I don’t think ‘net based companies realise how frickin’ irritating it is when they deliver really crap customer service (or in some cases, none at all!) When I’m dealing with a company for my own personal use it’s not such a big deal, but if I need support for a work client and I can’t get it within 24 hours I am the one that’s likely to get it in the neck — and why should I because of some other prat’s mistake?! Luckily every time I’ve had to deal with a useless company so far, the client has either been blissfully unaware or incredibly patient, but it’s not the point.
One of our clients was — up until last week when we moved them to our reseller — hosted with Nildram. We bought an Australian domain name on their behalf and wanted it hooked up to their hosting so I e-mailed the “hostmaster”. After 3 days I got a reply stating that my query was being forwarded to the right department. Over two weeks (after several “please deal with me!!!” e-mails) I got a phone call from a woman with what sounded like an American accent, telling me that she was now going to hook up the domain name.
In the end it wasn’t done right and we had to wait until the hosting move before we could get their Aussie website online.
Two of the existing domain names for the aforementioned client were purchased through 123-reg, who are another Pipex subsidiary (hm, what a coincidence). I e-mailed them on Friday after a problem which occurred preventing me from updating the nameservers for one, and pointed out that the other is not in our domain list. I am yet to get any sort of response — no “you’re support request is being processed”, nothing. Useful, much?
I use 1and1.co.uk for my domain names and have had flawless service up until ‘now’. When I placed my order for my two new domains I was under the impression I was getting them for two years at [.. entry broken]