The terrible customer service and support continues with Netregistry. After 7 years with them I have been let down badly. My website and tools have been unserviceable since Thursday 9 October 2014 with no fix in site. They simply do not care. I have called 3 times a day since the issue was initially raised. I just get rhetoric and hollow apologies (not even sincere).
In 27 minutes (just one of my interactions) achieved nothing:
( 4s ) Niko: Hello. How can I assist you today?
( 1m 39s ) Visitor: Ticket Number #00160420. My website www.corporatetrainingcompany.com.au
has been down since Thursday 9 October 2014. It is still down and my countless telephone calls, call centre staff escalating the case has not made a difference. When can i expect my website to be up and running again?
( 2m 17s ) Niko: I'm sorry for the inconvenience it has caused you Ross, but let me assist you
( 2m 28s ) Niko: One moment please while I'm checking your case number above
( 5m 2s ) Niko: Thank you for your patience
( 5m 27s ) Niko: Upon checking the case number, it is regarding your website developed on our sitebuilder
( 5m 42s ) Niko: however not showing over the internet when you publish it
( 5m 56s ) Visitor: Correct, outstanding since Thursday 9 October
( 6m 4s ) Niko: I understand, it was escalated to our senior support and you require an updates
( 6m 20s ) Niko: Please bear with me while I'm collaborating to my colleagues
( 8m 46s ) Visitor: Niko, I have already been told it has been escalated to a level 2 technician (Thursday afternoon), told it may take hours to fix (which has now become days) and yesterday I was told I would get a call between 10am and 12 noon (Friday 10 October) with an ETA. I never got the call even though this was a clear promise. I called last night and was told it had been escalated (which it already had been escalated). I still do not have any updates or an ETA. I am currently in the middle of a radio-media campaign telling people to go to my website (which has a DNS error). This is costing me $100/day (plus sales). I need an ETA on when the website will be back up.
( 10m 28s ) Niko: I understand where you are coming Ross, but let me check what I can do for you to get an update
( 10m 31s ) Niko: please bear with me
( 13m 30s ) Niko: Hi Ross, I'm still here checking with our senior support
( 18m 59s ) Niko: Thank you for your patience and I'm sorry for the long hold. We don't have an updates with that one Ross, but no worries, I'll follow up this one for you to our senior support to chase an update
( 19m 21s ) Niko: so we can get back to you via email or phone number you have provided asap
( 23m 43s ) Visitor: email: email@example.com. Sounds like nothing has been done since Thursday Nico. All I have got since last Thursday is "I will check", "It has been escalated", "we will get back to you with an update". This is terrible service. I have been with Netregistry for 7 years deserve better than this. I will await an email.
( 27m 7s ) Niko: I understand Ross, as much as I want to help you regarding the issue, I only have limited access regarding it, but rest assured that I'll follow it up for you
( 27m 23s ) Niko: so we can get back to you urgently for an updates
16 hours later and still nothing achieved:
4:12pm Sunday 12 October 2014
We appreciate your time and patience on this matter.
I understand you want to publish your website using our sitebuilder, however, we are still investigating the issue, and we apologize for the inconvenience it has caused you. No worries, at the meantime, we have restored our backup for your previous website for sitebuilder. Rest assured that once we have an updates, we will get back to you as soon as possible.
Feel free to reply back to this e-mail for further enquiries or clarifications. Cheers!
Netregistry Support Team
How hard is it to fix my profile. Netregistry host my service, provide the Sitebuilder for my service and own all the proprietary tools and infrastructure, yet it takes 4 days + and still no fix in site.
Do not use Netregistry!
Updates every 12 hours - stay tuned