Worst support.....

[dvdrip]

Case Activity
Customer
KZ
6/13/2005 6:25 PM
Hi,
I have $7 in available balance. Paid $100 by paypal and now I can't use this money.
Is there a delay from paypal or some other problem?
Thanks

Agent
Amin Taheri
6/14/2005 9:14 AM
Hello KZ,

I am showing 2 refills, one of $100 each yesterdy and today posted to your account. Your Balance is $238.07
Amin
Technical Support
www.enom.com/help
ICANN Accredited Registrar


Customer
KZ
6/14/2005 4:24 PM
My balance is $238.07 but my Available account balance is just $1.77.
Why?

Account balance: $238.07
Available account balance: $1.77

Agent
Amin Taheri
6/15/2005 7:50 AM
Hello KZ,

You have almost 30 open transfer orders that are currently pending. That does deduct from your balance.

Amin
Technical Support
www.enom.com/help
ICANN Accredited Registrar


Customer
KZ
6/15/2005 4:01 PM
Look, I had $7 available. Paid $200. Spend $106. And now I have $1 instead of $101!

The problem is with this refill:
6/13/2005 9:01:40 AM -$3.00 Refill Service Convenience Charge Successful $178.02
6/13/2005 8:51:15 AM $100.00 Refill Reseller Account Successful $181.02

My previous balance stayed the same after the refill:
6/11/2005 12:50:21 PM -$16.95 Order Successful $181.02 163863007

Agent
Amin Taheri
6/16/2005 7:26 AM
Hello KZ,

Please see my last response. You have almost 30 open transfer orders that are currently pending. That does deduct from your balance. That is why your balance is low - Lets just say you only have 27 open orders - $6.95 * 27 is $187.65 - that is an aproximate amount of how much your balance has been deducted for transfers that are still processing. Once the transfers finish your actual balance will also be debited or accordingly.

Amin
Technical Support
www.enom.com/help
ICANN Accredited Registrar


Customer
KZ
6/16/2005 7:35 AM
Please read MY last responce!
This is not about the open transfers. It is about a paypal refill that does not show in my balance!

AGAIN:
I had the open transfers already.
I had $7.
Paid $100.
I had $7 again.

Do you understand?
I will contact my lawyer about this.

Customer
KZ
6/16/2005 7:58 AM
From reports: (First refill didn't increase balance, second refill did)

Order 2005-06-11 $16.95 $181.02 163863007
Refill Reseller Account 2005-06-13 $100.00 $181.02
Refill Service Convenience Charge 2005-06-13 $3.00 $178.02
Refill Reseller Account 2005-06-14 $100.00 $278.02
Refill Service Convenience Charge 2005-06-14 $3.00 $275.02


Customer
KZ
6/16/2005 5:37 PM
It has been 4 days now!!! Will you look into this issue?
I will contact ICANN if you don't.

Again, refill didn't increase my balance by $100, it only deducted the $3!!!! :
Order 2005-06-11 $16.95 $181.02 163863007
Refill Reseller Account 2005-06-13 $100.00 $181.02
Refill Service Convenience Charge 2005-06-13 $3.00 $178.02

Blance stays $181.02 and then the $3 are deducted!!!!

Agent
Amin Taheri
6/17/2005 6:39 AM
Hello KZ,

I dont mean to be rude here, so please dont think I am - but you can contact Ican all you want, they cant help you. This has nothing to do with domains, and is purely financial. Your balance did not increment right away as it can take up to 2 hours for your balance to go up. However, since your refill and your ticket, you had several orders go through. That made your balance go down. Trust me that your balance is correct. Ive had other people including our development staff look into the back end processing on your account and they all concur that what happened was what was supposed to happen.

Amin
Technical Support
www.enom.com/help
ICANN Accredited Registrar


Customer
KZ
6/17/2005 7:21 AM
So I will contact my lawyer because this is theft.

I am asking for one last time to explain this:
Order 2005-06-11 $16.95 $181.02 163863007
Refill Reseller Account 2005-06-13 $100.00 $181.02
Refill Service Convenience Charge 2005-06-13 $3.00 $178.02

My balance is not correct!!!!
I paid $100 and the balance went down by $3 instead of increasing by $97!!!

I only had a few orders for maybe $50 after the refill. And these funds were from cancelled tranfers.

I want you to send me by mail all the orders and refills I have done in this account so I sue you.
Thanks

PS There is still not a single comment about this:
06-11: balance $181.02
Order 2005-06-11 $16.95 $181.02 163863007
06-13: after the refill $178.02
Refill Reseller Account 2005-06-13 $100.00 $181.02
Refill Service Convenience Charge 2005-06-13 $3.00 $178.02
MINUS $3!!!!!!!!!!!!!!!

Customer
KZ
6/20/2005 11:07 AM
The transaction I was comlaining about was magically fixed and I don't hear a single word from you? How amazing!
You must be the fantom support.

Agent
Amin Taheri
6/21/2005 6:14 AM
Hello KZ,

Yes, I had the lead developer look into the issue a little more once he had some time. It was determined that the link to paypal was down at the exact second you did the transaction and thus we never got the notice from paypal, despite the rest of the process working. They fixed your balance - our appologies. I will go ahead and close the case now though as the issue is resolved, thanks again and have a great day!

Amin
Technical Support
www.enom.com/help
ICANN Accredited Registrar
====================================================
So, 8 days after I started the support ticket someone had some SPARE TIME and fixed my NON issue(up until then). In the meantime they tried to make me look stupid or crazy.
Thanks Enom. NOT!!!
Bye bye Enom.

 

[VisualDigits]

you should sue them, I didn't know they had such an awful customer support.

 

[dvdrip]

I read again and again this part:
Yes, I had the lead developer look into the issue a little more once he had some time.

 

[Leading Names]

What a joke. That's one of the worst examples of customer service I have seen, my pet dog could have done a better job. IMO, you are due a proper apology, by telephone or letter.

In fairness to Enom though, their support is usually pretty good.

- Rob

 

[mike031]

enom is a pretty big registrar... and there will always be at least one bitchy support tech that will be of little help, thats just life... nobody is perfect, not enom.. or godaddy... or network solutions... unfortunately it's just how it is, you can't do much but what you can do is keep your cool and hopefully everything will be ok.. the process can be long but your dealing with a well established company who is well known for a lot of good things.. don't hear much ripping off going on there... so it's pretty safe to say that the problem would of eventually been taken care off, with a little delay of course... but this things of this nature do happend every once in a while.....

 

[click55]

Sorry cant understand how they charged you "-$3.00 Refill Service Convenience Charge" if they didnt know you paid...... as they wrote "It was determined that the link to paypal was down at the exact second you did the transaction and thus we never got the notice from paypal"

 

[dvdrip]

I guess their system charges the $3 but they need to get confirmation from paypal that the money is in their account. But the right order is the other way around.

I got an email from Enom today:
======================================================
Earlier this week Amin (in Technical Support) escalated a software
problem whereby refills through PayPal were not getting credited
properly to your account. Although this has since been resolved, we do
apologize that it took so long to understand, isolate and correct the
balances.

Typically any discrepancy between the account balance and available
balance is usually a result of pending transfers; however, we didn't
research the issue as quickly as we should have. Please know that we
have informed our other technical support reps of this unusual problem.
By bringing this to everyone's attention, we can consider this a
possible cause if we see a similar case reported in the future.

Again, please accept our apologies for not handling the situation
sooner.
===========================================

 

[divaqs]

I am glad to see an acknowledgement and an apology from eNom.

Lately it seems like most companies just deny having done anything wrong.