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Thread: Enoms horrible support
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01-03-2007, 10:59 PM #1Junior Guru Wannabe
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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.
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01-03-2007, 11:34 PM #2Newbie
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When did you open your support ticket at enom?
Mine is 30th Dec. and no response yet.
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01-04-2007, 02:27 PM #3Junior Guru Wannabe
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Wow. My plan today is to look at other options.
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01-04-2007, 03:59 PM #4WHT Addict
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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
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01-04-2007, 05:16 PM #5Mr. Awesome
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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.We are eNom PLATINUM PLUS resellers!
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01-04-2007, 05:39 PM #6Newbie
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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!)
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01-04-2007, 08:30 PM #7Newbie
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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.
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01-04-2007, 09:16 PM #8Web Hosting Master
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Originally Posted by liandra
Originally Posted by UltSignature Under Construction.
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01-04-2007, 09:22 PM #9Web Hosting Master
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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
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01-04-2007, 09:36 PM #10Web Hosting Master
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Originally Posted by fastnoc
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01-04-2007, 09:56 PM #11Web Hosting Master
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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.
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01-04-2007, 10:00 PM #12Newbie
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Originally Posted by 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.
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01-05-2007, 04:37 PM #13Web Hosting Master
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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 attentionShow your reciprocal links on your website. eReferrer
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01-05-2007, 05:43 PM #14WHT Addict
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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
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01-05-2007, 05:46 PM #15WHT Addict
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they are not worth it
I`m waiting sales answers for 6 days!Managed VPS - JUSTrackz.com
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01-05-2007, 08:14 PM #16Web Hosting Master
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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
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01-05-2007, 08:55 PM #17Newbie
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Great, I just signed up there so I can sell domains through my whmap...
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01-06-2007, 02:35 AM #18Web Hosting Master
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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.
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01-06-2007, 04:27 AM #19Retired Moderator
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matt - i would register it somewhere else if it is important.
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01-06-2007, 06:16 AM #20Web Hosting Master
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Originally Posted by kohashi
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 usMatt Wallis
United Communications Limited
High Performance Shared & Reseller | Managed VPS Cloud | Managed Dedicated
UK www.unitedhosting.co.uk | US www.unitedhosting.com | Since 1998.
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01-06-2007, 09:51 AM #21Web Hosting Master
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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.Show your reciprocal links on your website. eReferrer
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01-06-2007, 09:53 AM #22Web Hosting Master
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Originally Posted by UH-MattShow your reciprocal links on your website. eReferrer
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01-06-2007, 10:04 AM #23WHT Addict
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so that is best..
THis is beginning to concern me now
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.
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01-06-2007, 10:21 AM #24Aspiring Evangelist
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Originally Posted by fastnoc
Nice link, Thanks.
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01-06-2007, 10:24 AM #25Aspiring Evangelist
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Originally Posted by thejustbiz
I am not educated on this and would like to know..