wheel - 5:16 pm on Sep 28, 2010 (gmt 0)
I was concerned when Monte sold Moniker to Oversee. He built the company upon a reputation for attentive customer service. Moniker's CS reps were the smartest, most attentive, and oftimes the funniest in the industry.
After he sold customer service moved from live people and rapid email responses to a ticketing system. (Larger accounts still benefit from dedicated CS reps, so no "big" gripe.)
After he sold I increasingly saw instances of unscheduled server downtime. Not frequent, nor of long duration, but often enough to catch my eye.
This latest development suggests that Oversee is not investing in certain essentials, like failover systems. I say "suggests" because absent official word we're all a bit in the dark about the cause.
So, when it comes to a registar, when is enough enough?
How far do things have to go before you take a walk?
Pretty close to that now. I've been happy with moniker to date but two things have just happened that mean I'm unlikely to keep my stuff there.
1) brand new ticketing system. I have to register for a seperate account to ask questions, right up to and including the confirmation email (and my spam filtering means a 10 minute delay). I'm already logged into my moniker account and I have to register to a different system all over again, just to ask a question? No way, I don't time to jump through hoops when I'm already unhappy that somethings gone wrong and all I've got is an 'error 2030'. (turns out, this is because I put a 'www' in front of the domain. If only computers could figure that out.
2) phone support means I have to listen to an annoying, ingratiating ad before I can even get to tech support. Then I get told it's a 10 minute wait. Then it becomes clear that they've sent their tech support overseas.
The time to do things write is when clients have problems. Used to be I'd email or call moniker and get a straight answer right away. now I've just spent 10 minutes on the phone and I'm still not sure my problem is resolved.
This is networksolutions type of service, not Monte level.