EPP code

I agree fraud is a very strong word and should be used with care.
I will post the facts and you decide.
I am seeking a Registry Authorization Code to transfer my domain to another host.
I called the phone number for Cirtex, 888 424-7839. All menu options eventually result in you being told to send an email to Cirtex. This may be due to the offices being closed but, at the moment, the only phone number I can find for them is of no use.
I submitted a ticket, got an email asking for my domain name (thought that was included in the ticket) but I responded with the information. I've received no more contact from Cirtex.
I tried live help, the agent said hello, how are you and I replied with my request. He never again responded for 30 minutes. I reloaded the live request window and no one ever came on in one hour. Obviously, Live Help is neither live nor helpful.
I'll keep hoping someone responds to my ticket with something other than a question.
If nothing else, I'll let the domain lapse and renew it with the host of my choice. So a couple of sites are down for a couple days. No big. I don't see what Cirtex is gaining by refusing customer service.

Here are some more contacts for Cirtex. No idea if they will work for you.
Phone: +1.2127361099
Fax: +1.2127361099
Email: postmaster@cirtexhosting.com
Also, all the customer service people are named "Paul" or I just keep getting people named "Paul" or "Paul" is the only person on duty today. In any case a "Paul" ignored me in Live Chat and a "Paul" responded to my ticket asking for my domain name.





Last edited by ifsca : 10-20-2008 at 08:25 PM.

Hi Ifsca,
Please note that our phone support is available for the sales department only at the moment. We have your ticket in our helpdesk pending and will provide the authorization code asap as we have a separate department for that. Very sorry for the delay but please know we've been in business since 2003 and we would never hold our customers' domain hostage if they wish to transfer it away.
I will make sure our phone # contact info is updated in the WHOIS.
Cheers!





__________________█• CirtexHosting • Providing Affordable and Quality Web Hosting

Just the facts, maam

I'll continue to just report the facts without making any accusations.
In addition to the above, I received the following email.
"Hello,
Please note that you are free to leave your domain with the registrar it currently is at now. You can manage it through our billing system to update the dns or contact info to any location you please, no restrictions. Otherwise if you wish to transfer it to a new registrar and pay their fee, do let us know and we'll get it sorted out so the domain is under your management and account in enom.
--------------------------------------------------------
Regards,
CirtexHosting - Andrew
Customer Service
------------------------------------"
I guess I was less than clear when making my request. It seems they need me to contact them again to "let us know and we'll get it sorted out".
I sent a reply email that YES, I WANT TO MOVE MY DOMAIN AND PLEASE SEND ME THE REGISTRY AUTHORIZATION CODE.
I do hope I was clear this time. You'll note that they made no mention of why I was ignored on Live Help for an hour and a half.
Oh, and uh, I sure wouldn't want it publicly known that my business will only speak to you on the phone when you're buying something. That REALLY doesn't look good, guys.





Last edited by ifsca : 10-21-2008 at 12:15 AM.

Cirtex delivered EPP

Yes Cirtex, you did deliver the EPP and I thank you.
I'll make one last attempt to get through to you and then I'm gone forever. You just don't seem to have a clue. Maybe you're just intentionally ignoring the real point. Maybe it's a language thing. Maybe a cultural thing. I don't know and after this post, I don't care.
I posted on this thread even though it was a year old because, in addition to his problem with ClipShare, his real issue was customer service, or rather the lack of it.
I also was pointing out that:
* the lack of a phone contact for support
* being ignored on Live Help for 1.5 hours
* asking if I really want you to do what I asked you to do
are all very bad customer service. REALLY BAD
REALLY REALLY REALLY BAD
If you want to explain to people why I'm confused or why the guy who started this thread is confused, be my guest. But you'll be missing the point. And people who read this thread will know you're missing the point.
I've got what I need. I no longer have any connection to Cirtex and am gone, gone, gone.

Quote:



Originally Posted by Cirtex


Hi Ifsca,
...please know we've been in business since 2003 and we would never hold our customers' domain hostage...


This is irrelevant for customer which need to come here and struggle to get control over own domain...
Is it that hard to politely reply on ticket atlest with short explanation that it's processed and it will be solved as soon as possible?

If you're completely confused, please see the thread where my comments were originally posted.http://www.webhostingtalk.com/showthread.php?t=659904
It appears the moderator of this board also doesn't get it and decided my posts needed to be in a separate thread. This thread and the other thread are both about customer service. The underlying issues were different but both of us could have been handled much better and probably retained as Cirtex customers. Both of us are now gone forever. If Cirtex doesn't think that matters, then more power to 'em.
CUSTOMER SERVICE IS EVERYTHING.
YOU MAY BE GREAT. YOU MAY BE HORRIBLE.
IF YOU HAVE GREAT CUSTOMER SERVICE YOU WILL PROBABLY SURVIVE.
IF YOU HAVE HORRIBLE CUSTOMER SERVICE YOU WILL PROBABLY FAIL.
A missing post that may have prompted the moderator to move my posts:
Quote:


Cirtex Cirtex is online now
View Beta Profile
WebHostingTalk Lover
Guys...this thread is 1 year old and was bumped for an issue with DOMAIN EPP Code ticket pending.
The customer's ticket has been responded to with the DOMAIN Login information and he has been provided with full ownership of Domain now.
Again sorry for the inconvenience caused ifsca but we're here to make sure our customers are satisfied and sorry for the delay in getting you your authorization code for the domain.
Cheers









Last edited by ifsca : 10-21-2008 at 03:29 AM.

Hi Ifsca,
Thank you for updating the thread and I'm glad you have received the domain and epp code. Again sorry for the delay in your ticket response for getting the epp code and we'll definitely take your feedback and continue to improve upon our services. Do note we do plan on implementing 24/7 phone support in the near future but at the moment we only offer sales support.
Anyhow best of luck in the future and don't hesitate to contact me personally here on WHT via private message as well.
Take care





__________________█• CirtexHosting • Providing Affordable and Quality Web Hosting