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Oversee Support Working Overtime

June 10, 2012

It’s Sunday and in between trying to enjoy the weekend I’m also spending some time today on domain management.  I’ve been moving domains out of Moniker as they come up for renewal for the past couple of years, as I’ve come to encounter far too many technical difficulties which have made domain administration there a real burden.

Today I had another such experience, as the system refused to allow me to unlock several domains for transfer out.  This is not new, and it’s something I’ve banged my head against the wall on before.  Though it should be as easy as 1-2-3, I routinely find myself having to email Oversee.net support to resolve the issue and get domains transferred out.

This time, rather than ask for one or a few of the domains that I’m currently transferring to be unlocked, I decided to request for support to unlock ALL of my domains.  It was an act of desperation(Though they didn’t need to, as you’ll soon see)

Minutes later, I was midway through composing a tweet to further vent my frustration, to the effect, “if domain names and registrars had existed in Phillip K. Dick’s time, he would have written of Moniker. #FutureDystopias”.

Just then my phone rang, interrupting me.  I picked it up and was surprised stunned to hear an Oversee Support Rep of all people.  I received this call literally in under 5 minutes from submitting my support ticket, on a Sunday!

The Support Rep figured out that my domains continued failing to unlock for transfer because they were under auction transfer lock.  Its been many months since I’ve submitted any domains to Snapnames/Moniker auction, so I assume the auction locks had somehow failed to be automatically released when they should have.

It’s nice to see Oversee is making a real effort to improve their service, and I will give credit where credit is due.  Although I’ve been critical of their support in the past, (if not in writing, at least in my own mind), I really did appreciate the added level of assistance I received today. Thank you Oversee. Keep it up.

That said, no level of support would be enough to keep my domains at Moniker now.  In my opinion, the best customer service reps are the ones you never have to talk to.  I would suggest the company consider hiring a technical consultant of some sort to evaluate Moniker’s back-end system. For example, I’d start by getting an aggregate of customer’s Status Center reports which indicate a status of ‘FAIL’ and start working down the list to address the most common offenders.

Thanks for reading and enjoy the rest of your Sunday.

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