jdsabin1 Posted August 28, 2003 Posted August 28, 2003 (edited) Moving from my old host to TotalChoice has been painful from a domain transfer standpoint. The web space, etc was seamless which gets good reviews. Paying TotalChoice to transfer my domain name has been anything BUT good. I paid $10.95 to have TotalChoice help me transfer my Domain name since I had chosen TotalChoiceHosting to host my web site (obvious right?). When I got an e-mail from TotalChoice earlier, I was told in the e-mail to simply point my DNS names to your name servers and all would be taken care of. When I tried to do that, I found out through my registrar that since there was a transfer attempt on my account, I couldn't make the name change. When I checked further, I found out that a company named 'Wild West' had requested my domain transfer. Had I known that 'Wild West' was in fact driven by TotalChoiceHosting, I would have approved the transfer request. As it stood, I denied the request (not knowing what that was for) and only then was I able to change the name server addresses to point to TotalChoiceHosting and finally have my web site work via TotalChoiceHosting just this morning. In the meantime, I waited days while Network Solutions tried to figure out why I couldn't change my name servers from my old host to TotalChoice. At one point while questioning this via support channels I was told to contact someone else within TotalChoice as they couldn't help me with this aspect. How big is TotalChoice anyway? Customer service means routing the problem internally rather than putting the responsibility back on the customer IMO. I needed help, I didn't get any. In retrospect, when a customer requests a domain transfer, TotalChoice would be wise to send an e-mail to the customer telling them that 'Wild West Domains' would initiate a transfer request to have the domain transferred. The entire time (based on the previous e-mail I discussed) I was led to believe that all I needed to do was change my name server routes. This was true, but what I wasn't aware of was the fact that a domain transfer was much more than that. The fact is a lot of us are not internet savvy when it comes to all of this and it seems like there were some assumptions made that helped create all this confusion. The bottom line? I would like my $10.95 back that I paid for this whole fiasco. The communication was terrible, there was very little follow through, and I was left in the dark the last week trying to struggle through all this on my own. Thank you, Jeff Sabin Edited August 28, 2003 by cerealkeeler
Head Guru Posted August 28, 2003 Posted August 28, 2003 First of all, sorry you had a bad experience with my company. However, several points you failed to 'note' in your nightmare story. I will point them out for you, since you omitted them. When I got an e-mail from Total Choice earlier, I was told in the e-mail to simply point my DNS names to your name servers and all would be taken care of. When I tried to do that, I found out through my registrar that since there was a transfer attempt on my account, I couldn't make the name change.I assume your referring to the Welcome Email we sent you when your hosting account was provisioned. Fact of the matter is, you requested a domain name transfer before you attempted to move the domains DNS. The moment you made payment on the domain name transfer our registrar 'Wild West Domains' initiates a transfer request to the current registrar of the domain. Now, how is it the fault of my company that you requested the transfer, then realized you did not need to pay a transfer fee and could simply point the domains DNS. We go above and beyond giving detailed tutorials on moving DNS. In fact we even have flash movies that show in detail how to do this. Had I known that 'Wild West' was in fact driven by TotalChoiceHosting, I would have approved the transfer request. As it stood, I denied the request (not knowing what that was for) and only then was I able to change the name server addresses to point to TotalChoiceHosting and finally have my web site work via TotalChoiceHosting just this morning. The email sent to you about approving the request had totalchoicehosting.com in the body of the email. All you had to do was click on the link approving the transfer, the information was all contained in the request to transfer email. Including the fact the totalchoicehosting was requesting the transfer. In the meantime, I waited days while Network Solutions tried to figure out why I couldn't change my name servers from Hostsave to TotalChoice. At one point while questioning this via support channels I was told to contact someone else within TotalChoice as they couldn't help me with this aspect. How big is TotalChoice anyway? Customer service means routing the problem internally rather than putting the responsibility back on the customer IMO. I needed help, I didn't get any.I am not one to disagree with my customers, but this statement is UNTRUE. On 24 Aug 2003 02:05:19 PM you placed a support ticket into our support desk. I wont go into the details of the ticket, as this is private between you and totalchoice. However @ 24 Aug 2003 02:28:58 PM, your ticket was responded to. Then @ 24 Aug 2003 03:01:28 PM you opened another ticket and it was responded to @ 24 Aug 2003 03:22:29 PM. Both replies from my tech people were concise and gave you clear concise answers. Also, for a company that in your view doesn't give support we answered your inquires in 33 minutes and 17 minutes. In retrospect, when a customer requests a domain transfer, TotalChoice would be wise to send an e-mail to the customer telling them that 'Wild West Domains' would initiate a transfer request to have the domain transferred. As I stated the transfer request has totalchoicehosting.com on it. The fact is that you inquired to Network Solutions on this issue and they responded to you with 'Wild West Domains". The entire time (based on the previous e-mail I discussed) I was led to believe that all I needed to do was change my name server routes. This was true, but what I wasn't aware of was the fact that a domain transfer was much more than that. The fact is a lot of us are not Internet savvy when it comes to all of this and it seems like there were some assumptions made that helped create all this confusion.It is made very clear in several areas of our web site, that you can simply re-point the DNS to our servers. Its listed in our FAQ, we even have flash movie tutorials on this very subject. It is also listed right here in these very same forums and can be found here. Change DNS The bottom line? I would like my $10.95 back that I paid for this whole fiasco. The communication was terrible, there was very little follow through, and I was left in the dark the last week trying to struggle through all this on my own. Whilst, I respect you and your request for a refund on this failed transfer, it is worth noting that you were never left in the dark and you were never on your own. This is proved by the responses to your support tickets and this Post by you.. You will note that we again responded to your postings within minutes. In fact Posted: Aug 24 2003, 03:03 PM and responded to Posted: Aug 24 2003, 03:09 PM. As far as the refund goes, I have no problem refunding your money. Even though I feel this isnt the fault of my company.
