Major Destruction To Our Business
If you are a frequent reader of my blog or one of my customers perhaps you have noticed that since Monday afternoon till about 4 PM yesterday most of my “known” and business associated sites we not accessible.
Reason for this is simple – my DNS registrar screwed up big time by misunderstanding my request and making changes on my account, which due to other technical issues they experience I was unable to undo. This one mistake resulted in over 12 hours outage to my business sites! And as result of this one I have a lessons learned I want to share…
Domain Name Registrar Support
This one is HUGE! From now on I will NEVER buy a domain name from registrar that doesn’t provide phone support and will be migrating all my business domain names from Namesecure to my new choice – NoMessDNS.com
24/7 Phone Support and knowledgeable stuff behind it.
As I have learned during this fiasco my preferred registrar NameSecure has stopped providing phone support since last time I needed to use it.
You see, I’ve been hosting my domains with them for quite a few years and this one was first major problem but when it hit me – I have learned quickly that the only support option I have is email and sometimes it can take as long as 24 hours, even if the issue was introduced by their support!
Not Acceptable!
Phone support is a MUST even if its only during the business hours but you need to have access to live person in order to undo any mistakes they might have made through miscommunication or misunderstanding.
When mistake kills your business – simple “I’m Sorry” from support stuff just will not do!
Registrar Options
While most of them will give you ability to change your own DNS Servers etc, this is what became the initial cause for the problem for me in first place.
For some reason I was unable to change DNS servers for several of my domains and that included one that I was trying to move to my hostgator account. I have opened a problem ticket and notified Namesecure of the issue.
Tech escalated the problem and stated he can do the changes for me, so I replied to his email and requested ONE specific domain name DNS servers to be changed to hostgator and then provided him with list of domains I’m unable to make changes to for the previous escalation.
Been a helpful chap the tech changed ALL the domain names I provided to hostgator DNS servers, which effectively killed my business for over 12 hours since it took him that long to get to my immediate response with cry for UNDO that ASAP.
This was a rather rare predicament and first time it happened to me and I’ve been with those guys I think for 9 years.
Lesson learned – move my business critical domains to registrar where I can get immediate access to support – NoMessDNS.com.
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About The Blog Author
Alex Sysoef is an IT Consultant, Internet Marketer and ProBlogger who shares his passion and knowledge of WordPress, SEO, Social Media and traffic strategies on his blog WordPress Howto Spotter. Connect on Twitter or Facebook
8 Responses to “Major Destruction To Our Business”
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[...] Original post by TheSpot-er [...]
Sorry to hear about the problem Alex and yes being able to contact a real person is one of the things we all must look for in amy of the service parts of our business. Things like hosting, domain registration and your autoresponder. Problems with any of these literally shut the doors on our business when the rare thing goes wrong.
Most of the time it won’t matter but when the problem hits you appreciate those that you can reach.
Mike Paetzolds last blog post..Something a bit different – now will it work?
Exactly my point – I was quite happy with NameSecure and even recommended them to my clients – they have been reliable and simply worked – but when issue came up, it shut down my business and nothing I could do but wait.
Not acceptable and my advice to custoemrs is changing in a hurry. I simply can’t recommend them any more after what I had to deal with.
Twitter: barbaraling
says:
Owies! I feel your pain bigtime and am glad you got your sites back up. My provider, http://www.newwebsite.com , has been sterling now for the 5+ years I’ve used them. I always recommend them.
Barbara Ling, Virtual Coachs last blog post..2 Tier vs. 1 Tier Affiliate Marketing programs
Thanks Barbara,
It is a nightmare and a lesson learned! We have actually decided to take it a step further and formed a more solid relationship with Domain Name registrar. Service I mention I’m moving to is under my control now.
It is part of the partnership and will be also part of our business offer to customers, but only after I spend time checking the parent company out and learned that their phone support just as great as their service offerings.
A Win-Win.
Welcome back!
Andrew Gouldings last blog post..Wouldn’t It Be Nice?
I’ve been with ENOM for 4? years now, and haven’t had a lick of trouble with them. The couple of times I’ve needed to contact support, which were for non-technical issues (since everything’s been working fine, LOL) they got back to me within a couple of hours. For a domain registrar, that timeframe is fine w/ me.
Glad that you have resolved it and moved forward through the experience !! That is awesome.
Oucch! glad everything got sorted. You’re right speaking to a live person is essential and something a lot of people would take for granted.
I learned from your mistake. Thanks or should I say Sorry.
Sebastiens last blog post..Create Your Own Microblogging Group with Flokio.com