I hate Network Solutions. So much, I’m not even going to make those words link to their site, like I usually do with people/companies I mention here.
This is an old hatred, dating back to my first domain, wakingdream.com. When I first decided to get my own domain, I went with a highly recommended host. (I hate them enough to not even mention them here for fear of generating any traffic for them, though it seems they’re defunct now anyway. Wonder why. *smirk*) They handled all of the domain registration, contact information, etc, set up. And 3 years and another host later, that’s still coming back to bite me in the ass.
Being the fickle woman that I am, less than a year after getting my domain, I wanted a new name. Dale agreed, and my former boss liked wakingdream.com, so we agreed to sell it to her. Cheap. It took over a year to make the transfer final. Joy and I went through the website, followed all the instructions, printed and filled out the forms, had a notary public witness us signing them, and snail mailed them to Network Solutions.
In the mean time, I contacted Hated Host and told them to register the new domain for me, then switch it for wakingdream.com and cancel the hosting for the old domain. Three days later, midnightgarden.com was still unclaimed. I called back. “Oops.” They finally got my new domain registered and ceased hosting my old, but they continued to bill me for wakingdream.com. For 4 months.
Shortly after that, the ownership transfer was refused. No reason given, just that there was something wrong with the form. We were a little screwed by then, because I could no longer access wakingream.com email to resubmit the form or to update my contact info. So we called Network Solutions to find out what to do. I ended up faxing in a letter explaining the email problem, along with a copy of my driver’s license. We got confirmation of the change so we went through the whole domain ownership transfer process again.
Then I moved halfway across the country. And then Joy contacted me to let me know the paperwork had been rejected again. Still with no explanation of what was wrong. Can you believe it took dozens of phone calls by me and Joy before we finally got someone who could tell us that the problem was that I was using an incorrect Authorization Scheme to identify myself? Apparently, Hated Host set up a different Auth Scheme than I’d thought and had never bothered to TELL ME. By this time I was also married and my name had changed, so I had to fax in a letter (on letterhead*) explaining the problem and my request, and a copy of my driver’s license, AND a copy of my marriage license. I made sure to include a request to change my Auth Scheme.
We got the confirmation a few days later, just in time for Joy’s birthday, and something like a year after we’d made the first attempt. Around that same time, I was also switching my host because I was absolutely fed up with Hated Host. I was really into tracking my traffic and stats then, and they’d randomly dump my logs. They shut down my message board. They were a pain to contact for tech support. So, we shopped around and decided on OLM.net. (For the record, we LOVE them!! I highly recommend them. Great prices, all the access I want, and more space than I can fill.) I got set up there, then began the process of transferring my website.
I contacted Hated Host and told them to cancel my account on specified date. *sigh* Again, 4 months later, they were still billing me. And this time, the charges couldn’t just be credited towards future bills. It took repeated calling and I think a few threats before they finally refunded my credit card.
BAH! I HATE YOU, HATED HOST!!!!
So, you may be wondering what led to this rant today, if all this happened so long ago. (More likely you’re not, but this is my space so I can rant if I want.) Well, a few days ago I decided to update my contact information. New address and phone, etc. So, I filled in the form and emailed it off as instructed. Yesterday, I got a bizarre email that had me initially thinking someone was trying to steal my domain. The subject line had my name and NIC handle listed, but the contact info form was for some person in Switzerland! I checked the mail over carefully, and reached the conclusion that an email from soneone else was pasted into the response from me, ’cause at the bottom was my form and request.
I didn’t want to reply to this email for fear of messing up either my or the other person’s info, so I decided to call Network Solutions today.
At first I thought they were being sneaky. I dialed the number I’d saved, and got a completely different company. I bitched to Scott about it. Then I realized I was dialing the Austin area code. *blush* So I tried again and got Network Solutions. And transferred into a phone menu. There wasn’t an option for “NS is sending me weird spliced email,” so I picked what seemed closest. And waited. And waited. And waited. 20 minutes later, I got some Customer Support guy who tried to tell me that the problem was that I had used the other person’s NIC handle in my request.
Uh, I don’t think so. Even if I typoed, mine is 3letters2numbers. The other person’s is 2letters4numbers. Not even same letters or numbers. Plus, why did one email contain change requests for TWO people? He had no clue, so he said I needed to talk to someone in tech support and transferred me. That wait and call were much shorter because the tech guy said he worked on the WORLDnic side, and I needed tech support for the INTERnic side. He gave me a number (no transfer?!) and it was another long distance number.
*sigh* I called the new number. And got a looping phone message that suggested I “call back between 7 and 9 a.m.” for quickest response. A two-hour window??
I called the first number again. Got the receptionist. Said I needed someone from Internic tech support. I got the same menu as the first time. Hung up. Called again. Got the receptionint. Asked politely for a supervisor. Got transferred into the same friggin’ menu system! Hung up. Called again. Same bimbo. Forcefully, but politely said, “I need a supervisor and don’t transfer me into the menu because there isn’t an option for my problem which is a security issue with my account!” A pause, then, “Hold, please.”
Miraculously, no menu. But I spent another 10 minutes on hold, then got Eric. I highly doubt he was a supervisor, but he listened to my problem (explained in a voice near cracking from frustration), laughed at seeing the other person’s info in my email, and guessed that person may have mistakenly used an incorrect tracking number for their form, which just happened to be mine. Other than that, he had no explanation.
He did tell me that the reason the change request hadn’t gone through yet was because I was using the wrong Auth Scheme. (This sound familiar?) Apparently, though they’d updated my name/address/phone after the last fax, they hadn’t changed my Auth Scheme. Eric told me I’d have to send another fax, gave me his full name, fax number, and what I needed the fax to contain (which included a copy of my driver’s license, again.) He didn’t say it needed to be on letterhead, but I went ahead and quickly made some in Word.
I guess I’ll check next week and see if all the changes were made as requested. Boy, I can’t wait to update the contact info on my three domain names!
I hate Network Solutions.
* Letterhead?
“But, this is a personal website. I don’t have letterhead.”
“Uh…. well, could you make some up in Word or something? We have to have the request on letterhead.”
*siiiiiiigh*
“Yeah, sure.”