NameScout

[actnow]

I sent two emails to NameScout over 24 hours ago.
(Saturday - AM)

One of them was requesting an authorization code for
a number of my .org's with NameScout.

And, the other was notifying them of a problem.

As of this moment, I have not heard from them. Other than,
their automatic response acknowledging the emails.

We all know that Enom only works Monday thru Friday.

However, the domain business is global.
Therefore, it is a 24/7 business.

Why don't all of the MAJOR registrars operate their business that way?

It is not difficult to have a skeleton crew to do this.

Or, to outsource the simple things.

Even though, the credit card companies are not perfect.
If you call them. You can eventually speak with someone.

Here in the U.S., all of the major discount stores, department stores and
supermarkets are open 7 days a week. And, some are open 24/7!

On average, most of the registrars are only functioning 25-28%
of the time.

I don't think they need to be available all of the time.

But, I think they need to be more sensitive to their international customers.

d

 

[nicpal]

I have been trying to get ahold of someone there for the past month and a half after Pool won a domain for me and regged it there. I tried direct email with no response, using their password retrieval system with no email, phone is impossible.....

 

[seeker]

quiet a few registars dont reply on weekends.

Even worse, tech support for servers on a few high profile hosting companies sometimes dont reply on weekends.
Same with pool BTW. They barely reply on weekends...

 

[mole]

Namescout normally replies in 3-5 working days.

 

[stuff]

Namescout normally replies in 3-5 working days.

yes I have always got response from them.
But it takes 1-5 days.

 

[David G]

I have been trying to get ahold of someone there for the past month and a half after Pool won a domain for me and regged it there. I tried direct email with no response, using their password retrieval system with no email, phone is impossible.....

Same BS crap here. Been waiting forever for transfer auth codes, requests are ignored. Similar recent problems (including automatic rejection of transfers on com/net) which do NOT even require auth codes. Dotster and many others too. It happens so often I can't even recall the names right away of all the registrars who make transfers away so tough, seemingly by design, perhaps hoping you will forget about the transfer?

This is a MAJOR problem involving many registrars, both well known ones and 2nd/3rd rate ones. Will soon be taking a long vacation from the forum to deal with these issues and others, including domain management, which has become more than a full time job, almost monumental in size and difficuly.

 

[actnow]

Namescout normally replies in 3-5 working days.

That is my complaint. WHY so long?

Most things are very simple things to do or fix.

The world is going to 24/7. Why haven't the registrars?

The first registrar that moves in that direction will start
gaining major marketshare.

 

[seeker]

for auth codes for a .org namescout replied within 3 days for me.
but I sent the email on a monday.

 

[actnow]

for auth codes for a .org namescout replied within 3 days for me.
but I sent the email on a monday.

With all of the availability of broadband connections. And, the
capability of work "at home" and "live chat".

Why are the registrars treating this business as a 9 to 5 business?

 

[seeker]

it is strange.
I think they keep a 'home based' crew for technical problems.
Like If the site is down, etc...
But for transfers, and general Qs, I really dont know If any registrar has real full 24/7 support.

Can you imagine If doctors and hospitals ran that way???

 

[URLCollection]

Richard - We always just call them and get a live person and they help right on the phone - Here is the contact details... Good Luck - Steve

Namescout Corp.
Whitepark House
White Park Road
Bridgetown
Barbados

Phone: +1 613 768 5140
Fax: +1 613 820 0777
E-mail: [email protected]

Hours of Operation:
7 a.m. to 10 p.m. (EST)
Monday to Friday

 

[James]

Latest request went fairly quick

Sunday, July 18, 2004 3:15 PM auth code request- sent
Tuesday, July 20, 2004 7:40 AM auth code request-received

 

[actnow]

Steve, Thank you for the info.

I have already contacted them. And, in the past.

However, my compaint is that they operate monday thru friday.

But, the domain business also operates on sat. and sunday.

As dotBIZ indicated above. They took care of his request
on tuesday.

At least, that is one good thing about Enom. They alway have
the authorization code posted. Eventhough, they are not open.

I am just pointing out the flaw within the industry.

 

[URLCollection]

Agree Richard - I think they are all suppose to post the auth. codes per NeuLevel or Icann rules - Maybe they do not want to so as to slow transfers out and keep their reg. numbers up? Maybe they get a few extra renewals from folks that give up trying to make transfers away? Anything for a buck I guess. Steve

 

[OnSpec]

Richard - We always just call them and get a live person and they help right on the phone - Here is the contact details... Good Luck - Steve

Namescout Corp.
Whitepark House
White Park Road
Bridgetown
Barbados

Phone: +1 613 768 5140
Fax: +1 613 820 0777
E-mail: [email protected]

Hours of Operation:
7 a.m. to 10 p.m. (EST)
Monday to Friday

This office is actually in Ottawa, Ontario, CANADA

 

[seeker]

This office is actually in Ottawa, Ontario, CANADA

as is pool... k:

 

[actnow]

Barbados

Steve, you just brought back a memory I hadn't thought about in years.

I worked out at a Judo Dojo in Christ Church a number of years ago.

The humidity just about KILLED me. But, it didn't bother the residents!
(I guess that was logical.)

Unfortunately, I looked like the "soft" American.

:-D

Note to others - Steve's company is very big in the hotel industry in the
Carribean.

 

[James]

Agree Richard - I think they are all suppose to post the auth. codes per NeuLevel or Icann rules - Maybe they do not want to so as to slow transfers out and keep their reg. numbers up? Maybe they get a few extra renewals from folks that give up trying to make transfers away? Anything for a buck I guess. Steve

Steve,
It appears they have 5 calendar days from the request...

http://www.icann.org/transfers/policy-12jul04.htm

5. EPP - based Registry Requirements for Registrars
In EPP-based gTLD Registries, Registrars must follow the requirements set forth below.
Registrars must provide the Registered Name Holder with the unique "AuthInfo" code within five (5) calendar days of the Registered Name Holder's initial request if the Registrar does not provide facilities for the Registered Name Holder to generate and manage their own unique "AuthInfo" code.

 

[theparrot]

With all of the availability of broadband connections. And, the
capability of work "at home" and "live chat".

Why are the registrars treating this business as a 9 to 5 business?

Margins. People are not willing pay for it. When people pick where to buy almost all pick price. Would people pay $2 more a name for 24/7 support? Would enough of them?

 

[actnow]

People are not willing pay for it. When people pick where to buy almost all pick price.

Initially, you would think it would cost them more to have a shift on
sat. (and/or sun.). But, why?

Yes, they would need to have the heat (or air-conditioning) on.

And, instead of someone working monday thru friday. They could work
tuesday to saturday. etc, etc.

It is just a mindset by the registrars that needs to be adjusted.

I am telling you now. One of the registrars will come up with "this idea"
on their own of operating 7 days a week. And, they will make it part
of their marketing strategy.