I am attempting to transfer three domain names for a friend of the family (FOF) whose website I am building.
A couple of months ago FOF, I swear it is not one of those "my friend" things, received an email from registerfly.com stating that the domain names were going to expire. The link in the email did not work and when FOF attempted to logon to registerfly.com to renew the domains they were unable to logon. FOF attempted to logon periodically with similar results.
I suggested that since FOF was having this problem along with others in the past with registerfly.com that they transfer their domain names to godaddy.com which I have user for a couple of years with good support along the way. I have found that I was not able to login to the account on registerfly.com most of the time. Usually when I click on the LOGON link the page just reloads. I suspect that this explains why FOF could not logon.
When I attempted to transfer the domains I was informed that they were on hold. After inquiring with godaddy.com as to what this meant I was told that there were a couple of things that could be wrong. I checked the WHOIS database and the domain is still shown to be registered to FOF with an expiration date of 02/28/04. I then logged onto FOF's account on registerfly.com. None of the domains was listed in the account. I then attempted a "Live Text Chat" which was terminated by the support tech after I asked some pointed but non abusive or rude questions. Before the session was terminated I learned that the domains had indeed expired, that I had to pay $30 to transfer the domains away from registerfly.com, and that there is no phone number to contact registerfly.com.
Actions taken so far include the attempted "Live Text Chat" which lasted about 45 and got me answers to 3 questions and the opening of a Support Ticket from which I recieved an email asking for my account name and domains so that they can "check them." I find it strange that they did not have my account name when it was listed on the form that I used to submit the Ticket along with my email address which they used to contact me. In the Support Ticket I basically told them that I would give them until Thursday to release the domain names and supply me with the code to transfer the .org domain before I escalated my complaint to ICANN and InterNIC and all applicable agencies.
Why, if the domains expired, are they not listed as available on WHOIS as available? Is there any grace period after the expiration? With whom can I file a complaint regarding the lousy service provided by registerfly.com? I am guessing that I could go to ICANN and/or InterNIC. Are they governed by a state government entity? What other steps can I take?
If the domains are expired you cannot transfer them to any registrar. You need to first renew the name at the current registrar and transfer the name after that. This is pretty much standard stuff across all registrars not just registerfly.
If the name is beyond the registrars grace period(which seems to be the case here) and is placed into redemption you will need to either reclaim the name from redemption (150-200) or wait for the name to drop and register as a new name again.
This is not a registerfly issue but rather your friend failing to renew a name on time. You will either need to renew as I stated or wait for the name to drop
If the domains are in fact in redemption period your best bet is to try catch them when they drop through backordering services like Pool, snapnames, & namewinner. BTW, you probably don't want to here this but other than crappy customer service RF did nothing wrong. Lack of knowledge regarding domain business by FOF is the problem.
I fully understand that the FOF blew it big time. If it was me I would have hunted down their phone number right away as it is available online, at least the number for the parent company. I found it on ripoffreports.com where registerfly.com had no less than 9 complaints.
But not all of the blame can be laid at the feet of FOF. If the registrars website worked and FOF was able to logon to their account it would not have reached this point. I plan on calling FOF tonight and informing them that they have no choice but to pay $30 bucks. And suggest that next time they do some research before making a decision on what company to do business with.
I just get that icky feeling like when you deal with the IRS or SSA. You can argue as logically as you can for as long as you want but they know they have you over a barrel so in the end you have to do what they want.
I have over 1400 domains with RegisterFly and their site works well. I can login into my account and many of my associates who use the service can login as well. if you cannot login I would suspect a browser or security setting issue not their service.
Maybe you have better luck than both myself and FOF.
But I find it strange that I can logon one day and not the next from the same computer with the same internet connection through the same browser. In addition they just might the worst customer service I have ever had the displeasure of encountering.
Pcook911 - Worst cusomer service title is reserved for Xreg.
