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  1. #1
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    Thumbs down ... and this is why you shouldn't use eNom.

    Hello,

    Thank you for contacting us for your account or domain assistance.

    As your account and domain pricing was setup through one of our resellers, you will need to contact them directly for assistance. If they are unable to answer your question, they will work with us to resolve the issue on your behalf. Or you might be able to find the answers to your questions by clicking on the ANSWERS tab, and searching for a few key words. This can provide you with the information you need right away, as we may have several articles written that cover these topics.

    Even though you may have worked with us in the past, their Reseller Agreement requires them to provide first line of support to their clients. They prefer to work directly with their clients to provide you with personalized service and improve their business relationships with you.

    We have provided their contact information below for your convenience:
    There are plenty of better domain registration providers out there that won't make you pay thousands of dollars up front and give you direct support.

    If you are considering using eNom for your new web hosting business, DON'T.

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  2. #2
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    Had a similar experience, and ended up using NE1 and had great service so far.

    Thanks for the tip.

  3. #3
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    I see nothing wrong with that. It's your 'provider's' duty to provide you with support, not 'their' provider's.

    If you agreed to a resell plan that included no direct support from the company itself, this is a typical reply.

  4. #4
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    Quote Originally Posted by Wintereise View Post
    I see nothing wrong with that. It's your 'provider's' duty to provide you with support, not 'their' provider's.

    If you agreed to a resell plan that included no direct support from the company itself, this is a typical reply.
    If I'm paying eNom directly, then they should support their customer base.

    They also did support until the past year, now they refuse.

    It's their decision to not do support for resellers, however since there's many other competitors out there that will, it's best to not go with them as their domain prices are not that great anymore anyways.
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  5. #5
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    Can I highly recommend resell.biz to you!

  6. #6
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    Quote Originally Posted by nerdie View Post
    If I'm paying eNom directly, then they should support their customer base.

    They also did support until the past year, now they refuse.

    It's their decision to not do support for resellers, however since there's many other competitors out there that will, it's best to not go with them as their domain prices are not that great anymore anyways.
    Well yeah, if they used to do it before, then this definitely is a failure. I was under the impression that they never did it.

  7. #7
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    Quote Originally Posted by nerdie View Post
    They also did support until the past year, now they refuse.
    I was going to mention that they used to support us when we used them, but now I see that's changed. That's very unfortunate.
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  8. #8
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    I've also know them to send out expiration warnings for domains registered with other registrars in the past. Several of my clients wound up unintentionally transferring their domains to eNom as a result, and it cost them almost double what they would have paid.

    All in all, I've never liked these guys.
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  9. #9
    Quote Originally Posted by nerdie View Post
    There are plenty of better domain registration providers out there that won't make you pay thousands of dollars up front and give you direct support.

    If you are considering using eNom for your new web hosting business, DON'T.

    This is one of the reasons why I did not go with Enom and instead I went with NetEarthOne.
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  10. #10
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    Looks like a combination of greediness+laziness. It's unfortunate but hopefully they lose some of their market share due to this decision.
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  11. #11
    Never dealt directly with eNom, used one of their competitors - but seems unfair that a paying customer shouldn't be allowed direct support when the original account holder will ask the same question and will have to relay it back.
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  12. #12
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    Quote Originally Posted by Pushkar P View Post
    Never dealt directly with eNom, used one of their competitors - but seems unfair that a paying customer shouldn't be allowed direct support when the original account holder will ask the same question and will have to relay it back.
    This is nothing new. They stopped supporting client's of their resellers over a year ago. I personally think it's better for it to be this way, as it forces the client to actually communicate with their provider. Would a hosting company want their customers bypassing them, and going directly to the datacentre for support? Absolutely not!
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  13. #13
    Quote Originally Posted by nerdie View Post
    There are plenty of better domain registration providers out there that won't make you pay thousands of dollars up front and give you direct support.