jdsabin1 Posted August 28, 2003 Author Posted August 28, 2003 EDIT: In reviewing my e-mails again, and the verbiage I used, I may have come across too harsh in my explanation as it related to the service Total Choice provided me. Frankly I was frustrated about the entire thing, and there were other parties involved that didn't help me like I would have hoped either. I still believe there are some things Total Choice can do to help alleviate this situation for their customers if it ever comes up again and I hope they consider them. -Jeff We go above and beyond giving detailed tutorials on moving DNS. In fact we even have flash movies that show in detail how to do this.I viewed the DNS move tutorial and did exactly as you instructed actually. When someone pays you a fee for a domain transfer, I would expect an e-mail stating that the registrar you use, or own, or whatever the case may be, will be the one handling this and that I should expect, as owner of the domain, to receive a notification from my current registrar that the domain has asked to be transferred, and that the requestor - 'Wild West Domains' was you. The email sent to you about approving the request had totalchoicehosting.com in the body of the email. All you had to do was click on the link approving the transfer, the information was all contained in the request to transfer email. Including the fact the totalchoicehosting was requesting the transfer. Simply not true. The link I clicked on took me to Network Solutions where it said nothing about TotalChoiceHosting. In fact I tried to research Wild West Hosting and didn't see the Total Choice Hosting association. Granted I didn't thoroughly scour the Wild West Domain site, but quickly glancing at it, I didn't see it. If another e-mail was sent that had Wild West Domains and Total Choice Hosting together in it, I didn't receive it. Trust me, I wanted my site to be working well before now so I have no reason to lie about that. I am not one to disagree with my customers, but this statement is UNTRUE. .... Both replies from my tech people were concise and gave you clear concise answers. Also, for a company that in your view doesn't give support we answered your inquires in 33 minutes and 17 minutes.I didn't say anything about your company not offering support did I? I stated that one of your responses was that I needed to contact someone else within TotalChoiceHosting to get my problem resolved. You don't agree? Fine, I will post the e-mail response that I got telling me to do exactly that. My point was rather than reply like that, send me on to a tech who *can* help me within the company. Bottom line -- did you respond? Yes. Did you tell me that I contacted the wrong person? Oh yes you most certainly did. It is made very clear in several areas of our web site, that you can simply re-point the DNS to our servers. Its listed in our FAQ, we even have flash movie tutorials on this very subject. It is also listed right here in these very same forums and can be found here. Change DNS It appears that in your fit of rage toward me *THE CUSTOMER*, you failed to read my previous email thoroughly when I said I TRIED to change the domain name servers several times (yes like your site so gloroiously displays everywhere), and since the transfer was pending, I could not change it. Out of curiosity, did you know that when a domain name transfer is underway, apparently the domain name owner cannot change DNS name servers. That may be something you want to add in your airtight documentation. In summary, I don't care who's fault this is. If you want me to shout it at the rooftops that this wasn't your problem to deal with, fine. I asked for a refund based on the issue at at hand, and feel like I deserve one. You may want to realize that not everyone has stellar experiences with your company. If you ask for truthful feedback about your company on a public forum, you're going to get both good and bad. Berating your customers in front of the world, while may make you feel better about yourself, probably doesn't make you appear to be well versed in the art of customer service. *shrug*
TCH-Dick Posted August 28, 2003 Posted August 28, 2003 (edited) Berating your customers in front of the world, while may make you feel better about yourself, probably doesn't make you appear to be well versed in the art of customer service. I don't wish to start a flame war, but it seems that you need to realize that no one was berating you. You make a post in a public forum(most likely to make you feel better about yourself) that should have been dealt with in a private setting. When you openly make accusations to anyone,not just here; expect a response that might just ruffle your feathers. I don't know of any company that will stand by idle in a situation like this and not defend themselves. But I digress... Welcome to the TotalChoice Hosting and I hope you will spend some time here to see why this forum is called the Family Forums. Edited September 15, 2004 by TCH-Dick
jdsabin1 Posted August 28, 2003 Author Posted August 28, 2003 You make a post in a public forum(most likely to make you feel better about yourself) that should have been dealt with in a private setting. Ahhh I see. Unless it's to kiss TCH feet and praise them regarding their greatness, compaints are better left in private? In case you didn't see the forum's subject line, it's 'Review Of TotalChoice (tell it like it is)'. It doesn't read: 'Review Of TotalChoice (unless you have a complaint and then don't post anything here). How is posting the problem I had making me feel better about myself? A company defending themselves is one thing, to respond in the manner that the reply was formulated was quite another IMO. At any rate, I already said I may have been quick and harsh to judge. I definitely have a few choice words for you but I believe I *WILL* do that in private. Looks like I'm digressing too. Cheers!
Head Guru Posted August 28, 2003 Posted August 28, 2003 If I order a Big Mac, and McDonald's gives me a Fillet of Fish what should I do? Well, I am the customer after all. I could, stand in the middle of the street and scream"I want my Big Mac", or I could simply walk inside and politely ask for the manager and get my Big Mac. Jeff choose to stand in the street and scream. He screams whilst I eat my Big Mac. It's just how one views a post. Your post is inaccurate. I felt it was attacking in its very nature. These are public forums. If you show up and make a posting that is derogatory towards TotalChoice and I feel its unfounded, then I will defend the company. Bottom line is email me for you refund bill@totalchoicehosting.com If you don't like the service, take advantage of our 30 day money back system. You made your comments and thats that. Thread closed!
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