Songs of innocence and of experience - Twenty-four tweets to Network Solutions [entries|archive|friends|userinfo]
Douglas Spencer

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Twenty-four tweets to Network Solutions [Feb. 13th, 2014|04:21 pm]
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I've just posted the following tweets to @sguod:

Apologies in advance to users who aren't interested in the next twenty-four tweets -- feel free to fast-forward as required.
(01/24) I think it's fair not to leave Twitter users with an incomplete picture of my dealings with Network Solutions, my domain registrar.
(02/24) Since my domain expiry took place in public view (WHOIS records are world-readable), the reasons why should be in public view too.
(03/24) For those who have been following my interactions with @netsolcares here over the past few days, this is the current position:
(04/24) I've just had a long telephone conversation with Kathleen Hearity from Network Solutions, where the situation was discussed.
(05/24) She's in the CEO's office at Network Solutions, where (amongst other things) she works closely with their social media team.
(06/24) She has confirmed that Network Solution's practice with country-specific domains is to let them expire BEFORE they submit a renewal.
(07/24) She has confirmed that this is policy, the result of a deliberate considered decision -- and she does not think that it will change.
(08/24) I suggested that when a domain name registered with them far into the future, they should ensure that it does not expire;
(09/24) I suggested that the policy might prompt an independent observer to conclude that Network Solutions was not fit to be a registrar.
(10/24) Her response, almost word-for-word, was that I was at liberty to take my business elsewhere and her team could help that to happen.
(11/24) I echoed her position as I've quoted it here back to her, and she confirmed that I'd understood her position correctly.
(12/24) I then asked her about the formal complaint which I'd submitted (as instructed by her twitter team) via the online support system.
(13/24) I asked why it had been deleted from the support tracking system; she said that this was a deliberate act by the executive office.
(14/24) I reminded her that a customer could take a view about having their complaint simply deleted from the system; She agreed.
(15/24) Finally I asked her about the conflicting statements made to me by the twitter team; I wondered whether they were ill-informed,
(16/24) whether they had replied to me without checking first, or whether they had deliberately been misleading me for some reason.
(17/24) She said she'd find out, discover where they'd failed, and take the necessary management steps to improve things.
(18/24) The entire conversation was civil and (except for the rigid holding to the let-it-expire-first policy) was also productive.
(19/24) She assured me that she'd make sure that my feedback would make its way through to all the appropriate people.
(20/24) We thanked each other for making the time for the call, and I wished her good luck in improving their processes in the future.
(21/24) She refused to undertake to keep me up-to-date with any progress they might make fixing the issued I'd hoped to help them with.
(22/24) I have a couple of .UK domains registered with them until 2016 which the UK registry show as expiring on 20th July 2014.
(23/24) I shall keep a very close eye on that expiry date as it approaches, as it passes, as-and-if it gets updated to reflect my contract.
(24/24) I remain happy -- nay, eager -- to assist Network Solutions as they try to repair their policy, their processes, their support.
That's it; Sorry to non-DNS-wallahs for flooding your timeline.
LinkReply

Comments:
[User Picture]From: bibliofile
2014-02-14 08:02 am (UTC)

"productive"

(Link)

as in it's quite possible that you and NS will have a mutually agreed upon breakup?

Have you heard from anyone else who agrees with you that letting a domain name expire before you ACCEPT a renewal order is ass backwards? Or anything to suggest why they made that particular decision? I admit it's rather stumping me -- and I can often rationalize the weirdest things.
[User Picture]From: dougs
2014-02-14 08:31 am (UTC)

Re: "productive"

(Link)

> ... letting a domain name expire before you ACCEPT a renewal order ...

Not quite. They've accepted a renewal order from me for this domain until 2018. Their contract with me dictates that this domain doesn't expire for another four years.

But they're not the national domain registry for .UK -- they have to periodically renew my domain with Nominet UK.

What they do is wait until AFTER it's expired over at Nominet before they submit the renewal that they're contractually obliged to do beforehand.

Nominet UK recommend that individuals don't deal direct with themselves -- they suggest that individuals are better served by going to third party registrars. Nominet quite reasonably prefer to deal with registrars, not with consumers.

Nominet tell me that almost all registrars submit renewals for .UK domains BEFORE those domains expire. They consider this the normal way to do things.

Network Solutions have taken a deliberate policy decision to wait until after the domain has expired before submitting, to the national registry, a renewal for a domain that they hold far into the future.

I haven't heard from anyone other than this specific individual within Network Solution's executive office who thinks that this is a good idea.

My best theory is that they value an extra few days' interest on the small fees that they pay to Nominet on my behalf more than they value the reputation of their customers. Or their own reputation.

Edited at 2014-02-14 08:33 am (UTC)