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10|11|2007 10:43 pm EDT

DirectI puts customers and resellers to work to fix their billing problem

by Frank Michlick in Categories: Registrars

Michele Neylon is right, there is a downside to ultracheap registrars (and registrar solutions). Apparently DirectI, the creators of the LogicBoxes registrar system which also runs the infamous answerable.com registration system that manages a majority of the SnapNames registrars, has a problem with their billing system. Or rather, their billing system has a problem with the upcoming October 15th price increase for gTLDs. Especially with transfers. As you might know, transfers can take up to 5 days to complete once they have been submitted to the registry – so what to charge if the transfer was initiated before the price change and ends after the price change and your billing system cannot handle that? The solution is apparently easy: We cancel the transfer and ask you to resubmit it:

All the Pending gTLD Transfer Orders (i.e. orders that haven’t yet been executed) throughout your Reseller Chain will be canceled by the system on 12th October, 2007. These orders can be placed again by you / your Customers from 13th October onwards.

Also, the Transfer Orders that are currently in status ‘Awaiting Admin Contact approval’ will also be canceled by the system. These again, can be placed by you / your Customers from 13th October onwards.

So much for great customer service -> We’ll let you handle the problem we have with our billing system. You get what you pay for.

[via ISquatterYour.eu]

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7 Comments

Joe Davison

October 12, 2007 @ 1:08 am EDT

Actually, Moniker did this to me too…

Frank Michlick

October 12, 2007 @ 1:14 am EDT

Joe, I guess then it’s not just price that counts, but rather the technical capability of your provider.

/Frank

Team ResellerClub

October 12, 2007 @ 12:06 pm EDT

This is on behalf of ResellerClub.

ResellerClub (A Directi Business), apart from providing some of the lowest pricing in the industry for Domain Names and other Products, has always aimed at developing Reseller focused technologies and systems, enabling our Resellers to manage their business with ease. With the hike in the Registry price, we wanted to give our Resellers a great opportunity at saving costs and making the most of the low prices for Domain Names.

The Great Renewal Bash offered all our Resellers an even lower than usual price of just $6.29 to renew and transfer their Domain Names.

With The Great Renewal Bash ending today, we were keen to justify our position on how the incomplete orders, including transfers would function.

No Transfer Requests, irrespective of their status would be cancelled! Hence, even if the transfer is successful after the promotion, it would go through. Hence, even if the status is ‘Awaiting Admin Approval’, or ‘Awaiting Losing Registrar Approval’ or any other status, the transfer request would not be cancelled. Of course, transfer requests placed for but not paid for have been cancelled.

In case anybody has any questions regarding this particular case or any other aspect of our Reseller program, please feel free to get in touch with us at sales@resellerclub.com

Frank Michlick

October 12, 2007 @ 12:10 pm EDT

Dear Team Resellerclub:

Thank you for your comments. Are you saying you fixed the billing problem?

/Frank

Michele Neylon

October 12, 2007 @ 12:20 pm EDT

Resellerclub

Maybe you need to learn how to write clear emails or are you simply backtracking on your email from last night that I referenced and Frank linked to?

There is absolutely NO reference to any special deals in the email you sent. Here is what we got from you last night:

“Dear Reseller,

This is to notify you of the impact that the price hike will have on your gTLD (.com, .net, .info, .org, .biz) Transfer orders:-

All the Pending gTLD Transfer Orders (i.e. orders that haven’t yet been executed) throughout your Reseller Chain will be canceled by the system on 12th October, 2007. These orders can be placed again by you / your Customers from 13th October onwards.

Also, the Transfer Orders that are currently in status ‘Awaiting Admin Contact approval’ will also be canceled by the system. These again, can be placed by you / your Customers from 13th October onwards.

Please feel free to get back to us in case you require any assistance.

Warm Regards,

Team ResellerClub

It very clearly states that all pending transfers are going to be cancelled.

Regards

Michele

[…] it seems some are experiencing problems, especially transferring. Already I found at least one entry about domain registrar PublicDomainRegistry (formerly DirectI) experiencing […]

Team ResellerClub

October 16, 2007 @ 7:24 am EDT

“…Dear Team Resellerclub:
Thank you for your comments. Are you saying you fixed the billing problem?”

We were in touch with the Registry w.r.t. the pricing of Pending Transfers post the end of the promotion. Since we did not get a conformation from the Registry about the pricing, we informed our Resellers that all pending transfers would be canceled. I am sure you would agree that without a confirmation, if pending transfers would be processed, this would lead to a huge inconvenience for the both of us.

However, on receiving the confirmation from the Registry, we decided on passing on the benefit, though late, to our Resellers. On hind sight, an official email would have surely clarified things further.

We appreciate the feedback; it goes a long way in further improving our systems and ensuring a better business experience for our Resellers. Feel free to drop in any suggestions and feedbacks at sales@resellerclub.com. We truly appreciate it. :)

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