ;)

http://www.sotd.info
000domains are near the bottom because they are not actively using thier own registry as yet. They are primarily a Tucows reseller so their totals are included in Tucows numbers.