Web Hosting Talk : Web Hosting Main Forums : Domain Names : Problems with Namecheap support

It stinks that it has to come to this, but I need to throw this out to the public since I've had such a poor effort from Namecheap support.
I opened a ticket on December 4 stating that I received an error message when attempting to update the nameservers on my domain. I received a variety of answers, none of which solved the problem, and to this day I am still stuck with the wrong nameservers. In fairness they did (about 3 weeks after opening the ticket) offer to manually change them, but I went with Namecheap for their automated tools, not some 20th century manual management. To this day (approximately 1 month later) the ticket stands open and has not been replied to in six days. I posted a slightly exasperated plea in their forum only to have it deleted with no contact. Luckily this nameserver change didn't have a hard deadline, or I'd be screwed.
What does this community think? It seems there are reps from Namecheap regularly trolling here. I'd like to hear their response.

I am not at all impressed with namecheap's support.
My email has been down for three days. I opened a ticket yesterday, after redoing all my DNS records and trying to resolve myself. I received a response this morning saying they had manually fixed it and if I was still having a problem to contact them.
Well, I have updated my ticket three times today, contacted live support and still NO one has even looked at my ticket. I finally opened another ticket and posted on their forum. I am not really sure how you are supposed to get support there.
I guess not having email is not a priority for them. I currently have 23 domains with them. After suffering through their DNS problems in October, with my ecommerce site being down for days, I hung in there and believed their CEO when he said that their issues were all resolved. Now I am seriously considering transferring all my domains.

[Jacob Wall]

Does NameCheap have a phone number you can call? I've never seen a registar not have a phone number.
Regards,

If they have a phone number it is well hidden. It is not on their "contact us" page. Their "live support" is not very useful. Whenever I use it the tech support person can't help me and asks me to open a ticket.
Someone finally acknowledged my new ticket. Let's see what happens.

I too am not impressed with namecheap. My SSL certificate was stuck with them for almost 3-4 days.
But they do have the cheapest SSL certificate available

[rony]

They are not the small company they were once, with a big number of support tickets it can happen that there is a problem from time to time.
I too am not impressed with namecheap. My SSL certificate was stuck with them for almost 3-4 days.
You can have that with any SSL provider, it's rarely a problem of the company you buy from than from the company which provides the certificate.
But they do have the cheapest SSL certificate available
Never forget, you get what you pay for...

[mdrussell]

Please let me know ticket IDs related to these problems and I'll investigate.
As we clearly state before you are connected to a live support operator, it is for more basic issues only. You are not connected with a system administrator so sometimes a ticket has to be raised for a more complex issue.

[enetwork]

It stinks that it has to come to this, but I need to throw this out to the public since I've had such a poor effort from Namecheap support.
I opened a ticket on December 4 stating that I received an error message when attempting to update the nameservers on my domain. I received a variety of answers, none of which solved the problem, and to this day I am still stuck with the wrong nameservers. In fairness they did (about 3 weeks after opening the ticket) offer to manually change them, but I went with Namecheap for their automated tools, not some 20th century manual management. To this day (approximately 1 month later) the ticket stands open and has not been replied to in six days. I posted a slightly exasperated plea in their forum only to have it deleted with no contact. Luckily this nameserver change didn't have a hard deadline, or I'd be screwed.
What does this community think? It seems there are reps from Namecheap regularly trolling here. I'd like to hear their response.
Khopesh,
I saw your issue last night before you had posted here and instructed someone to handle it. I just spoke to them and they said they had replied to you and you replied back. Our support techs were in regular contact with you up until dec 29th. They responded to you many times before that and advised you that the issue was a registry issue and they were waiting to hear back from afilias, the registry for .us domains and therefore offered to manually update your domain in the meantime.
Where the delay from the 29th to yesterday came from was because this issue was not a normal one so your ticket had to be assigned to one of our developers and not our regular support team. That being said, the developer handling your ticket was off for the holidays for a few days. This was a very special case and not something that normally happens with our support.
Either way, we do apologize for the delay and the inconvenience this caused you.
Kayla, if you can PM me the details of your issue, we will look into it and see what the hold up is.

[enetwork]

They are not the small company they were once, with a big number of support tickets it can happen that there is a problem from time to time...
Thank you and this is definitely correct. While we do our best, sometimes some issues may fall through the cracks. We definitely have enough support staff around to handle each and every issue efficiently and are constantly hiring so that is not the problem.
Breakdowns in support do happen and sometimes we just have that tech that is not doing their job properly. Those are the things that we try to address and correct as quickly as possible. For the most part though, our clients are very positive about our services. I do my best to constantly monitor this as I do not want the quality of our product going down simply because of growth. Preventing this is priority number one for me and will continue to be so.