    If you are considering using eNom for your new web hosting business, DON'T.

    I think it'd be more appropriate to title your post "...and this is why you don't sign up for eNom through a reseller." Seems like you've just run into a drawback of signing up for a discounted deal offered by a reseller.
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  14. #14
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    Quote Originally Posted by AvailHosting-Jeff View Post
    I think it'd be more appropriate to title your post "...and this is why you don't sign up for eNom through a reseller."
    There's several other reasons why eNom sucks:

    - Their API has issues during peak hours, I can't count how many times we try to renew domains only to be refused because the API is too busy.

    - They won't give you refunds on domains.

    We have thousands of domains with eNom, we moved to OpenSRS and haven't looked back.

    - Amazing tech support.
    - Domain refunds
    - Cheaper
    - Free WHOIS privacy
    - A API that actually works
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  15. #15
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    OpenSRS seems to be rather expensive with .com domains costing $10.52. Resell.biz or netearthone?

  16. #16
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    OpenSRS's prices on their website are far from what they actually offer you. They give you steep discounts based on how many domains you sell.
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  17. #17
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    Curious, how mature is OpenSRS's reselling platform right now? Last year, I worked with them for a few weeks on some technical issues with their system/API. It was a tad frustrating because the rollout of the fix was delayed several times but it did get resolved eventually.

    And yes, they do offer significant volume discounts.

  18. #18
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    Quote Originally Posted by Orien View Post
    Curious, how mature is OpenSRS's reselling platform right now? Last year, I worked with them for a few weeks on some technical issues with their system/API. It was a tad frustrating because the rollout of the fix was delayed several times but it did get resolved eventually.

    And yes, they do offer significant volume discounts.
    Haven't had any issues since we switched a few months back.
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  19. #19
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    I was about to come in here and say that I hadn't had any issues with Enom lately and now this:

    "Our site is currently undergoing an unscheduled maintenance to upgrade our systems in order to better serve you."

  20. #20
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    Quote Originally Posted by chrisjara View Post
    I was about to come in here and say that I hadn't had any issues with Enom lately and now this:

    "Our site is currently undergoing an unscheduled maintenance to upgrade our systems in order to better serve you."
    I saw such notices a couple of times while we used Enom but it's been almost 3 years now since we left them.
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  21. #21
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    Quote Originally Posted by MikeDVB View Post
    I saw such notices a couple of times while we used Enom but it's been almost 3 years now since we left them.
    Who do you use now?

  22. #22
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    Quote Originally Posted by IntelHost View Post
    Who do you use now?
    DirectI. (10 characters)
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  23. #23
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    Quote Originally Posted by nerdie View Post
    If I'm paying eNom directly, then they should support their customer base.

    They also did support until the past year, now they refuse.

    It's their decision to not do support for resellers, however since there's many other competitors out there that will, it's best to not go with them as their domain prices are not that great anymore anyways.
    Appears you are paying enom "in-directly" ... you need to contact the reseller as it states, they gave you the contact info for the reseller. Nothing really new in the industry. The reseller will either bill you direct , like we do or eNom has the ability to setup billing for their resellers and they make a commission, the TOS states that the reseller will be the 1st line of support, the reseller can gain access to directly with eNom.

    We have been doing business as a partner with eNom as well as OpenSRS for the past 10 years.

    We also have an account with Name.com but sorry to hear about your frustration but nothing really new in the industry.

    Cheers,

    Dave
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  24. #24
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    This is the least of the reasons not to use enom. They don't support resellers, plain and simple. Hell, neither does cPanel, officially -- if you get your licenses from another entity, they're supposed to support you -- which is why they get discounted licenses in the first place. This is fair. (No different than you selling 'reseller' packages would not want to support your reseller's clients. Or your reseller's client's clients -- you have no relationship with either, and supporting them could be very insecure.

