RE: [DNS] Bottle Domains - transfer issues URGENT HELP PLease.

RE: [DNS] Bottle Domains - transfer issues URGENT HELP PLease.

From: Adam Matthews <adam§echo-host.net>
Date: Sat, 19 Mar 2005 20:43:47 +1100
Barry,

I have had no problems with Bottle at all. And am not disputing that their
system is great. 

I think the main problem with the Planet system was in inaccurate accounting
data it provided. We at one stage had $500 credit in our account, the next
we had -$230. The guy in charge of coding the system admitted that there was
a problem, yet did nothing to rectify the problems I had, telling me for
some reason that he couldn't give me domains for free, not sure how he came
to the conclusion that we would have domains for free, but not much else he
said made ay sense either.

It is not just I that has problems with the system I am sure, the guy I
spoke to admitted that there were numerous problems with the system. Also
whilst renewing a domain name recently the system decided to renew it for
two years, as opposed to the one that I specified and charged me for both, I
didn't even bother following this up because I would know I would get the
same response as before "we know there are problems, but we wont do anything
to fix the current issue" and it was only going to waste more of my time. I
think the example of me not bothering to do anything is reason to believe
that the problems are indeed plentiful. I can assure you that if you were in
my position you would not be satisfied with the level of service you had
received. 

Regards,

Adam Matthews

-----Original Message-----
From: info&#167;australianwebsites.com [mailto:info§australianwebsites.com] 
Sent: Saturday, 19 March 2005 8:27 PM
To: dns&#167;dotau.org
Subject: Re: [DNS] Bottle Domains - transfer issues URGENT HELP PLease.

Adam,

I think you will find that Bottle Domains uses their own system for
sending out renewal reminder emails to their customers so Planet
Domain really had no possible involvement in sending out renewal
reminder emails anyway in this case.

You can ask Bottle Domains if you want to confirm this.

Re - your statement: "considering the past issues that I have had with
the planet system."

Would you like to enlighten us all with some specific examples of your
experience re the service provided to you by Planet Domain apart from your
statement that

"Murray Kester our "Account Manager" never replies to any emails or
questions we have."

It appears from your statement above and the use of the words "never"
and "we" that Murray has not replied to a single one of any of the
emails sent by you or any of your staff for the whole period of 2 years
that you have been a reseller with Planet Domain.

If you can confirm for us all the truthfulness of your statement above
I am sure we would all be very interested and probably amazed by the
level of service you have received.

How many emails exactly would you say that you and your staff
sent to Murray Kester over a period of 2 years?


Regards

Barry Armstrong









  ----- Original Message ----- 
  From: Adam Matthews 
  To: dns&#167;dotau.org 
  Sent: Saturday, March 19, 2005 4:42 PM
  Subject: RE: [DNS] Bottle Domains - transfer issues URGENT HELP PLease.


  Ron,

  I am with Bottle Domains and Online Nic and use their systems without any
  difficulties. The only reason I am still with planetdomain is those
clients
  who register for multiple years and also those who re register their
domain
  once it is too late to transfer to another registrar. 
  So Ron, my actions do not belie my words, also the amount of phone calls
to
  their tech support is another proof of the roblems they cause. And they
  don't deny it.

  -----Original Message-----
  From: Ron Stark [mailto:ronstark&#167;snapsite.com.au] 
  Sent: Saturday, 19 March 2005 5:34 PM
  To: dns&#167;dotau.org
  Subject: RE: [DNS] Bottle Domains - transfer issues URGENT HELP PLease.

  I too thought the question first raised was to do with a client's need to
  get their domain back and active.  It's not helpful for Adam Matthews to
  grab the opportunity to air some personal issue he has with Planet Domain
in
  general or with Murray Kester in particular.

  If the service is so bad and unresponsive, why on earth would Adam still
be
  their reseller after 2 years?  His actions belie his words.  Maybe Adam
has
  another problem altogether.

  Like Barry Armstrong I too have found Planet Domain strongly focussed on
  helping their resellers do more - and better - business.  I have also
found
  their systems effective and continually being improved for the benefit of
  _all_ their resellers.

