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  1. #1
    Join Date
    Mar 2006
    Posts
    84

    Enoms horrible support

    I cant belive how horrible enoms support has become.

    Weve had an open support ticket with them now for 3 business days, with no response at all.

    Weve also left 3 voicemails with their support desk, none of the calls returned.

    Also, what is the point in having a support phone number, if it tells you the wait quee in 45+ minutes, but transfers you to voicemail after 5 minutes. Clearly no one is getting answered.

    Where would you guys suggest we move on to as a domain reseller?

    I am sick of enoms poor response for stuff.

  2. #2
    Join Date
    Jan 2007
    Location
    osaka Japan
    Posts
    16
    When did you open your support ticket at enom?
    Mine is 30th Dec. and no response yet.

  3. #3
    Join Date
    Mar 2006
    Posts
    84
    Wow. My plan today is to look at other options.

  4. #4
    Join Date
    Jul 2006
    Location
    Lorem ipsum dolor sit ame
    Posts
    161
    according to this chart, you're not the only one, people are leaving enom
    http://www.webhosting.info/registrar...mains/ENOM.COM
    ■ Need an eNom retail/reseller account? PM me

  5. #5
    They are working to improve their support times.. they've recently hired a few additional support staff, but it does take some time to train them, etc...

    I have noticed an improvement in the last ticket I submitted yesterday -- response time was under 24 hours.
    Want to sell domain names? Sign up today for an eNom.com reseller account from a trusted eNom ETP provider.
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  6. #6
    eNom has one of the worst support service in the "big ones". But not only support, I`m waiting sales answers for 6 days!

    Many customer from BR are leaving and I think I`ll jump to another company too.
    Jorge
    Jorge [-at-] jorge.com.es
    (My english is poor, sorry!)

  7. #7

    I agree

    I agree. I was having delays on my domain transfer to them and each time I called support's long distance number it said the hold times were 16 and 24 minutes. After a couple of hours it dropped down to 14minutes so i decided to hold. Guess what?
    After 5 minutes it dumps you into a voicemail.

    I tried again and hold times went back up to 24 minutes. Didn't want to wait another 5 to only get dumped into voicemail again. Strange... if I'm paying for the long distance and decide to hold... why dump me into voicemail? You should offer to either hold OR goto voicemail.

    This is after I submitted a helpticket only to have it sit unanswered in the queue for 4 days... still unanswered as of today.

  8. #8
    Join Date
    Jun 2005
    Posts
    5,866
    Quote Originally Posted by liandra
    according to this chart, you're not the only one, people are leaving enom
    http://www.webhosting.info/registrar...mains/ENOM.COM
    That's probably all those BR customers jumping ship. Who can blame them. I don't think eNom handled the integration very gracefully or intelligently, imho.

    Quote Originally Posted by Ult
    I agree. I was having delays on my domain transfer to them and each time I called support's long distance number it said the hold times were 16 and 24 minutes. After a couple of hours it dropped down to 14minutes so i decided to hold. Guess what?
    After 5 minutes it dumps you into a voicemail.

    I tried again and hold times went back up to 24 minutes. Didn't want to wait another 5 to only get dumped into voicemail again. Strange... if I'm paying for the long distance and decide to hold... why dump me into voicemail? You should offer to either hold OR goto voicemail.

    This is after I submitted a helpticket only to have it sit unanswered in the queue for 4 days... still unanswered as of today.
    It might come to late for you to know that one of the promised improvements is 24/7 phone support. However, they haven't yet announced when that will come into effect.
    Signature Under Construction.

  9. #9
    Join Date
    Nov 2003
    Location
    Newport Beach, CA
    Posts
    2,920
    Looks to me like they had a spike and it's coming back down to normal. that chart certainly isn't bad. they end higher than they started in November.

    What do you guys mean by 'BR'?
    Show your reciprocal links on your website. eReferrer

  10. #10
    Join Date
    Jul 2002
    Location
    Connecticut, USA
    Posts
    550
    Quote Originally Posted by fastnoc
    What do you guys mean by 'BR'?
    BulkRegister.com

  11. #11
    Join Date
    Jun 2005
    Posts
    5,866
    BR means BulkRegister.com. eNom bought BR last year and in the process of integrating them into the eNom control panel appears to have annoyed a whole lot of ex-BR customers. Well, at least if you read the posts of disgruntled ex-BR customers here on WHT.
    Signature Under Construction.

