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  1. #1

    namecheap support, your opinions.

    I remember moving all my domains to namecheap about a year ago mainly because of their excellent interface but also because support emails were answered within a few hours and never longer than 24hrs.

    Now it seems to be getting longer and longer, I`ve had an unresolved issue going on for nearly 5 days now (sending a support email everday) and only got one email back saying it had been fixed and it hasn`t. If the support problem I have was related to an up and running website (luckily its not) it would be a real problem.

    I`m wondering if I should be looking for another domain name service to move to.

    Before I do is anyone else noticing a drop in support response at namecheap or is it just me.

  2. #2
    Join Date
    Jan 2002
    Location
    Toronto, Canada
    Posts
    11,052
    I haven't noticed any change. I too have all my domains at namecheap, and support has always been good for me. In the last month, I submitted 2 queries, and both times they took care of it within hours.

    Vito
    DemoDemo.com - Flash tutorials since 2002
    DemoWolf.com - 5,300+ Flash tutorials for hosting companies, incl. Voice tutorials

  3. #3
    Join Date
    Jul 2002
    Location
    Kuwait
    Posts
    10,620
    never used namecheap so i can't comment, but some users said the same that support tickets taking more than usual these days.

    more customers with same support staff ?
    Bashar Al-Abdulhadi - KuwaitNET Internet Services Serving customers since 1997
    Kuwait's First Webhosting and Domain Registration provider - an ICANN Accredited Registrar

    Twitter: Bashar Al-Abdulhadi

  4. #4
    Join Date
    Dec 2002
    Location
    Barbary Coast, Ca.
    Posts
    632
    I wouldn't change registrars just yet. You may go from bad to worst.

    Maybe if non service became a rule, maybe you can try someone else. But everyone has problems.

    You can't expect a 100% with anyone.

    fewcoin

  5. #5
    Join Date
    Mar 2004
    Location
    Indonesia
    Posts
    201
    I also had 3 times sending the same email last mont and never got the reply yet untill now.

    I wonder what Rick (enetwork) read and say about this.
    Or maybe he was too busy developing the reseller option...

  6. #6
    Join Date
    Jul 2002
    Posts
    956
    Hello,

    Could you please send me your problem to Rick@NameCheap.com and I will check out what the problem might be. I know we go through ALL support emails every day and most should be answered within one or two hours unless they need to be escalated to our developers but even then it should never take longer than the same day. We've had a few complaints of some emails going unanswered and we are trying to locate where the breakdown happened. We had someone send us over 100,000 emails in a span of about 1 hour not too long ago and that may have affected some email getting to us and it's possible this may have affected you.


    I'll be standing by for your email.
    Richard Kirkendall
    NameCheap.com

  7. #7
    Join Date
    Jan 2002
    Location
    Toronto, Canada
    Posts
    11,052
    That is indeed true. A few weeks back, while working on a project with Richard, I had some difficulties send him email. They were getting mail bombed, and I couldn't get through with mine. Didn't last long, though. Might explain some legit emails getting lost.

    Vito
    DemoDemo.com - Flash tutorials since 2002
    DemoWolf.com - 5,300+ Flash tutorials for hosting companies, incl. Voice tutorials

  8. #8
    Join Date
    Sep 2003
    Location
    SoCal
    Posts
    71
    I am a fairly new namecheap customer and recently registered 30+ names with them.

    I have emailed support several times and in every case got great and fast answers. I am impressed with their service!
    Linda Buquet :: Google Places Optimization Specialist
    Google Places Optimization

  9. #9
    Thanks for replying all.

    My problem has now been dealt with by namecheap, I understand that everybody has hiccups in service provided to individuals and I hope this was just that.

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