  Ron Stark

  :  -----Original Message-----
  :  From: info&#167;australianwebsites.com 
  :  [mailto:info&#167;australianwebsites.com] 
  :  Sent: Saturday, 19 March 2005 4:06 PM
  :  To: dns&#167;dotau.org
  :  Subject: Re: [DNS] Bottle Domains - transfer issues URGENT 
  :  HELP PLease.
  :  
  :  Hi Jim,
  :  
  :  I am unsure how a minor mention in your long email to Planet 
  :  Domain elicited the completely irrelevant and unhelpful 
  :  response from Adam Matthews about the reseller system 
  :  provided by Planet Domain.
  :  
  :  Its a little sad that this list often contains such a high 
  :  volume of irrelevant and often ignorant and vague comments 
  :  that I, and I am fairly sure others, only find the time to 
  :  read regularly the domain name, WSIS & governance news,
  :  
  :  the one consistently intelligent, informative and useful 
  :  item this list contains.
  :  
  :  In the over 3 years I have been a reseller with Planet 
  :  Domain I have found
  :  
  :  their focus on ethical standards, customer service, and 
  :  service to their
  :  
  :  Resellers to be of a very high standard. Murray Kester in 
  :  particular has
  :  
  :  always been extremely helpful and responsive.
  :  
  :  Re - your issue. Once a TLD is past the expiry date there is 
  :  no chance
  :  
  :  of a transfer to another registrar being successful if 
  :  initiated after the
  :  
  :  expiry date. If already expired a TLD needs to be renewed 
  :  for at least
  :  
  :  1 year first.
  :  
  :  It sounds like the domain expired, then eventually became an 
  :  available
  :  
  :  domain and was subsequently registered by a new owner.
  :  
  :  At this late stage I can only suggest to try contacting the new owner
  :  
  :  of the domain and negotiating a price if they are willing to 
  :  sell the domain
  :  
  :  to your client, or alternatively if for example it was a .com domain,
  :  
  :  your client may be able to register the same or similar 
  :  domain with a .com.au
  :  
  :  extension and forget the .com domain, until around the time its
  :  
  :  due for expiry again and if it becomes available again your client
  :  
  :  can register it again.
  :  
  :  
  :  
  :  Regards
  :  
  :  Barry Armstrong
  :  
  :  
  :  
  :  
  :  
  :  
  :  
  :  
  :  
  :  
  :    ----- Original Message -----
  :    From: Adam Matthews
  :    To: dns&#167;dotau.org
  :    Sent: Saturday, March 19, 2005 12:52 PM
  :    Subject: RE: [DNS] Bottle Domains - transfer issues URGENT 
  :  HELP PLease.
  :  
  :  
  :    Jim,
  :  
  :    I have not ever had a proble with Bottle Domains at all, 
  :  however I noticed
  :    that you referenced Planet Domain in your email. Their 
  :  reseller system is
  :    very much below standard. Constant errors, which aren't 
  :  rectified over the
  :    past 2 years that I have been with them, their technical 
  :  support team tell
  :    me that it will e fixed which it never is. Murray Kester 
  :  our "Account
  :    Manager" never replies to any emails or questions we have.
  :  
  :    Anyone else have problems like these with Planet?
  :  
  :    Regards,
  :  
  :    Adam Matthews
  :  
  :    -----Original Message-----
  :    From: Jim Stewart [mailto:jim&#167;jimstewart.net]
  :    Sent: Saturday, 19 March 2005 1:15 PM
  :    To: dns&#167;lists.auda.org.au
  :    Cc: nick&#167;bottledomains.com.au
  :    Subject: [DNS] Bottle Domains - transfer issues URGENT HELP PLease.
  :  
  :    Hi all, 
  :  
  :    A client of mine had a domain expire that was registered 
  :  with bottle
  :    domains.
  :    According to my client they had no notification from the 
  :  registrar that
  :    it was about to expire. This may have been an old email 
  :  address issue
  :    attached to the domain. When my client contacted bottle he 
  :  was told that
  :    several voicemail messages had been left warning him about 
  :  expiry. My
  :    client does not have voicemail - so he found this odd. He 
  :  then tried to
  :    renew the registration via the website but was unsure if 
  :  payment went
  :    through or not. I did a whois on it and it was still 
  :  showing the old
  :    expiry date. So I told him if payment had gone through it 
  :  had certainly
  :    not been updated. 
  :  
  :    My client was getting very concerned as his website was 
  :  off the air. He
  :    was unhappy with the service at Bottle so I told him he 
  :  could transfer
  :    his domain to another registrar if he wanted to. As price 
  :  was a driving
  :    motivator for him I recommended aplus.net. He registered 
  :  with them but
  :    as the domain's status had gone into redemption it went 
  :  into 'pending
  :    transfer' status at aplus.net. I explained to him that, 
  :  depending on the
