I have backordered a domain at dotregistrar.com (which was originally registered at their company before the
expiration). Backordering costs 1 DRY (DRY is their unit of purchase) according to their terms, and if the domain is acquired
by them and if I am the first one in the queue, I will be charged another 4 DRYs and will be given the domain.
I asked them very clearly on multiple occasions what would happen in the case I don't have 4 DRYs in my account when (and if)
they manage to register the domain for me. And, for all the inquiries I sent (to make sure that this is the case), I was told
by various representatives of dotregistrar that I would be contacted and given 24 hours if I don't have 4DRYs before they
give it to the next person in line. I have proof (e-mails are below) for these inquiries. Furthermore, as far as I can
remember, I contacted them one time by phone to confirm this and got the same answer!
However, when the domain expired, ALTHOUGH I WAS THE FIRST PERSON IN LINE AND WAS PROMISED THAT I WOULD BE CONTACTED (below is the proof), I was not contacted and was told that it was given to someone else simply because there was not 4 DRYs in my account.
Below is the long explanation of this matter, but can you guys please provide suggestions/assistance as to what can be done at this point other than complaining to ICANN (which is something I already did)?
Thanks a lot!
PS: I have modified domains/e-mails below for providing privacy on both sides!
FIRST E-MAIL THREAD:
Yes, you can purchase the 4 drys when the DomWish registers the domain.
You have only 24 hours to do this since the domain is registered,
If the service does not register the domain name then you can ask for a
reund on your drys,
SECOND E-MAIL THREAD:
MY QUESTION (via support ticket):
I have back ordered a domain with Domwish, and have a quick question
for which I have confusing information:
What happens if DomWish manages to acquire the domain for me, but I
don't have enough DRYs available? I was told that I will be warned
about this and will be given 24 hours to put 4DRYs in my account.
But looking at the FAQ for DOMWish, it ways:
Q- What happens if I do not have 4 DRYs available?
A- The domain will be assigned to the next applicant who has at least
Can you please clarify this and tell me which one is correct?
Even though you were the first customer on the list, you had purchased
just 1 DRY instead of the amount required for the DomWish service to get
the domain name for you. I'm afraid this was the reason why Unasi, Inc
got the name instead of you.
I believe this addresses your request. Should you need any further
assistance, do not hesitate to let me know.
FORTH E-MAIL THREAD:
MY QUESTION (via e-mail):
You would have been contacted and given 24 hours if you had been the
only customer using this service. I'm afraid you weren't, and this is
the reason why the domain was assigned to another customer using the
I'm sorry, but you will have to wait until the domain becomes available
for registration again to be able to gain control over it.
I did not put the money, because I would have to put around $50, and if they could not get the domain, the money would be wasted since I do not want to and don't use dotregistrar for anything else, and although amount does not seem much, it is still waste of money...
But, that is not the point I am trying to make. If I was told from the beginning that this would be the case, that I would have to take this risk, I would have put it. The problem I am trying to bring here is the fact that I was promised for something by a company by two of their representatives, and they did not keep up their promise, and now they are giving me all kind of BS and excuses for not doing what they told they would do.
I find this unethical and unacceptable. Hence, the question I am asking here is, can a company do this? Just promise something on e-mail, then not comply with it...Can they go away with it, or is there anything I can do about it?
"taking the time to understand how exactly a company works or what makes it tick."
Don't you think sending two e-mails at 2 different times, calling them and asking them is not taking time to understand how they work? What else could I have done other than what I did?
Does this mean any company representative can tell you anything without any liability to get your money? Especially an ICANN accredited company and it's representatives are not liable to anyone in anyway? Isn't this fraud?
Once again, I appreciate your taking time to help.
I think the only thing Dotregistrar are guilty of here is carelessness in dealing with your enquiries.
Their rules are clearly explained on their web site where they say:
Q- What happens if I do not have 4 DRYs available?
A- The domain will be assigned to the next applicant who has at least
In their replies to your enquiry they talk about you "winning" the domain. It seems to me that their definition of "winning" is that you are either the only applicant or that you are the first person who has at least 4 DRYs. I don't think there is any doubt about this from what is published on their web site - and ultimately it's what's published on their web site that counts.
Seeing their web site makes it so totally clear that the domain will go to the next applicant if you don't have four DRYs in your account... why did you even query this? Surely if the domain meant that much to you then it should have been worth giving them an interest-free loan of 50 dollars to help secure it?
I'm sorry to have to say this, but it seems that they played by their own published rules and I'm afraid you'll just have to accept that you lost the domain. Do, by all means, complain about the careless way in which your enquiries were handled... but I'm afraid that while they may well pay you some compendsation it won't get you your domain.