  12. #12
    Join Date
    Jan 2007
    Location
    osaka Japan
    Posts
    16
    Quote Originally Posted by mrzippy
    I have noticed an improvement in the last ticket I submitted yesterday -- response time was under 24 hours.
    Mrzippy
    Did you get response within 24 hours after ticket submisshon at support center ? Is it manual response / I mean not automated one ?

    My ticket of 30th Dec 7:00am is still left untouched no response yet as of now.

  13. #13
    Join Date
    Nov 2003
    Location
    Newport Beach, CA
    Posts
    2,920
    Ahh, ok thanks. now I know what BR means. Keep seeing it and had no idea

    As for support, I haven't noticed much of a change myself. But in the last 4 years I've only asked them for support a couple times.

    Most recently I had to notify them about an IP change so i could use their API to register domains on my site. They responded later that day. wasn't over 24 hours but it was by no means immediate.

    I didn't have a problem though. support is so rare at a place like that I just didn't pay much attention
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  14. #14
    Join Date
    Jan 2007
    Location
    Brighton, UK
    Posts
    100

    if you have been...

    driving a boxer and suddenly one day you get in the car and found that someone had taken out the leather seat and changed the engine to a small size PLUS taken two wheels off, then you can understand the frustration.. as you are not going anywhere!

    For those of us that have over 500 domains to manage, it is a lot of hassle to get them transferred etc.. not to mention since the stopped the API, I have lost revenue from customers who would have buy names on impulse, now gone elsewhere.
    Managed VPS - JUSTrackz.com

  15. #15
    Join Date
    Jan 2007
    Location
    Brighton, UK
    Posts
    100

    they are not worth it

    I`m waiting sales answers for 6 days!
    support I might wait that long! not sales!! if they don't want your money, go elsewhere!
    Managed VPS - JUSTrackz.com

  16. #16
    We've had a lot of delays from enom as well, don't know what's wrong with their support nowadays
    Caro.Net: Support is everything
    Offering High Quality Dedicated Servers.

  17. #17
    Great, I just signed up there so I can sell domains through my whmap...

  18. #18
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,037
    I have to say enom support has become terrible.

    We used to get responses within just a few hours, and when we moved from a sub account to a direct ETP they were often helping us within minutes during the transition.

    However our last few tickets have taken days and days to get a response.

    Current ticket has been 3 days with no even an initial response, and its actually regarding a very important domain registration that their system failed to register but now thinks it has actually registered so I cant just submit again.

    Come on enom - sort it out.
    Matt Wallis
    United Communications Limited
    High Performance Shared & Reseller | Managed VPS Cloud | Managed Dedicated
    UK www.unitedhosting.co.uk | US www.unitedhosting.com | Since 1998.

  19. #19
    Join Date
    Mar 2003
    Location
    Kathmandu, Nepal
    Posts
    3,937
    matt - i would register it somewhere else if it is important.
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  20. #20
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,037
    Quote Originally Posted by kohashi
    matt - i would register it somewhere else if it is important.
    Yep I did try that but its showing as taken in other registrar's, but whois is broken for the domain so I cant check enom did register it for me.

    Just got to wait for them to respond.

    We're getting around 1 dodgy registration per week currently with enom where we need to open a ticket to get it correctly entered into our account and such.

    Their system seems to be falling over every now and then for us
    Matt Wallis
    United Communications Limited
    High Performance Shared & Reseller | Managed VPS Cloud | Managed Dedicated
    UK www.unitedhosting.co.uk | US www.unitedhosting.com | Since 1998.

  21. #21
    Join Date
    Nov 2003
    Location
    Newport Beach, CA
    Posts
    2,920
    I'm certainly not going to consider jumping ship on a whim. but this stuff concerns me greatly going forward. I've got well over 500 domains at eNom but I've never had trouble.