  :    registrar it could take up to 60 days for the transfer to 
  :  go through. 
  :  
  :    The 60 days were up lastweek. Today I did a whois lookup. 
  :    whois xxxxxxxxxxx.com
  :    [Querying whois.internic.net]
  :    [Redirected to whois.hostlane.com]
  :    [Querying whois.hostlane.com]
  :    [whois.hostlane.com: Name or service not known]
  :    [Unable to connect to remote host]
  :  
  :    Firstly I rang aplus.net . They said that there is an 
  :  error with the
  :    transfer and suggested I contact hostlane. My client has 
  :  never heard of
  :    hostlane and they are not affiliated with aplus (according 
  :  to aplus). 
  :  
  :    I contacted hostlane via their chat service. 
  :  
  :    You are now chatting with 'Eugene'
  :    Eugene: Hello, you have reached the Web Hosting CHAT 
  :  Technical Support
  :    Center. Please wait one moment while I verify your 
  :  customer information.
  :    Eugene: According to the information I have Hostlane is 
  :  your registrar
  :    company.
  :    Jim: We have never registered with you
  :    Eugene: For more information I would recommend you to contact our
  :    customer service department by phone: 360-449-5948 or email:
  :    jons&#167;dotster.com
  :    Jim: Do you have  XXXXXX XXXXXX registered as the contact for that
  :    domain?
  :    Jim: He is my client
  :    Eugene: One moment please.
  :    Eugene: I was not able to find this domain in our database.
  :    Jim: So - why did you tell me " Hostlane is your registrar 
  :  company."
  :    Jim: When I do a whois lookup
  :    Jim: it throws an error from whois.hostlane.com
  :    Eugene: Just a moment please I will check it once more
  :    Eugene: We use several whois systems and using one of them 
  :  I was able to
  :    replicate this error but according to the other one I get 
  :  the following
  :    results:
  :    Eugene: Domain Name: XXXXXXXXXXXXXX.COM
  :    Eugene: Registrar: HOSTLANE INC.
  :    Eugene: Whois Server: whois.hostlane.com
  :    Eugene: Referral URL: http://www.hostlane.com
  :    Eugene: Name Server: No nameserver
  :    Eugene: Status: ACTIVE
  :    Eugene: Updated Date: 16-mar-2005
  :    Eugene: Creation Date: 16-mar-2005
  :    Eugene: Expiration Date: 16-mar-2006
  :    Jim: wow
  :    Jim: this is not good
  :    Jim: Do you have an affilliation with Planet Domains or 
  :  Bottle Domains
  :    or iPrimus in Australia?
  :    Jim: or Aplus.net?
  :    Jim: I can't work out how the domain ended up with hostlane
  :    Eugene: Please hold on a moment while I will figure it out for you.
  :    Jim: thanks
  :    Eugene: Thank you for holding. I am still researching your 
  :  issue. Please
  :    wait a moment and I will return momentarily.
  :    Jim: ok no worries
  :    Jim: thanks mate
  :    Eugene: Sorry for the delay. Unfortunately I was not able 
  :  to figure out
  :    if we have affiliations with these companies. In order to get more
  :    information on this issue I would recommend you to contact 
  :  our customer
  :    service department(customercare&#167;custhelp.com) I suppose 
  :  they will be
  :    able to provide you with more information. Sorry again. 
  :    Jim: I think I may have to contact ICANN
  :    Jim: this is very weird indeed
  :    Jim: So basically are you telling me there is nothing we 
  :  can do with the
  :    domain from your perspective?
  :    Eugene: Ok
  :    Jim: Does your system even have an owner connected to the domain?
  :    Eugene: At least technical support department is not able 
  :  to help you
  :    with this issue. That is why I recommended you to contact customer
  :    service.
  :    Jim: Ok
  :    Jim: do you think I would have more luck if I phoned rather than
  :    emailed?
  :    Jim: This is very urgent you see.
  :    Jim: My clients site has been down for a month now
  :    Eugene: I understand. But unfortunately they are not 
  :  available 24\7. It
  :    is 8:30 pm here. Please try to contact them during busyness hours.
  :    Eugene: They are available from Monday to Friday 9 am - 6 pm. I
  :    apologize for any inconveniences this may cause.
  :  
  :    I have left a message with bottle but I have not heard 
  :  back from them
  :    yet. Please understand I have no knowledge of the bottle 
  :  domains service
  :    and therefore I am not critiquing them in anyway nor do I hold any
  :    opinion of their service. My client just needs his domain 
  :  live NOW. 
  :  
  :    Can anyone shed any light on this issue? 
  :  
  :    Thanks
  :  
  :    Jim Stewart
  :    Director
  :    Stew Art Media P/L
  :    IM: jimbooter&#167;HOTMAIL.COM
  :    SKYPE: JIMBOOT
  :    ICQ: 7886979
  :    AIM: jimb00t
  :    Yahoo: j_a_stewart
  :    http://stewartmedia.biz 
  :  
  :  
  :  
  :    
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