Just had a recent experience of why IT support is often seen in a poor light, I was consolidating my domain registrations and decided to move some from one account to another with the same registrar, should have been simple and was but I failed to read a warning that popped up much to my cost. The site was down for four days until finally we discovered that the domain transfer had wiped the zone records out.
I take a fair amount of the responsibility as I ignored the warning but it just didn't make sense, the registrars IT support staff though made it immersurably worse by being very unhelpful with standard responses that didn't get near helping me solve problem. There online help was also rubbish as it was more promotional than technically useful, I did finally get some help but from another company where the site was actually hosted and within hours everything was back.
To their credit the registrar did apologise following a complaint but is it too little too late? I can't see me leaving the domains with them as I have at least two other registrars who seem much better. I on the other hand kept the user who owned the site fully informed, admitted my part in creating the situation in the first place and will credit him with two weeks of free hosting to overcompensate him for any loss.
I learned some useful stuff as I had not previously even heard of a zone record and it will help going forward as I continue the process of consolidating the domains and the hosting provision to make ongoing management easier. Its only a small part of my business at the moment but there is potential for it to grow, that won't happen if I don't look after the customers I have. The old saying that its easier to keep customers than get new ones is very true.
Comments (0)waveplus 12 August 2009 23:29:41