For Sale Snaps.com

[Nexus]

I made my last exchange and it has a status of "unk", which I assume to mean "unknown". I half want to forget that last exchange and relocate it to SnapNames again (although theoretically it shouldn't matter). The SnapBack appears to have been put into place, although nothing more than that seems clear. Sad 'bout of customer service for Snaps.com. It started off so good. Dunno what the deal is. Kind of sad that SO many customers are complaining with nary a word being said. That's the sound of future revenue/business being flushed down the toilet.

~ Nexus

 

[Duke]

I'm having problems too - seems no one is minding the store. Once again I can't access my Snaps (white screen of death). Also I just bought renewals on two Snaps via PayPal and neither has been reset (one is marked as "Locked" - the other just remains set at "0"). Wrote customer service twice with no response. Also just noticed at PayPal that neither payment has been claimed yet so I could still cancel them (looks like they have activated a different address to take PayPal payments but have not claimed any payments there yet). Maybe GregR and crew are gone for the Labor Day weekend. I'll wait until Tue at least to see if things have been set right. GregR gets normally things taken care of so unless he is selling the site I'm not really worried about it though when the whole site is down it does cause problems when you need to move Snaps around.

I had some problems with DomainSnaps too but Adam seems to have gotten that site all straightened out (incuding live support now) even though he has the site up for sale.

 

[Duke]

OK - I am finally at the end of my patience with Snaps.com. For nearly a week now I have been trying to get some expired Snaps renewed. I have paid them repeatedly but the exchanges never get reset because they never log into their PayPal account to CLAIM their payments! I have repeatedly written to Support and am getting absolutely nowhere. They ask me if I have tried to place an order lately? Hello! If you checked your own system you can see the order pending that I wrote and told you about yesterday. It is pending because you never log in to your PayPal account! Their solution for the first two payments I sent was to cancel the orders rather than log into their account and collect the payments! PayPal themselves wrote and told me this! Between this and the fact that the site is often down for days at a time it is impossible to manage Snaps there.

While I am on the subject of limited exchange Snaps let me tip you off to something else I just found out. You can only buy a renewal for an expired limited exchange Snap if there is less than a year remaining on your subscription. On several of these, I ran through the original three that all failed, bought a renewal and all three of those failed (all within a couple of months) now I find that I can't buy another renewal until late spring of next year. When the renewal program came in I thought that would make the limited exchange program sensible again, but Snaps are burnt up so quickly these days you are likely to hit the one year rule before you ever land a domain.

 

[Mr Webname]

Originally posted by Duke
OK - I am finally at the end of my patience with Snaps.com. For nearly a week now I have been trying to get some expired Snaps renewed. I have paid them repeatedly but the exchanges never get reset because they never log into their PayPal account to CLAIM their payments! I have repeatedly written to Support and am getting absolutely nowhere. They ask me if I have tried to place an order lately? Hello! If you checked your own system you can see the order pending that I wrote and told you about yesterday. It is pending because you never log in to your PayPal account! Their solution for the first two payments I sent was to cancel the orders rather than log into their account and collect the payments! PayPal themselves wrote and told me this! Between this and the fact that the site is often down for days at a time it is impossible to manage Snaps there.

That is very bad, sounds like someone doesn't want the business!

While I am on the subject of limited exchange Snaps let me tip you off to something else I just found out. You can only buy a renewal for an expired limited exchange Snap if there is less than a year remaining on your subscription.

I'm still trying to get my head around this one! - how could there not be less than a year remaining? Day after you buy/renew it's 1 day less than a year remaining. What am I mising Duke? :huh:

 

[cyphix]

Originally posted by Mr Webname


That is very bad, sounds like someone doesn't want the business!

I'm still trying to get my head around this one! - how could there not be less than a year remaining? Day after you buy/renew it's 1 day less than a year remaining. What am I mising Duke? :huh:
[/B]

That's what I initially thought & was trying to figure out.. but then realized that Duke means that the first time you renew the snap, say it has like 3 months left, once you renew it it will have 1 year & 3 months on it.. use those 3 up in a month & it will still have 1 year & 2 months left on it.. hence you will not be able to renew it.

As for snaps.com, I was just about to bump this topic myself... finally I am able to access the site... was getting a white screen on the FRONT page of snaps.com but finally was able to get the 'real' page to come up after many refreshes. Now let's see if we can possibly 'manage' our snaps

 

[Mr Webname]

Thanks - that makes sense now :approve:

 

[Duke]

Originally posted by cyphix


That's what I initially thought & was trying to figure out.. but then realized that Duke means that the first time you renew the snap, say it has like 3 months left, once you renew it it will have 1 year & 3 months on it.. use those 3 up in a month & it will still have 1 year & 2 months left on it.. hence you will not be able to renew it.

