One of my friends, client too, approached me yesterday and we were discussing about domain name transfer .. She felt it was being over charged by a web hosting company called E.. At first, requested to renew domain name, after first payment was made, requested to renew hosting as well ..
Why can’t they just mention all the charges in one single bill, clients which are not IT-background sometimes get confused with the bundled services . So what we did, I requested an EEP code to perform a migration from them to 1.com.my – my company I am currently working as Project Manager.
My client sent an email stated very clearly to request for EEP code, unlock domain lock status, disable WHOIS ID Protection and update DNS server, yet when their customer support replied, all they care was asking my client’s opinion on why moving out from them .. My client refused to share such information and requested again with the information and on top of that, she also stated clearly she do no wish to share any additional customer experience and do not wish the migration processed to be delayed.
At the same time, at my side as her registrar, I approach the live chat at E and requested to speed up . To my disappointment, with a live chat request and a clearly stated email , they still bother asking my client the reason she is moving out and being reluctant to not provide the EEP code .. So I would like to make a small heads up to all web hosting / domain name hosting client out there, YOU HAVE THE TOTAL RIGHTS TO REQUEST EEP CODE AND MOVE OUT FROM YOUR CURRENT REGISTRAR ANYTIME .. Here’s the first chat which did not resolve anything but continuously asking for feedback the second time ..
Adrian: Domain migration / move out for domainname.com
Ranjit: Hello, Welcome to live chat. How may I help you?
Adrian: Hi Ranjit
Adrian: I am representing my client namely YSC with domain owner – domainname.com (not revealing)
Adrian: Your customer service executive – SH Neoh was not providing my client with the EEP code . why is that so ..
please assist me in understanding
Ranjit: kindly hold on
Ranjit: kindly refer to this link https://support.exabytes.com.my/KB/a1679/transfer-domain-to-exabytes.aspx
Adrian: I wish to transfer the domain out from Exabytes NOT into Exabytes
Ranjit: kindly email us at domain@exabytes.com
Ranjit: from your primary email account
Adrian: that is what I was saying. My client emailed , but your colleague is reluctant to provide the EEP code
Ranjit: can you provide me the ticket id ?
Adrian: 230-15E728FB-5813
Ranjit: Let em check
Ranjit: me*
Ranjit: Kindly reply back the same email so that our customer care representatives will provide you the EPP code
Adrian: My client has stated clearly to request for EEP code,
Ranjit: yes, they just need confirmation from you
Adrian: please sent the EEP code to the email address as provided and also unlock the domain status
Adrian: also disable the WHOIS protection as well
Ranjit: they will surely provide you the EPP code
Adrian: Please assist to escalate this case
Ranjit: Kindly hold on
Adrian: The domain name is expiring soon and exabytes in requesting for relatively high renewal fee
Adrian: Thank you very much
After 8 minutes
Adrian: I am still awaiting for your generous reply
Ranjit: Our customer care representatives will provide you the EPP code now. Can you please reply the same email
Adrian: Thank you very much . I will ask my client to respond to it .
Ranjit: You are most welcome
I approached them the second time and I was being more harsh during my live chat and stated I would exercise my full rights as a registrar representing my client on this matter. Below is my chat .. Look, retaining clients have never been easy but most importantly, instead of asking feedback and not fulfilling your clients requirements are even more annoying . At the end of the day, you (E) should realized how and what kind of services are you providing . Conclusion to this story, the EEP code was given after attempt of few times (not to mention in a harsh way, to prove to them we are not someone to be bullied) .. Also, my client wasted the initial renewal fee with them and was more than happy we could help her out to host it hassle-free..
Adrian: Domain transfer – 230-15E728FB-5813
Narayan: Welcome to Exabytes Malaysia Live Chat! How May I help you?
Adrian: Hi
Adrian: Please refer to my ticket ID before speaking to me
Narayan: Checking it
Narayan: Just viewed it
Narayan: Please tell me
Adrian: I requested twice for EEP
Adrian: Stated clearly in the email
Adrian: Your colleague just cant stop asking for feedback about the service
Adrian: I need to get the EEP for migration ASAP
Adrian: Please do not delay my process
Narayan: Alright Adrian
Adrian: SO ?
Narayan: You shall receive the EPP code shortly
Narayan: I apologize for the troubles
Adrian: Make sure your colleagues doesnt ask me for feedback as I / my client refused to share
Adrian: I would be exercising my full rights as a registrar representing my client to file an official complaint to myNIC should exabytes fail to do so
Narayan: It was only an attempt to know why you wanted to shift out of Exabytes. But not a problem. You shall receive the details shortly
Adrian: Do not explain to me it as an attempt, I mentioned it twice but not once .. If the first time I can understand , this is the second time
Adrian: Please escalate my case ASAP with NO DELAY
Narayan: This has been marked as priority
Adrian: Make sure your words are worth trusted this time
Adrian: Your previous chat consultant – Ranjit told me the same thing
Adrian: Should I receive the third email asking for feedback and not my EEP, as I have mentioned, I will exercise my full rights as registrar
Narayan: I understand
Narayan: I have marked the ticket as priority and for resolution with EPP code
Narayan: You shall receive the EPP code for sure
Adrian: I shall get back to you if I don’t
Adrian: Failing which, will not mark any of my tolerance to Exabyte
Narayan: Understood Adrian
This incident reminds me of one of my friend who writes on MESHIO.com .. This E really is something that brings bad experience to certain customers .. Look at his post here .. It was 2008 and when you google up certain keywords, it appears on the top ..
Read on : http://www.meshio.com/2008/04/sick-of-exabytes/
Allow me to share the proper approach to migrate a hosting :
1. Request EEP Code from your current registrar / hosting company
2. Request to unlock domain status and disable WHOIS ID Protection (if any)
3. Confirm the changes with your new registrar / hosting company
4. Expected to receive an email from new registrar / hosting company to authorize hosting migration
5. Wait 4-7 days for successful migration
I finished up work today late afternoon because of this delay in the morning .. Anyway good night for now :P For your leisure, google up “Exabyte Sucks” and you will see how good and reliable they claim they are all these while ..
What is the catch when signing up Exabytes?
1. Unlimited mailboxes (=overloaded server, over-selling)
2. Unlimited add on domain (=messy, over promised)
3. 99.9% uptime (=never publish the uptime report)
4. Reliable support (google Exabytes sucks)
5. Unlimited storage (over-selling, over promised)
6. Transparent Migration (no case studies…)
7. Reliable servers (not even Cloud platform)
8. Technical support (not solving problem)
9. Free domain (first year only)
10. DNS server (extra charges)
11. Domain ownershiop (see above example)
Some offer a very attractive package, ie RM1 for .my domain name, be always careful! The catch is, you might ended up the domain name are registered in someone else name, or you will be screwed up when you want to any changes in terms of pointing, or when you wish to change the domain name providers. To name a fee Registrar you should avoid, including RegistryWeb, GoDaddy, NetworkSolution, PublicDomainRegistry and Tucows.
very true .. all speaking from experience :P think twice peeps
Pingback: Blog | Happy Customers and Friends ‹‹ AdrianCJY.com Blog