Fleaking over at Namepros detailed a number of transactions that just seemed to go wrong at Network Solutions and SnapNames. He now wants to sue them but that might not be the prudent move.
He writes:
In the past few months, I’ve had three horrible experiences with Web.com’s services (Network Solutions, SnapNames…) that I urgently need legal help with:
Case 1. On November 16th I won a domain mo*******.com through SnapNames expired auctions, it was a pending-delete name and caught by Network Solutions(Klaatudomains.com; a Web.com’s domain registrar), however, the domain has never delivered to my Network Solutions account even though I was charged and did receive an email congratulating me that I’ve acquired the domain successfully.
And according to the WHOIS information, the domain mo*******.com seems like under another registrant’s name who is in Hong Kong. Therefore I submitted a support ticket at SnapNames on November 20th requesting them to get the domain back into my Network Solutions account. After 8 days of silence, on November 28th, I replied to the same ticket asking SnapNames to at least give me a response, and there is still no one helped with my ticket in the following week… This morning (December 5th), I felt that SnapNames kept ignoring my request so I replied to the ticket again saying that I need a response or the domain to be transferred to my account asap or I will sue them, then after several hours the ticket got closed without any notification nor response… And I still don’t receive the domain name till now.
Now that just seems nuts that they close out the ticket and not answer the man. You have to do better than that.
He goes on:
Case 2. On November 20, I purchased a premium domain de*****.com through Network Solutions’ website, and I got a confirmation email several hours later. It stated that the seller has 14 days to transfer the domain name and I know it wouldn’t take that long because I’ve purchased premium domains at Network Solutions a few times before, it normally would arrive my account in the following 24 to 48 hours.
Nevertheless, I thought it will finally go through so I kept waiting until a week later, the domain is still not there in my Network Solutions account… so I talked to someone in their Online Chat on November 28th and the support guy told me that I must wait for some more days before they can proceed with the domain transfer. Okay, so I kept waiting until this morning (December 5th), and the domain is still not arrived in my account, hence I contacted Network Solutions again via their Online Chat requesting if they couldn’t deliver the domain they should refund me, then the support guy told me that it will take 15 days for the domain name to be transferred like who I contacted with on November 28th. The day(December 5th) that I contacted with him/her was the 15th day after my purchase so I told the support guy it has been 15 days, he/she then told me that they have no further authority so the case will be escalated.
About 6 hours later I received a reply from someone named John B stated that the domain ROSA*********.com is already in my Network Solutions account… What The Hell? The problem is that the domain name what I requested for is de*****.com, but not the existing one he mentioned in the reply. I still received no the domain nor a refund from Network Solutions so I chatted with another support guy via Online Chat again, and this time he/she wanted me to call their phone support, and the supporting time is from 7am to 12am EST, which is midnight in my timezone and very inconvenient to me to contact with.
Case 3. Please refer to https://www.namepros.com/threads/my…o-namecheap-without-my-authorization.1224520/
In this case, Network Solutions wanted me to call them at the end like the Case 2, but they only offered a time period that was extremely inconvenient for me. Due to this, I still haven’t received my domain back in Case 3, nor have I received a refund after almost two years.
I spent a lot of time and effort on these 3 cases and I still got nothing, neither a domain name nor a refund. I am deeply frustrated with this awful company and strongly believe it should be punished.
The question becomes the cost of a lawsuit vs the time spent trying to get these names. One would hope they will get these things sorted out and issue a refund if they cannot deliver the domain name. I have @ John Berryhill in his post as John is always kind enough to give some preliminary advice for free and let a poster know if the juice will be worth the squeeze. Hopefully Fleaking gets the names that belong to him.
NotWork Solutions (Web.com) has proved they are the worst registrar in the domain name industry.
Exactly same thing happened to me 3 years and i cancelled my NameJet auction account.
It’s helpful to get these customer-service problems in the domain industry out there for people to know about. The companies might be trying their best, but there are obvious deficiencies in customer service and service quality among many domain service providers. Writing more articles like this might help encourage domain service providers to invest in their customer service and invest in their businesses overall so that they can better serve the domain community. The kinds of issues you cover here are frustrating for customers but unfortunately all too common in the domain industry.