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Enom Issues Customer Support Apology

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It is not often that a company issues a public apology, but Enom apologized for poor customer service in a tweet yesterday afternoon:




Earlier this year, Tucows acquired Enom from Rightside, and it appears that the company has been making efforts to create a better user experience for Enom customers. In the meantime, the company acknowledged that it has not been able to offer up the customer support that should be expected. From a  blog post  that was published yesterday on Enom's website:
"Tucows makes it a priority to set the bar for Customer Support in our industry. We hold ourselves to a high standard, and we know that lately, Enom has fallen short of it. We want to acknowledge the frustration this has caused our customers over the last few months. We've failed to meet your expectations, and for that, everyone here is deeply regretful. "

In addition to → Read More


eNom: “Failed to retrieve domain list” Error

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I was alerted to  an apparent ongoing technical support issue at eNom. A friend and colleague emailed me about having trouble accessing his company's domain names at eNom this afternoon. I logged into my own eNom account, and I see the same error message that says "Failed to retrieve domain list." I also confirmed the issue with a third person.

Enom Error Message

Obviously an error message like this is scary when it involves assets like domain names, but I presume this is some sort of system-wide outage. I do not see any notice on the company's Twitter feed or Facebook page, but I presume they are working on the issue.

I am going to email a couple of contacts at eNom to see if I can learn more about the issue. I am publishing this before hearing back because I presume they are working on the issue and I also presume it is a system-wide issue since it is impacting  more than one account.

Hopefully the issue is remedied quickly. → Read More


35 Layoffs at Rightside Following eNom Deal

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Rightside GroupLate last week, I shared news of Tucows' acquisition of eNom. This is big news for a number of reasons, especially because  Tucows will reportedly become the "second largest domain registrar in the world," trailing GoDaddy.

One unfortunate side effect of this deal is layoffs. I ran into Bari Meyerson at NamesCon, and she shared the news that she was let go. I worked with Bari for a number of years at Moniker, and I continued to work with her when she went to work at eNom. On the infrequent occasions that  I had an account management issue at eNom, she would either help solve it or connect me with the person who could.

I reached out to Rightside CEO Taryn Naidu to ask about the layoffs, and he told me the company made  about 35 layoffs as a result of the deal. The company now has approximately 125 employees following  the conclusion of the deal. Taryn felt it was important to note to me that "the 35 layoffs were not a result of performance or ability, but the ugly side of deals of this nature."

It is unfortunate that → Read More


Rightside Sells Enom to Tucows

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EnomI just received some breaking news from Enom that I want to share with you. According to the email I received, Tucows has acquired Enom from Rightside. Both Tucows (TCX on NASDAQ) and Rightside (NAME on NASDAQ) are publicly traded companies. A press release published by Tucows  reports that "Tucows will pay $83.5 million and the transaction is expected to be immediately accretive to earnings." As noted in the press release, this deal will make the combined company the second largest domain registrar in the world behind GoDaddy.

I have not yet had time to think about the implications of this (or rationale for this deal). I am curious about why Rightside decided to sell Enom and what will happen with Rightside's other domain registrar, Name.com, which it acquired in 2013 when Rightside was part of Demand Media. I am curious what will come of the relationship with NameJet, both on the buy and sell side since Tucows has a relationship with GoDaddy on its expiring inventory. I am also curious about how the Enom customer support and → Read More


Warning: eNom Spear Phishing Email

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I want to share a warning with you regarding a spear phishing email I received that claimed to be from eNom and even used a "eNom" branded ccTLD domain name to carry out this scam. I consider it spearphishing rather than phishing because it contained information specific to the domain name that was mentioned, and these types of targeted phishing campaigns can be more confusing for recipients.

From what I know, phishing emails are the likely culprit for the majority of domain name thefts. Once a thief has access to a registrar account, he can change account details and begin the process of stealing domain names without the owner's knowledge. It is important to remember that this type of email can target domain name owners at other registrars. Thieves can also use any domain name that looks official, so shutting this down is not as easy as turning off the domain name that is being used to carry out this campaign.

To best protect domain registrar accounts, it is important to turn on two factor authentication (2FA), which is → Read More


Enom Spear Phishing Email Received

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Andrew Allemann wrote about a phishing email he received purporting to by from Dynadot, and I received a very similar email purporting to be from Enom. The email was caught by Gmail in the spam/junk filter, so it looks like some mail providers have been catching on to these phishing attempt.

By my own observations, it seems that domain registrar phishing attempts are on the rise. This particular attack looks like it is more along the lines of a spear phishing attempt since it mentioned a specific domain name that is owned by my company rather than being randomly sent.

When a hacker is able to obtain account login information due to a successful phishing attempt, they can easily steal domain names from the account. While most seasoned domain investors would not fall prey to this, I would imagine there are people who own just a few domain names that might.

The best thing to do to secure domain registrar accounts, in my opinion, is to have two factor authentication enabled. Many registrars offer it, and it's very important to → Read More


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