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February 11th, 2014 - Songs of innocence and of experience [entries|archive|friends|userinfo]
Douglas Spencer

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February 11th, 2014

Support request to Network Solutions, submitted via their help-and-support online systems [Feb. 11th, 2014|11:38 pm]
Douglas Spencer
This is a complaint: It should be fielded and handled as such.

I have several domains in the .UK space.
The UK Registrar, Nominet UK, has a period of six months before a .UK domain expires, during which you can send them a renewal request.

And yet the renewal request for the domain "dougs.org.uk" will not be actioned until fifteen days AFTER it expires.

This is more-or-less the definition of not-fit-for-purpose in a registrar.

THEREFORE this is a complaint about your handling of the renewal of the domain "dougs.org.uk", and specifically about the fact that, in general, you don't renew the domain with the national registrar until fifteen days after it expires.

Please explain to me on what planet this is considered acceptable behaviour, and on what basis I should consider you as fit-for-purpose to host any of my (multiple) other country-specific-TLD domains.

Please further explain to me what steps you will make to repair the God-awful provisions you have in place for hosting .UK domains in time for the next occasion when I have a .UK domain hosted with yourselves which is about to expire with the national registry.

Be aware that this issue won't go away, and I'll be rigorously checking your progress in the latter part of July when, without doubt, the fact that I've chosen you as my registrar will return to bite me in the arse once more.

Customer Service 101: Treat your customers in such a way that they aren't trained to fear or despise you.

Please keep me up-to-date with your progress repairing this systemic mismanagement.

Thanks in advance...
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