I'm posting this here as a warning to anyone considering using them as a registar.
Short story: Even though they received my payment and there were no errors, they never renewed my domain. One month after filing a support ticket, there has been no apology, refund or anything, they are simply ignoring me.
In November 2003, one day before one of my domains was due to run out, I renewed it, paying by credit card. Everything worked fine and I received a confirmation email.
In February, I notice the whois records for the domain indicating that it appears to belong to someone else, registered through a different registrar since January. Meanwhile, it is still in my Registerfly panel, but every attempt to edit the settings produces an error that the domain can't be found.
On March 7, I open a support ticket. Three days pass without any reaction.
I try their online support chat. The operator is quite rude, says he can't help, promises to forward the issue to higher-level support and cuts me off.
On March 12, the support ticket status is "BEING_WORKED". I reopen it, asking for some kind of feedback. No reply.
On March 21, I re-open again and send email to registerfly, their parent company unifiednames as well as enom, the registrar they are reselling for.
At [email protected], a Tim Shor ("Manager 2nd Level Support Operations") replies saying he "esclated my issue", asking whether I had any errors signing up. After my negative reply, he mails back, the entire content of the email being:
I will have our developers check into, We will also verify if there were registry issues that day. This is very unusual the only time I have seen this occur turned out to be registry timeouts that gave false exit codes on commands
That was on March 22. Since then there has been no status change of the ticket, no reply, no further explanation, no apology, no refund, no reaction at all. They simply could care less about my domain and are happy to keep my money. I'm sure they'll be asking me to renew that domain come November...
By the way: enom didn't reply to either of two emails either. I guess it's not their problem, but I at least wanted to find out whether it was their fault or Registerfly's.
Does anyone have advice on what I should do now? I realize the domain appears to be permanently lost, but there must be a way to at least get my money back from that terrible company?
I'm also thinking I should file a complaint with the BBB, anything else I can do?
I have used them for a while with really no issues. It sounds like there is some type of technical issue with the renewal which means they are probaly waiting on enom. Either way try to write [email protected] and explain your issue and request you would like a refund.
Umm. They are definitely not waiting on anyone, my domain name has been registered by some company in Panama since January!
And [email protected] was one of the addresses I sent mail to on March 21, they didn't even bother to reply!
I didn't have any problems with them for over a year before that either. Obviously this was some technical glitch that most likely doesn't happen every day, but don't you agree that it's quite disturbing that those things DO happen there, and their support is basically non-existant if you need it?
The fact of being worked implies the issue is being investigated. Just from experience in dealing with their partner/registrar enom (they move at a glacial pace) getting information or help from them is slow. I can PM you with some contacts of senior people over there.
(with the exception of namecheap as I can see) I think resellers only nead to problems. It is not of any confort I know...
Try to complain to ICANN (I am told they only move -sometimes- against ICANN accredited registrars... not reseller...)
It is big time for some new rules in this business!
same thing happened to me
i bought a domain from their used marketplace for 500
what happend the guy who registered it first got it by mistake like it let him register someone elses domain..i dont know but he wasnt suppose to have it in his account..anyways i never did get my money back from them...i had to chargeback