Stargate raises rates

[basscaster]

Tom,

- I don't check the front page of your site every week.

- Emails were not received for all domains. You must have sent them out based on the new account email address. I promise I did not receive the email for a number of very important domains - I would have been relieved to have received something, but this was not the case.

- A huge assumption was made that all domains have the same admin email address within an account. I shudder to think how many Stargate customers will not receive renewal emails for their domains, or had domains that did not make the migration transition.

- I couldn't access the support system because my user/pass was changed without my knowledge. The system would not even email me the new password.

- Stargate touts a 1-800 support number on the front page, and none of my calls were returned.

Once again, sorry if I sound harsh, but your response has done nothing to convince me to stay with Stargate.

1) We provided a notice online for 2 weeks prior.

2) The notice stated that accounts would be unavailable during the migration.

3) The notice stated that usernames would be changing to email based.

4) domains were processed based on email. If you had current admin contacts you would have received and email for every domain.

5) Stargate provides Customer Support through a ticket system. Not phone or email.

6-7) provide me with a PM on your account and I can make sure the rates and funds are set correctly.

The interface has been tested with 400,000 plus domain users. Stargate migrated to the Logicboxes platform which is the same backend as Directi.

You can skip our main page and login directly to our login interface at http://domains.stargate.com

Hope this helps.

-Tom

 

[starg8]

Online notice? I didn't see it - was it in the footer or the small print? There was no flashy big bold letters anywhere.

I received an email on 6/23 - a Thursday - that the week of 6/20 (!) changes would take place. Throughout the weekend and for the following week I received emails of migration for each domain that didn't belong to my bulk account - for those, I had to open a ticket. Then, each migrated domain's expiry date was 1 year short. With several domains having anniversary at the end of June, I was shocked to see that the Registry did not reflect the registrations I had already paid for. The techs responded to my ticket that it will be taken care of, miraculously, on the anniversary. One domain actually expired and had to again explain that the migration had caused this.

There was no support during the weekend of the changes. I had no way of finding what was the status of my domains under the bulk account. There was no balance - and still there is not. I had to bump/re-open tickets because the laconic responses of the techs were getting on my nerves.

Sorry but I have no interest in any bulk rate there anymore. I want to be able to sleep at night.

It was on the login page, in bright red, and our support page. You could not have missed it. I assume since most of your domains were moved to eNom already, you had no reason to login to Stargate on a regular basis. The email was sent out as a secondary notice prior to the start.

Secondly, you had already moved the bulk of your domains (except for a handfull) away from Stargate to eNom prior to the migration. Let's not pretend it was the migration or our rate increase that prompted your move. I'm not trying to save your bulk account, sadly it was gone before our changes.

-Tom

 

[Theo]

Tom, I don't exactly set Stargate.com as my browser homepage. I'd love to, but the current and previous hiccups incidents made me decide otherwise. Even if I had 1 domain with Stargate, I expect to be told well in advance what is going to happen to my ability to access my account. Instead, I received an email at 5pm on a Thursday. I can't imagine what others, with hundreds of domains had to go through - I had enough trouble with my own handful.

About my decision to fully move all of my remaining domains - the "handful" - out of Stargate indeed the raise of prices was the proverbial straw that broke the camel's back.

I believe that my feedback has been factual and without any malice. I appreciate your personal involvement in all things Stargate. As I said, I bid you farewell and intend to move the domains that were drop-caught for Snapnames out, as soon as the 60 day window passes.

 

[QuantumBeam]

ok guys, this section is supposed to be "Domain News". The new Stargate interface is now in place, the changes have been made and can we let this rest now ?
There is plenty of domains to go around, and there will be, for a long, long, long, time.

:wink:

 

[basscaster]

DigitalChanges - all customer service issues aside, Stargate bulk customers should go and make sure all of their domains were consolidated.

The admin contact for my account became the new login, so since I had multiple admin emails it created new accounts, and did not send out a new account user/pass to those fragmented accounts.

The bottom line is that if you have a Stargate bulk account, you need to check your list against a back up copy and make sure all are accounted for. This is big news if you are a bulk customer.

 

[Domagon]

I had one domain at Stargate (was caught on a drop), so I'll throw my dimes worth into this thread on a few points you responded to ...

1) We provided a notice online for 2 weeks prior.

Received the notice - actually, I think more than one ... so that part worked a-ok. Though sending out snail mail would have been a nice touch.

However, two weeks isn't much time given the scope of what was going to happen and the time of year ... something like 2 months would have been more reasonable.

3) The notice stated that usernames would be changing to email based.

For bulk accounts? That's CRAZY!! I assume bulk accounts are intended for resellers, etc and thus the domains administered would have differing email addresses ... why not keep the domains grouped together under the old user name?

...email-based user names are easy to program initially, but can be nothing but trouble down the line.

4) domains were processed based on email. If you had current admin contacts you would have received and email for every domain.

True, but I assume bulk accounts are aimed towards resellers, etc ... or is that incorrect? By sending out emails to every admin email, you're in essance cutting out the bulk account holder - or was that the idea? ... end-users are easier to sell hosting, etc to than a bulk account holder.

5) Stargate provides Customer Support through a ticket system. Not phone or email.

Then why even have a phone or email? Ultimately, I understand that all trouble reports, etc would likely need to be entered into the ticket system ... but surely, a phone rep could at least open the ticket over the phone; assist one in doing so - answer basic questions, etc.

On a related note, your company sends out important notices via email (including to email addresses that bulk acct holders may not check) and yet don't offer support via email nor via phone - interesting double-standard there; to be fair, other companies operate in a similar manner.

The interface has been tested with 400,000 plus domain users. Stargate migrated to the Logicboxes platform which is the same backend as Directi.

Sounds like you mean 400,000 domains (emails addresses?), many of which are most likely associated with a much smaller number of actual people. If the interface had truly been tested with 400K people, most everything would be within one click; less clicks not more.

You can skip our main page and login directly to our login interface at http://domains.stargate.com

Why have all that nonsense for bulk users ... or are bulk users being phased out?

Ron