I appreciate you problem here, and yes - maybe because you had troubles logging in to renew your domain they should waive the $30. But I think this seems to be fairly normal. Customer support did talk to you live, you got a response from your ticket. You did recieve relevant information. Ok it was all a bit late, but it still happened.
I guess many of you have lower expectations in terms of customer service.
Thanks again for the help that was provided. And I will no longer respond to this thread.
I would disagree, many of us have very high standards with service. It could be your expectations are at a "paul bunyon" level for what you are dealing with. They responded to your issue and even requested more info. Instead of working with them you prefer to criticize. I would recommend you renew and transfer away to another registrar that meets your "high" levels
Here is a chat log to show how registerfly treat people:
Hello, Welcome to 24/7 Registerfly.com Customer Support Service. Please wait for a site operator to respond. Your call will be answered in the order that it was received.
All our operators are currently assisting others customers. Thanks for your patience. An operator will be with you shortly.
You are now chatting with 'FLYsupport'
FLYsupport: Welcome to Registerfly.com's chat service, there is a live person responding to your service inquiries. Please wait till we route you to the next available service person. Depending on the volume this can take several minutes.
FLYsupport: Hello, Welcome to Registerfly LIVE CHAT, This is Client Support Representative #25, How may I Help you?
capisco: You told me that i can transfer the money to my paypal
capisco: and if not the money will be transfered to my credit card
capisco: the guy in the support ticket refused both
capisco: now i want my money in my credit card
capisco: yes but they refused and said it's not ok with the TOS and the privacy
capisco: so now what can i do ?
capisco: I cant keep the money to register domains coz i have only 2 domains and it's not there time to renew at all
FLYsupport: Can you please give me the ticket number ?
capisco: ok 1 sec
FLYsupport: Please hold on till I check it
capisco: ok tyt
FLYsupport: You can not get the funds transferred to your Pay Pal or Credit Card
FLYsupport: As per our Terms and Services
capisco: you told me i can ?
capisco: so it's not my problem that you didnt read the TOS before telling me
FLYsupport: But last time you didn't explain this issue
FLYsupport: And that was my misunderstanding
capisco: i told u i want to transfer funds from my account to my paypal account u said it's ok
capisco: so if u misunderstood what's my problem then?
capisco: i wont leave 31$ till next year or something ?
capisco: 31$ here means alot
FLYsupport: But you didint explain the matter last time that what the refund you are asking for
capisco: even thuogh it's nothing in USA
capisco: i told you i have extra funds in my account
capisco: so i already explained it
capisco: This means i cant depend on LIVE SUPPORT
FLYsupport: But you didn't explain this last time so I requested you to generate a support ticket
capisco: and on REGISTER FLY TOO
FLYsupport: I told you that you will be replied by Payment Department
capisco: but you already told me it's ok to do so you didnt tell me it's not ok with the TOS
capisco: yes but you also told me if i cant i will be able to refund them to my credit card
capisco: can i know whose the General Manager
capisco: and also the number for the company ?
FLYsupport: Please listen to me
capisco: You have to listen to me you said if i couldnt i will be able to refund them to my Credit Card
capisco: now i lost the whole amount
FLYsupport: I just requested you to generate a support ticket because Live Support Does not handle Payment Related Issues
FLYsupport: You have done that and our payment department has replied you
FLYsupport: That is truth what they told you
capisco: you could have told me that you dont know
capisco: but simply you told me it's possible
capisco: it differs from not knowing than it's possible
FLYsupport: I am sorry but we can not refund those funds as per our TOS and Payment department ( You were replied in Ticket )
FLYsupport: Is there anything else I can help you with?
FLYsupport: You can use those funds to purchase other services
capisco: yea i want the Number
FLYsupport: I am Sorry, we currently do not offer any kind of phone support.
capisco: i dont want any other service
capisco: i want my $
capisco: i dont want support
FLYsupport: I am sorry it is not possible
capisco: i want the numberfor the general manager or the live support manager
Chat session has been closed by the site operator. Thank you for using RegisterFly.com live Chat and have a great day!