Freddy,
I run a business external to my domains "hobby", and I can tell you (if you didn't already know) that customer services count for everything. Research has shown that if a customer gets good service from a company, on average they tell one person, but if they get bad service, they tell ten. I almost never hesitate to refund clients if something goes slightly wrong or they whinge about things, irrespective of what my terms and conditions are, even if it means I'm slightly out of pocket. There are limits, but the customer is (almost) always right. A refund and an apology goes a long way to reducing the 10 lots of "bad press" to just a few or even none. I've also had lots of customers re-order from me even though they've had problems in the past, because they feel they can trust me to sort things out quickly if anything goes wrong again. These things, btw, aren't my fault, things like like manufacturing errors in the product but I sell them sealed from the factory so I don't see the problems before the cusomer does, or late delivery. That is irrelevent to the customer, they still blame me as their point of contact.
In my case specifically (and probably with lots of others on this board), I came to you the day before landrush because I'd read good things about you on this forum, and was prepared to entrust my last minute pre-reg names to your company. I was rushing around comparing registrars, prices etc, and didn't bother reading all the terms and conditions, as the karma from the forum was good. As it turned out, you got none of the names. They aren't disputed names or anything like that... they are all now fully registered with someone else, so there's no hope of waiting 120 days just in case they become available again.
Now I know that technically you're in your rights to stick rigidly to your Ts and Cs, refund the monies paid back to the eurodns accounts and then take a cut to refund the monies back to credit cards after 120 days. However is that all worth it for the bad press you're currently getting? After all it won't cost you a cent to just hit the Refund All button on your CC processor admin panel for the people who request a refund straight away. It will cost you more time later to work out the 5% or 10 euro deduction and then do the refund.
I think your stubbornness at the moment will cause you problems in the future. If I were looking through the forum for information on a registrar and found this thread, I sure as hell wouldn't consider going to you.
So, unless you care to add anything else to the discussion, I'll be waiting the 120 days ("for reasons of security"??) for the money I paid for something you didn't deliver and can't hope to deliver within the 120 days (because they've already definitely been registered by someone else), requesting my money back less the 5% or 10 euro charge, and never using you again. I will also be sure to mention to anyone asking what I think of the service you have given.
Just my 10 euros...
Dave
I run a business external to my domains "hobby", and I can tell you (if you didn't already know) that customer services count for everything. Research has shown that if a customer gets good service from a company, on average they tell one person, but if they get bad service, they tell ten. I almost never hesitate to refund clients if something goes slightly wrong or they whinge about things, irrespective of what my terms and conditions are, even if it means I'm slightly out of pocket. There are limits, but the customer is (almost) always right. A refund and an apology goes a long way to reducing the 10 lots of "bad press" to just a few or even none. I've also had lots of customers re-order from me even though they've had problems in the past, because they feel they can trust me to sort things out quickly if anything goes wrong again. These things, btw, aren't my fault, things like like manufacturing errors in the product but I sell them sealed from the factory so I don't see the problems before the cusomer does, or late delivery. That is irrelevent to the customer, they still blame me as their point of contact.
In my case specifically (and probably with lots of others on this board), I came to you the day before landrush because I'd read good things about you on this forum, and was prepared to entrust my last minute pre-reg names to your company. I was rushing around comparing registrars, prices etc, and didn't bother reading all the terms and conditions, as the karma from the forum was good. As it turned out, you got none of the names. They aren't disputed names or anything like that... they are all now fully registered with someone else, so there's no hope of waiting 120 days just in case they become available again.
Now I know that technically you're in your rights to stick rigidly to your Ts and Cs, refund the monies paid back to the eurodns accounts and then take a cut to refund the monies back to credit cards after 120 days. However is that all worth it for the bad press you're currently getting? After all it won't cost you a cent to just hit the Refund All button on your CC processor admin panel for the people who request a refund straight away. It will cost you more time later to work out the 5% or 10 euro deduction and then do the refund.
I think your stubbornness at the moment will cause you problems in the future. If I were looking through the forum for information on a registrar and found this thread, I sure as hell wouldn't consider going to you.
So, unless you care to add anything else to the discussion, I'll be waiting the 120 days ("for reasons of security"??) for the money I paid for something you didn't deliver and can't hope to deliver within the 120 days (because they've already definitely been registered by someone else), requesting my money back less the 5% or 10 euro charge, and never using you again. I will also be sure to mention to anyone asking what I think of the service you have given.
Just my 10 euros...
Dave