    THis is beginning to concern me now. there's enough people complaining that it's clearly a legit problem.

    ugh.
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  22. #22
    Join Date
    Nov 2003
    Location
    Newport Beach, CA
    Posts
    2,920
    Quote Originally Posted by UH-Matt
    Yep I did try that but its showing as taken in other registrar's, but whois is broken for the domain so I cant check enom did register it for me.
    http://www.dnsstuff.com/
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  23. #23
    Join Date
    Jan 2007
    Location
    Brighton, UK
    Posts
    100

    so that is best..

    THis is beginning to concern me now
    that we share knowledge and find the best way forward.. we all have our different needs but for some reason we all choose BR and find that after taken over, the service of Enom is a lot less than what we expected..

    there are 2 very strong name being sited: SRS+ and stargate as a good replacement for BR.. so lets keep the thread open and see when things are settle in a few months.. how many of us gone where...

    It is important that more people talk about the difficulties.. since BR is not playing ball even with HSP. HSP support both API and when BR API first broke, HSP got support calls in from us saying.. its not working, they gone to BR in early December.. and they not got an answer from them NOR was told that the API will not be fixed. I have just put in another ticket to let them know the case.. so may be we will have a few more people here soon.

    For those of us that uses HSP, we only have the choice of SRS+ since the API already exist in the system and StarGate is not.. so again, we are being pushed in 1 direction only.
    Last edited by thejustbiz; 01-06-2007 at 10:11 AM.
    Managed VPS - JUSTrackz.com

  24. #24
    Join Date
    Aug 2004
    Location
    Olmstedville, NY
    Posts
    439
    Quote Originally Posted by fastnoc

    Nice link, Thanks.
    The Best To You!
    Ireland - Networking the Irish / Celtic Community
    www.CapitalCeltic.com

  25. #25
    Join Date
    Aug 2004
    Location
    Olmstedville, NY
    Posts
    439
    Quote Originally Posted by thejustbiz
    ..For those of us that uses HSP, ...
    What is HSP? Do you have a link?

    I am not educated on this and would like to know..
    The Best To You!
    Ireland - Networking the Irish / Celtic Community
    www.CapitalCeltic.com

  26. #26
    Join Date
    Jan 2007
    Location
    Brighton, UK
    Posts
    100
    dnsstuff.com is a great resource.. especially in trying to find out why a site is not working when a customer called in if they did not buy the domain names from us.
    Managed VPS - JUSTrackz.com

  27. #27
    Join Date
    Jan 2007
    Location
    Brighton, UK
    Posts
    100

    sorry.. I did not explain here..

    What is HSP? Do you have a link?
    HSP is a billing platform from SW Soft that can control your datacenter for you including installing VPS, keeping track of customer billing and cut off supply if they do not pay on time etc. It is quite powerful especially in putting packages together and charge customers automatically if they overuse resources.

    It has got a lot of functions including preset payment gateway, lists of registrars, reseller functions and best of all upgrade of your VPS etc.

    The downside of the package:
    1. still too american based.. quite a few functions we need as legal requirement in UK are not in there.
    2. quite expensive to buy and also a long learning curve
    3. not flexible to change things if you done something wrong (i.e. you put in the wrong expiry date for a domain, you will have to ask support to do it for you or you have to remove the domain and start again.. )
    4. no easy API for front end below 3.3 (still using cgi api)
    5. cannot add your own API plugin from third party

    On a whole it has saved me a lot of time in the manual admin work as well as routine maintenance work.
    Managed VPS - JUSTrackz.com

  28. #28
    Join Date
    Jan 2007
    Location
    osaka Japan
    Posts
    16
    Well, today , I submitted another support request at the enom support center.
    and after submission I see this auto message.

    ---
    You should receive a response by email from our support department within the next business day.
    ---

    I am really sorry that this not true as long as my ticket is concerned.

    Does anyone have older ticket unanswered as mine ?
    submitted on 30th Dec. unanswered yet.

  29. #29
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,037
    dnsstuff doesnt help when the problem is at the registrar/registry.

    The domain is taken, but no information at all exists for it. Gotta wait on enom support unfortunately.
    Matt Wallis
    United Communications Limited
    High Performance Shared & Reseller | Managed VPS Cloud | Managed Dedicated
    UK www.unitedhosting.co.uk | US www.unitedhosting.com | Since 1998.

  30. #30
    Join Date
    Jul 2002
    Location
    Kuwait
    Posts
    10,573
    Quote Originally Posted by UH-Matt
    dnsstuff doesnt help when the problem is at the registrar/registry.

