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Worst Support Ever

Discussion in 'Netfleet.com.au' started by robert, Apr 19, 2017.

  1. robert

    robert Membership: Community

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    I am about to put together another in-depth blog post about my experiences with Netfleet, and how they continually pretend to "re-invent" themselves, only to sink back to their usual "we don't care about anyone" platform and money-collecting philosophy.

    But before I make mention of my upcoming post about them, (and ask for your input!!) I would like to give them a fourth chance at fixing my own personal one-week old problem, before I go to print.

    Hey, Netfleet support!!!
    This is the fourth (and now public) time I have reached out to you regarding the domain name I won 8 DAYS AGO on the Netfleet platform.
    MargaretRiverAccom.com.au
    As you can see from this screenshot taken today...

    [​IMG]

    so, yes... as you can clearly see, this domain name was last modified on the 10th April.
    That's 8 days ago!
    The day I won the name.
    And it says Netfleet are kindly holding it FOR ME.
    Well, I can't do anything with it until you actually give it to me. Give me what is mine, pretty please, with sweetener on top, for the FOURTH time.
    I have emailed you every 48 hours since then, ASKING FOR THE NAME THAT I NOW LEGITIMATELY OWN to appear in my account.
    I have emailed support@netfleet.com.au and also Nikki's personal email too, at least once.
    Dead air.
    I hope you do the right thing and get your act together.

    Other than that, I know I can't be the only one being ignored by them... being let down... and being sick of it...
    I ask that everyone reading this, please email me your recent Netfleet stories (good or bad) so they can appear in my upcoming public and factual blog article about them. Please let me know if you'd like to remain anonymous in the article, and I will respect your wishes.
    My email address is robert@dbr.com.au
     
  2. robert

    robert Membership: Community

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    Official auDA Complaint has now been submitted by me against Netfleet.
    Thank you for your recent submissions regarding Netfleet to me. If anyone else has anything they would like to say regarding their recent experiences with Netfleet, in regards to my upcoming blog article about them, please send them through.
     
  3. DnEbook

    DnEbook Membership: VIP

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    Hilarious, I just got ten Netfleet support messages from perhaps two or so years ago? Names I forgot I even had? Probably should have read at least one of them?
     
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  4. robert

    robert Membership: Community

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    Between Netfleet and auDA.... I don't know who is worse?
    Tomorrow marks one week since I lodged the auDA complaint and NOTHING HAS CHANGED.
    I will be phoning auDA tomorrow to check on the progress of my complaint against Netfleet.
    Anyone out there reading this - feel free to WHOIS the name I have been talking about all this time:
    MargaretRiverAccom.com.au
    It still says I am the Registrant, but with Netfleet "holding it for me" and using their holding email address, so I have NO control over the name.
    As mentioned, I emailed Netfleet support on 3 seperate occasions every few days and also emailed their new manager Nikki (who I really liked when she first came on the scene, but where is she now?).
    I have heard nothing.
    I'll let you know (for those who care?!) what auDA eventually say they are going to do about this tomorrow...
     
  5. robert

    robert Membership: Community

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    okay... the news today makes a lot of sense as to why they all may be "scrambling" over there!
    Still, I got name problems that I need sorted!
    The world keeps turning!
     
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  6. DomainNames

    DomainNames Membership: Community

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    auDA Member:
    Yes
    auDA supply complaints should be responded to in 5 business days under their published policy... Good Luck with that.

    https://www.auda.org.au/about-auda/our-services/submit-an-industry-complaint/

    Industry Complaints
    If you would like to lodge a formal complaint regarding a registrar or reseller, please click here.
    Submit an Industry Complaint
    Please use this form to lodge a formal complaint regarding a registrar or reseller.
    Complaints regarding a registrar or reseller may include:
    • if you are having trouble retrieving your .au domain name password
    • if a registrar or reseller has entered their own contact details for your .au domain name
    • breaches of the .au Domain Name Supplier Code of Practice.
    auDA will acknowledge receipt of your complaint within 5 business days.

    If your complaint is accepted, auDA will endeavour to conclude the investigation of your complaint within 30 days. auDA will contact you if further information is required or if the investigation is likely to exceed 30 days.
     
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  7. robert

    robert Membership: Community

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    Today is Day 6 and Thursday (tomorrow) will be Day 7.
    NO acknowledgement of complaint from auDA.
    NO support or care-factor from Netfleet support AFTER 17 days and multiple emails!!!!
     
  8. DomainNames

    DomainNames Membership: Community

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    auDA Member:
    Yes
  9. robert

    robert Membership: Community

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    I shouldn't have to go that far. If Netfleet can't respond to THREE support emails over 10 days... and auDA can't respond to an official complaint in 5 days... their systems are BROKEN. It also proves they DON'T CARE.

    That being said, here's an update on my name.

    Netfleet BLOCKED me from accessing the drops yesterday. The block message said, "You have an outstanding invoice, so you can't bid on the drops today!"

    The outstanding invoice was for MargaretRiverAccom.com.au - and there was NOTHING wrong with my card on file. They had finally decided to bill me for the name 17 DAYS AFTER I WON IT and more than 5 DAYS after I had submitted my complaint to auDA.

    I have the name now, but this whole thing is a joke.

    Netfleet didn't bother to apologise, they didn't bother to reach out and say, "oh sorry, we had tech problems" or anything like that. They simply blocked my account and sent me an invoice 17 days late saying PAY US.

    There is no doubt in my mind, Netfleet don't give one single shred of care-factor to any one of us. It's all about invoicing and collecting the money.

    I met plenty of international drop-catchers when I was in Vegas in January. I am being as pro-active as I can to help one of them to come in to Australia and knock NetFleet out of the park. Help them, by pointing them in the right direction in terms of policy. My reason being, is so that we have a drop catching service that actually CARES about their customers and runs a great system.

    One gets the feeling that Netfleet are just looking for a buyer, so they can get out of the drop-catching game, that they are clearly dominating, but don't care about. I doubt anyone will want to buy them, but if another drop catcher starts up in the next year or two and beats them, they won't be worth very much in any case!

    Shame on you, Netfleet.

    Worst customer support EVER.
     
  10. DomainNames

    DomainNames Membership: Community

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    auDA Member:
    Yes