    Enom has a lot of other issues why one shouldn't use them, including:

    1. Inability to create sub-access accounts for security reasons. It's all, or nothing. No ability to limit API access either beyond 'per ip', once an IP has access allocated they can run any commands.

    Security is second in importance to sales. This will end in pain.

    2. In preparation for their IPO they defaulted all registrations / renewals / SSL (via their site) to 2 years by default to generate additional revenue to look better on paper. Slime.

    3. Their support, or lack thereof.
    David
    Web hosting by Fused For businesses with more important things to do than worry about their hosting.

  25. #25
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    Jan 2005
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    I can't say that I like Enom either. Charging you a 'convenience' fee when recharging your account by Credit Card is lame.

    But I haven't had a problem dealing with Enom support directly, despite getting our Enom account from a 'reseller' (Clientexec) I actually called Enom a couple times the other day for support. Odd.
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  26. #26
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    Quote Originally Posted by citywidehost View Post
    I can't say that I like Enom either. Charging you a 'convenience' fee when recharging your account by Credit Card is lame.

    But I haven't had a problem dealing with Enom support directly, despite getting our Enom account from a 'reseller' (Clientexec) I actually called Enom a couple times the other day for support. Odd.
    It's a hit and miss, sometimes they support you, sometimes they don't.. I guess it depends if the tech wants to be a dick or not.

    My support question was why their API wasn't working, something my "reseller" isn't going to be able to answer, but they wouldn't answer anyways.
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  27. #27
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    I am surprised at all the issues mentioned here. I have used them for over 6 years or so as a reseller and I have yet to have a single issue. Support has always been more than helpful and not a single complaint with their system.
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  28. #28
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    Quote Originally Posted by nerdie View Post
    There's several other reasons why eNom sucks:

    - Their API has issues during peak hours, I can't count how many times we try to renew domains only to be refused because the API is too busy.

    - They won't give you refunds on domains.

    We have thousands of domains with eNom, we moved to OpenSRS and haven't looked back.

    - Amazing tech support.
    - Domain refunds
    - Cheaper
    - Free WHOIS privacy
    - A API that actually works
    Weird. We've never had issues accessing the API at all. OpenSRS and Tucows on the other hand, are a complete PITA to deal with.
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  29. #29
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    Quote Originally Posted by larwilliams View Post
    Weird. We've never had issues accessing the API at all. OpenSRS and Tucows on the other hand, are a complete PITA to deal with.
    What issues are you having with the OpenSRS API? Aside from it being slightly obnoxious to work with, are you having issues connecting?
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  30. #30
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    Quote Originally Posted by Jay H View Post
    What issues are you having with the OpenSRS API? Aside from it being slightly obnoxious to work with, are you having issues connecting?
    I never said anything about API issues. I said OpenSRS/Tucows themselves are a pain to work with. We've had clients transferring in who had domains with OpenSRS resellers, and OpenSRS refused to work with them despite being contacted by the person on the Admin details (same e-mail and everything).

    One domain transfer took 2 weeks to initiate, and was only resolved because the reseller got tired of hearing from the client.

    EDIT: by "refused", I should say "outright ignored". They are much like Yahoo, who may or may not reply if you contact them.
    Last edited by larwilliams; 02-16-2011 at 04:07 AM. Reason: added more detail
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  31. #31
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    Quote Originally Posted by larwilliams View Post
    I never said anything about API issues. I said OpenSRS/Tucows themselves are a pain to work with. We've had clients transferring in who had domains with OpenSRS resellers, and OpenSRS refused to work with them despite being contacted by the person on the Admin details (same e-mail and everything).

    One domain transfer took 2 weeks to initiate, and was only resolved because the reseller got tired of hearing from the client.

    EDIT: by "refused", I should say "outright ignored". They are much like Yahoo, who may or may not reply if you contact them.
    Ok, I misinterpreted the context of your reply.
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  32. #32
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    I like resell.biz the best for the service and pricing.

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