    The domain is taken, but no information at all exists for it. Gotta wait on enom support unfortunately.
    try `whois -h whois.enom.com example.com` from unix command prompt or `whois [email protected]` from linux one

    sometimes it shows the info

    or use their whois page at enom.com as it checks their internal DB
    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

  31. #31
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,037
    Hey Basher, you should know im not stupid

    The name is not available anymore but the whois gives an error, even from external whois servers which query enom and from within enom's whois itself.

    Im just hear to moan about their support rather than find a fix, because I know only enom can solve this one.
    Matt Wallis
    United Communications Limited
    High Performance Shared & Reseller | Managed VPS Cloud | Managed Dedicated
    UK www.unitedhosting.co.uk | US www.unitedhosting.com | Since 1998.

  32. #32
    Join Date
    Jul 2002
    Location
    Kuwait
    Posts
    10,573
    sorry didn't mean that i thought to mention a trick or two

    hopefully enom gonna reply soon, they might be still covering the weekend tickets or so
    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

  33. #33
    Join Date
    Apr 2003
    Posts
    303
    I came looking if anyone is really having issues with ENOM and here we are !!!!! They have'nt replied to my tickets from past 7 days & im really looking for my legal options for they have let me down badly because their system did'nt renew a domain of mine which has been automatically getting renewed for past N years this is crazy and something needs to be done about it !

  34. #34
    Join Date
    Jan 2003
    Location
    UK
    Posts
    131
    Quote Originally Posted by chatbox
    I came looking if anyone is really having issues with ENOM and here we are !!!!! They have'nt replied to my tickets from past 7 days & im really looking for my legal options for they have let me down badly because their system did'nt renew a domain of mine which has been automatically getting renewed for past N years this is crazy and something needs to be done about it !
    I also came here to ask if anyone else has been having problems with their support. The most frustrating thing with their slow support is that because we are a UK company we have lots of uk domains with eNom and to move the uk domains away we have to submit a support ticket each time for them to change the IPS tag and move it to another registrar.

    It is just embarassing trying to explain to our customers why it can take up to a week for a job which only takes 2 minutes to perform.

  35. #35
    Join Date
    Apr 2003
    Posts
    303
    Can we report this to Icann if needed ? Im going desperate now to get some help ! Delay from them is causing me money

  36. #36
    Join Date
    Jul 2002
    Location
    Kuwait
    Posts
    10,573
    Quote Originally Posted by chatbox
    Can we report this to Icann if needed ? Im going desperate now to get some help ! Delay from them is causing me money
    i doubt ICANN would get into such matters.

    maybe BBB, or a lawyer but not ICANN since its costing you money
    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

  37. #37
    Join Date
    Jan 2007
    Location
    Brighton, UK
    Posts
    100

    .co.uk names

    Quote Originally Posted by PipeTen
    we have lots of uk domains with eNom and to move the uk domains away
    If you are doing a lot of .co.uk, why not just become a tag holder at Nominet? you get a lot better service there.. and if you are really desparate, nominet can do a release service for 10+VAT..
    Managed VPS - JUSTrackz.com

  38. #38
    Join Date
    Aug 2002
    Location
    London, UK
    Posts
    9,037
    I agree, if you have a lot of UK names then become a nominet member.

    It costs a little bit per year but you get cost price so if your doing more than a hundred or so uk names its actually well worth while.

    Also transferring tags doesnt cost anything so it doesnt cost anything to migrate

  39. #39
    Join Date
    Jan 2003
    Location
    UK
    Posts
    131
    Quote Originally Posted by UH-Matt
    I agree, if you have a lot of UK names then become a nominet member.

    It costs a little bit per year but you get cost price so if your doing more than a hundred or so uk names its actually well worth while.

    Also transferring tags doesnt cost anything so it doesnt cost anything to migrate
    True, we are actually planning on doing that soon. I wonder how long it would take eNom to change the tags on our 600 uk domains over to our own tag though!

  40. #40
    Join Date
    Jan 2003
    Location
    UK
    Posts
    131
    We finally got an answer to one of our long standing support requests. It would seem they no longer send email confirmations to support requests or replies, you must log in to check whether they have replied.

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