What does this community think? It seems there are reps from Namecheap regularly trolling here. I'd like to hear their response.
I have been Namecheap customer for 5-6 months or so, but have no problems with them! In general, I am satisfied with services and support these guys provide!

Khopesh,
I saw your issue last night before you had posted here and instructed someone to handle it. I just spoke to them and they said they had replied to you and you replied back. Our support techs were in regular contact with you up until dec 29th. They responded to you many times before that and advised you that the issue was a registry issue and they were waiting to hear back from afilias, the registry for .us domains and therefore offered to manually update your domain in the meantime.
Where the delay from the 29th to yesterday came from was because this issue was not a normal one so your ticket had to be assigned to one of our developers and not our regular support team. That being said, the developer handling your ticket was off for the holidays for a few days. This was a very special case and not something that normally happens with our support.
Either way, we do apologize for the delay and the inconvenience this caused you.
Kayla, if you can PM me the details of your issue, we will look into it and see what the hold up is.
I can confirm that shortly after posting my message here, I received contact from an agent that seemed far more competent than whomever it was assigned to initially.
However you are incorrect in that your support staff responded that problems with the "registry" were what I was experiencing. It was asserted by namecheap staff that "It seems to be that it is appears to be working on our end with out any problem.", "Some domain name information you passed was invalid", and "The error what you have faced is a temporary issue. you can update authoritative name servers for your domain at any time will update without any problem." All of which were incorrect and wasted a tremendous amount of time. Additionally I was offered the ability to have my nameservers manually changed, which, while appreciated, was not accompanied by any indication that they even acknowledged the problem or would attempt to solve it, namely MY ability to update nameservers without outside intervention.
Only the last technician who responded addressed the matter in any sensible way. If this person had responded initially I doubt I would have had a complaint. I would humbly suggest you need to train some reps on when to escalate an issue.

[enetwork]

I can confirm that shortly after posting my message here, I received contact from an agent that seemed far more competent than whomever it was assigned to initially.
However you are incorrect in that your support staff responded that problems with the "registry" were what I was experiencing. It was asserted by namecheap staff that "It seems to be that it is appears to be working on our end with out any problem.", "Some domain name information you passed was invalid", and "The error what you have faced is a temporary issue. you can update authoritative name servers for your domain at any time will update without any problem." All of which were incorrect and wasted a tremendous amount of time. Additionally I was offered the ability to have my nameservers manually changed, which, while appreciated, was not accompanied by any indication that they even acknowledged the problem or would attempt to solve it, namely MY ability to update nameservers without outside intervention.
Only the last technician who responded addressed the matter in any sensible way. If this person had responded initially I doubt I would have had a complaint. I would humbly suggest you need to train some reps on when to escalate an issue.
Hello,
While you were initially advised that the dns was working, further investigation and further emails to you advised you that it was a registry issue and that we were waiting to hear back from that registry(afilias).
Your particular issue was the following; You were able to set certain dns records for all your domains except for a certain .US domain. The above being said, the issue was at the .us registry and that is why it was escalated and that is why there were delays involved. To explain things further and to make things clearer, we as your registrar do not actually handle your dns records, we simply submit your requests to whatever registry your domain applies to. This goes for all registrars, we submit your dns requests and they are handled and set at that particular registry.
The above being said, we could not help you with this issue internally and needed to communicate with outside sources(registry) to correct the problem. In situations like this we are at the mercy of those outside sources and the going back and forth does take much longer. While this is not a common issue, it certainly does happen from time to time.
Either way, I am glad to see your issue was solved. We apologize for the inconvenience this caused you.

Richard,
You might want to take a second look at the ticket transcript. It didn't quite work out that way. Initially one technician did identify the "registry" as the problem, but later said it was resolved, and it was not. It was after this that I received repeated declarations that there was no problem or the problem was on my end, at least until the final technician addressed the problem.

[expatCanuck]

Just a quick note from a namecheap customer who thinks that he gets what he pays for, and some more besides.
namecheap's ongoing presence on this forum is to their credit. They conduct themselves professionally, and well.
- Richard

[PropspinMike]

Just a quick note from a namecheap customer who thinks that he gets what he pays for, and some more besides.
namecheap's ongoing presence on this forum is to their credit. They conduct themselves professionally, and well.
- Richard
I agree with the above comment. While we all know that many people come to WHT to complain about a service/product/experience (many times rightfully so, sometimes not..) it is always absolutely appreciated when the host/provider/etc.. comes on to try to work things out.
It is much more than many others do, and I for one certainly appreciate it.
Mike