That's exactly right. I have burnt up the exchanges so fast with failed Snaps that my subscription (and renewal) is back at 0 - but I can't renew the subscriptions until late Aptil 2004 now! The typic situation is worse than the example Cyphix used. YOu buy a NEW Ltd. Exchange Snap but within two month you will likely have burned up all your exchanges with no domain. So with 10 months to go, you buy a renewal for 3 more changes. Now you are at a year and 10 month. Within another month or two you have burned those 3 up - again with no domain caught. Now you have a year and 8 months to go on your subscription which means it can't be renewed for another 8 months! That is exactly the position I am in now with several Snaps.

However this is NOT the case with any of the ones I am currently trying to renew at Snaps.com. Those are all eligible for renewal - I just can't get them to accept the payments they have received and reset the exchanges - which is quite amazing!

Right now I think that unless SnapNames doubles the number of exchanges you can get or does away with the one year rule, unlimited exchange Snaps are the only ones that make any sense in today's marketplace.

Also, I see that regardless of the SnapNames rule, Snaps.com is limiting you to two renewals in ANY case - then you have pay the full price again. I also just checked the site a minute ago and you only get the white screen trying to access the front page. It has been messed up for a couple of weeks now. :dead:

 

[cyphix]

Ha! Finally I was able to change one of my snaps!

Wish you luck too Duke!

 

[Duke]

I won't be able to change any until they accept the PayPal payments they solicited themselves and reset my exchanges. Would seem fairly simple but they haven't been able to get it done in close to a week now.

 

[Deleted member 4749]

Gregr is a joke. I won't do any business with him.

As I said earlier, the current system runs like a bazaar with many bazzar people in place running different drop clubs. I hope wls does trough and I don't deal with this bazaar anymore.

 

[DomainOgre]

Able to renew your snaps yet, Duke?

I may be in the same boat today if one of mine does not execute today.

 

[Duke]

The situation at Snaps.com is simply unbelievable as you will see in my exchange below with "customer support" (laughing so hard tears are rolling down my face). It seems they don't know how to access their own PayPal account (PayPal wrote me directly and told me Snaps.com was not picking up their payments)!!!

Question (from me sent through the primary contact form after getting nowhere with support people) 09/04/2003 10:41AM CDT:

"I don't know if this will reach someone other than whoever is handling Support, but I will give it a try as Support appears to be completely clueless. I have been trying to renew 3 Snaps and have paid for them by PayPal but you have not logged into your PayPal account ([email protected]) and claimed any of the payments! The orders are left marked Pending under My Orders and the exchanges are not reset. On the first two I tried to pay for, Support's solution was to cancel the orders rather than log in to PayPal and accept your payments!! I just tried again yesterday to renew webcaster.org (a Snap which had failed on the last exchange). Same deal. Paid with PayPal. You haven't claimed your payment and the order remains marked Pending and Support apparently doesn't even know that I placed the order!! I am missing Snap opportunities EVERY DAY because your payment system does not work (or because the whole site is inaccessible for days at a time). Would someone PLEASE get this fixed!!


Response 09/08/2003 9:34AM CDT

"Mr. Jackson,
We do not have access to the paypal account here at snaps.com.

(HIT THE PAUSE BUTTON HERE - WHAT???!!!!!) OK - after moment of disbelief go ahead....

I will forward your request to the owner to check our paypal account. I'll also ask again how many renewals you've purchased on each snap. For some reason, we cannot renew more than twice on a snap. We're trying to fix that problem now."


Now I had already told them how many renewals I had purchased on each specific subscription (ranging from zero to one). Apparently they never read any of the notes I previously sent to support. In the end I completely gave up on getting them renewed via PayPal and told them they should remove that option from their site since they have no access to their OWN account.

Since 4 of my 5 Snaps had run out of exchanges after repeated failures, I tried renewing one with a credit card. That worked. So it looks like I will do the other renewals that way and go for some low quality names with the hope that I can get at least something for the money invested. I won't be buying any more limited exchange Snaps (they can only be renewed a couple of times in the same year and at 3 shots per renewal you will burn those up in a flash at the current "success" rate).

 

[Nexus]

Originally posted by Duke
Apparently they never read any of the notes I previously sent to support.

Mm. I sense the absence of a ticketing system. These days, that's a really disasterous thing for high volume business.

~ Nexus

 

[Duke]

Originally posted by Nexus
Mm. I sense the absence of a ticketing system. These days, that's a really disasterous thing for high volume business.

~ Nexus

They actually appear to have one - it just doesn't work. Your first message will appear and usually their first response. But no follow-up messages that you send through the system show up in the record and it seems they are either not getting or not reading them as they keep asking the same questions you have already answered over and over again. That is why I tried sending a new message to a different box. They also typically take 3-4 days to answer.

 

[DomainOgre]

Well, luckily my snap executed so I won't have to go through that ordeal just yet. I do have more snaps there though.

Nobody can reach Gregr still about this matter?

 

[Nexus]

Originally posted by Duke
They actually appear to have one - it just doesn't work.

The best ticketing systems I've seen, mark your question and associate it with your login, automatically. It is then left "open" until someone answers the question fully, at which point it is closed. Ones where they decide who they will and won't answer seem to become a mess after a while.

~ Nexus