Well I've always had nothing but good things to say about Namecheap however this latest mishap has forced me to vent my ire publicly.

Basically I run a free host and received an abuse complaint about 4 days ago asking for removal of a site. I did as they asked and replied back to the email saying that this had been taken care of.

Now, yesterday I notice my site being inaccessible and then I saw that the domain had been put under a block by Namecheap.

So I try opening a ticket and I get a reply that says that I failed to comply with their abuse complaint. To which I say that I did but I notice that the abuse ticket in their support desk was still unanswered - maybe they don't have piping enabled ?

Anyways, I updated that ticket stating that the site had already been removed a few days ago and asking them to reinstate my domain. A few hours pass by, and there's no update on the ticket. I update the priority to Critical and 3-4 hours later, still no reply.

Frustrated, I submit another Critical ticket, only for the rep to reply a few hours later saying that the domain is Unlocked. It seems he was confused between Unlocked (for transfers) and Unblocked. And I replied back stating the same. It's been another few hours and now more than 24 hours that my domain is still inaccessible.

I don't really know what to do because their techs dont seem equipped to deal with such issues, maybe if there was a way I could have this matter escalated or bring it to the attention of Richard things might get resolved quicker.

Anyhow, rant over.

I've moved all my domains over to Moniker in the past few years. I stopped reg'ing any names at namecheap. Moniker has tech support that you can actually talk to on the phone.

Is the site hosted at NameCheap or the domain just registered thru them?

Just the domain is registered through them.

Yes I've had similar problems with Namecheap in the past, i use Godaddy now.

The owner of NC is on this forum.. maybe you can try to PM him

Could you please PM me the ticket ID so I can investigate this? We take customer service extremely seriously and if we were at fault, we will take measures to make things right.

Matt

I've moved all my domains over to Moniker in the past few years. I stopped reg'ing any names at namecheap. Moniker has tech support that you can actually talk to on the phone.
Sorry to butt in, and this is completely OFF but: my experience has been otherwise. Moniker's support, especially for technical issues, has been extremely frustrating for me and is the reason why I'll be moving out my domains slowly within the next months.

My domain is still blocked as of this moment - this is becoming quite ridiculous.

Yes I've had similar problems with Namecheap in the past, i use Godaddy now.Namecheap has blocked your domains because of abuse? Can you elaborate?
GoDaddy has a reputation for being less tolerant than other registrars.

pixeldawn,

I looked into the issue and wanted to clarify a few things. I do appreciate you run a free host, however the original issue was very serious indeed and we never got a response from you acknowledging our notification.
Piping is working just fine and we are processing 1000s of tickets per day, so it is unlikely this is a problem on our end.

Because of the nature of the original issue, management authorization was needed to unblock your account.

It seems there was a misunderstanding when you were talking about unlocking and unblocking in the same ticket and assumed you meant the same thing. When you clarified what you meant, we identified a bug in our system that has been reported to our R&D team for resolution.

Hello,

This domain was blocked because of child pornography which we take very seriously. Obviously, that is not pixeldawn's fault but I hope everyone here understands why we had to take extreme measures in this case.

I will post more later after this issue is corrected. Pixeldawn, we will have your domain up shortly.

Sam21x, please post your similar experience to this. I'd love to hear it but I'm quite confident you won't.

I've moved all my domains over to Moniker in the past few years. I stopped reg'ing any names at namecheap. Moniker has tech support that you can actually talk to on the phone.

We provide real live support 24/7 via chat unlike the registrar you suggest.

I'd also advise you to do a google search towards their responsiveness to emails.

Pixeldawn,

I just wanted to let you know that the domain has been unlocked.

I also want to apologize for the inconvenience you experienced due to this. The tech that was handling the ticket misunderstood the original response and that is why it took so long to get this escalated.

I will make sure we do a better job for you in the future.

Mike & Richard,

Thanks for following up on the issue and making things right. I know child porn is a serious offence and I had the site terminated within minutes of getting your abuse complaint, however my reply never got added to your ticket. Maybe we can put the blame on Gmail if you insist piping is working fine.

Hopefully things will work out a lot better from now on.

Regards,
Amaresh

Pixeldawn,

I just wanted to let you know that the domain has been unlocked.

I also want to apologize for the inconvenience you experienced due to this. The tech that was handling the ticket misunderstood the original response and that is why it took so long to get this escalated.

I will make sure we do a better job for you in the future.

I am pretty sure you made a typo when saying "unlocked" but the issue was "unBlocking". Your support already failed on that and now even after solving the problem of unBlocking you still fail to call it the right name.

I think especially when domain names are your business you should not be that sloppy with typos! It is human to make errors, but the level of professionalism tends to keep the errors out.

Sorry to butt in, and this is completely OFF but: my experience has been otherwise. Moniker's support, especially for technical issues, has been extremely frustrating for me and is the reason why I'll be moving out my domains slowly within the next months.+1
I've used both and, over time, have migrated my domains to nameCheap.
I've found the knowledge, responsiveness & professionalism demonstrated by Mike & Richard on this forum to be unparalleled.

- Richard
oldWithoutMoney.com (http://oldwithoutmoney.com)