Poor Customer Service

[spotlightdomains]

I had previously heard good things about Dynadot so started to transfer 1,500 domains this past weekend. Lots of issues and problems, then questions. I could never get anyone to call me back or answer my questions. In emails, I explained I had some DNS concerns regarding certain transfers and to please call me. I had just spent more than $13,000 to transfer the domains. I also opened a chat but lack of response for 10+ minutes had me close it. After five hours of phone calls, I got through to Candace and explained I was unhappy. She advised me to block the transfer requests and request a credit back to my credit card. Good news is I just locked all my domains at existing registrar and I'm going to do just that.

 

[katherine]

What kind of issues and problems ?

 

[spotlightdomains]

Basically, I had questions as I was transferring in 1,500 domains. The bulk of my questions (I have several - still unanswered) were about how long for DNS to take hold on a few that were moving from old registrar's DNS to Dynadot DNS, and whether transferring domains could be tagged to go to certain folders with proper DNS already set up. The fact that I could not get through by email, chat, or phone after spending $13,000 was troubling. What was disturbing is an employee on phone (5th call after numerous hang ups on hold) told me they were busy and if I was unhappy to just leave and request a refund. Also, when I did get an email response, the person failed to answer my questions or call (as I requested in numerous emails) but chastise me for leaving chat early as the person finally replied to my chat after 12 minutes (and I had already left after waiting forever getting no where with long pauses in between).

 

[katherine]

Sorry to hear about your bad experience. Dynadot has always been my favorite.
They should have been able to work out a custom plan for you.
Now moving so many domains at once isn't easy, but I would recommend using a third party DNS service, always. Not registrar DNS. It makes transfers easier too: just make sure the existing name servers remain the same at the gaining registrar.
By the way Candice is my account rep, but I must have exchanged something like 3 E-mails with her, and one or two with the guy in charge before. Never had to call or chat with them so I can't really comment on live support.

 

[Dopa.com]

Poor experience! Hope they can response soon to heal your wounds for disappointment. Never used their service, could not comment more.

 

[EM @MAJ.com]

One unhappy employee too.

 

[domainoid]

Bad part is that it does not appear they wanted your business. 13000 spent and 1500 domains coming to them is quite attractive for any registrar no matter the size.


Dynadot as a registrar is on the small side tho. Could be they're not used to large transfers or not set up properly to receive 13000 domains at once. Good luck.

 

[katherine]

At least they don't push customer retention to the extreme

 

[domainoid]

Larger registrars like Dotster, Moniker, Enom can sure handle something like her transfer-in order but they have quite a few problems as regards support issues, pricing and so forth.


I value security as all domainers do so when I read Moniker and Dotster issues anyone should look into smaller registrars such as Dyndot as well.

 

[hemantwps]

There's a whole new school of loyalty that companies need to enroll in — and fast. It's no longer good enough to sit around and wait for a bad customer experience to happen, and then react. Companies need to catch support disasters way before they happen.