Actually, my original post was already too long, hence I did not want to include the whole thing. But, in summary I first asked them what will happen to these 4 DRYs if I buy it and they fail to register it for me, and it spawned from there: They said I can do gradual puchasing and I asked does not conflict with what they say on the web page, and so on.
The sad part is, I sent them the exact quate you included in your message (the section from the FAQ) as I posted in one of my e-mails and asked specifically what they are saying is conflicting with their website, and was assured that they will give me a chance to buy the DRYs. I even asked specifically what will happen if there is another one in the line, and again was assured that I would be contacted. As you know, some companies don't update their websites frequently and some of the policies on the website might have been outdated, and I thought what 2 of their representatives said reflects the current policy (STUPID OF ME, EH!). And, if I was not assured with this much certainty, believe me I would have bought those 4 DRYs.
Unfortunately, I think you are right, looks like I will have to accept the outcome. But, by posting this message here:
1. I wanted others to see how reliable their customer support is... Or what customers' chances are when they are promised something on recard and still not given that! And, sadly enough, it looks like as customers we do not have much in our hands...
2. Whether I stand any chance to do anything about this situation, which was clearly caused by their mistakes...
Back-ordering is a private transaction between two parties. It would be like me or Fred next door promising to sell you a domain. It is an add-on service provided by the Registrar and is not under ICANN's jurisdiction.
Unfortunately, you don't have a chance of getting the domain back. They cannot take it back from the new owner.
i had the same situation happened with me once at snapnames.com because they emailed me for payment via CC and haven't enough credit during weekend and POOf the domain went to the second highest bidder below me
i did not complain because my CC declined back then
Bashar Al-Abdulhadi - KuwaitNET Internet Services Serving customers since 1997
Kuwait's First Webhosting and Domain Registration provider - an ICANN Accredited Registrar
The problem is that we are dealing with customer service representatives. And customer service representatives are the same regardless of whether they are working for domain name companies or airlines or electricity companies. They are given some very basic training and are then let loose. And because they know so little but are afraid to admit it they will make things up as they go along. Which is why, when dealing with customer service representatives, you often find that you never get the same answer twice.
It's not the fault of any one company or any one customer service representative. It's just the way of the world. Which is why it's best never to rely on anything that you get told by a customer service representative but to always pick the safest option. The safest option, in your case, would have been to fork out the extra 50 dollars.
Bashar, do not get me wrong, but I am trying to set the record straight here:
Your situation was completely different... If that was the case, I would not complain either...
But in my case, I DID NOT EVEN GET ANY E-MAIL (which was admitted by them, as depicted in the e-mails above), although I was told that I would get an e-mail, and this is not hearsay, instead it was told on record (again, it is depicted in the e-mails above).
In your case, you failed to respond to your window of opportunity... In my case, ALTHOUGH I WAS TOLD THAT I WOULD HAVE THAT OPPORTUNITY, which is the case with almost all backordering companies, I was not given that... Both your case, and my case can be proven with mailids, etc.
In any case, as Techno and Lubeca mentioned above, it is very likely that I don't have a chance to get this domain, but once again, it is pretty obvious to me that, it is a problem with the way dotregistrar does business...
Back-ordering is a private transaction between two parties.
I wonder though what we should believe while we are dealing with companies and who sets the rule of these transactions, or are there any rules in these transactions, or do we have any rights at all? They have something on their website, and when they fail to fulfill that, they say: hey we forgot to update that part of the website, it is changed or they say "you misunderstood it" and start playing with words! When you try to clarify that and/or listen to their reps say something that they fail to fullfill, then they say: hey, our web site tells you that it is not so, our rep made a mistake... Once again, do we have any rights against these companies? It seems to me that, domain registration took a completely weird turn, and we, mortal people, have no rights over companies like these as customers...
Thanks for the sympathy, and I kind of agree with you. Don't you think though the weird part was that for the first time, I got the same answer 3 times, which turned out to be wrong at the end
I have/had no problem paying the $50, I paid way more than that for domains that are less important for me. But, the problem as you mentioned is to figure out what the safest option is and what the rules of transactions are... For the reason I mentioned above (that they sometimes fail to update their pages according to their policy changes), I relied on reps, but it turned out to be the reflection of my stupidity, although I still think that it is a misconduct on their side...
Once again, thanks a lot! I appreciate the support, especially when I am soooo pissed off...
At some point, DotRegistrar rep. told to me that the only way I can acquire the domain is by contacting the new owner of this domain to purchase it from him and provided me an e-mail address (from the whois info)!!! I did not contact that person. And, after 1-2 weeks, this domain is now in REDEMPTIONPERIOD period?
If this domain was acquired by another person, as DotRegistrar claimed, could it get into this REDEMPTIONPERIOD? Is this possible?
I really think they wanted to make more money out of it, and when they saw they could not, they simply dropped the domain? Does this seem reasonable to you?