It is not often that a company issues a public apology, but Enom apologized for poor customer service in a tweet yesterday afternoon:
We’ve failed to provide the support you deserve. Here’s our plan to attack the backlog and continually improve: https://t.co/Hq5ECm9SEF
— enom (@enom) June 16, 2017
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 the apology given to customers, the blog post outlined some of the improvements that are planned for Enom and its customer support team. In addition, the post highlighted some of the changes that have already been implemented. I will let you read the blog post in its entirety to see what changes have been made and what changes customers should expect.
From my perspective, domain registrars are sort of like a bank. For many domain investors, the bulk of their net worth is tied up in their domain names. Because domain names are digital goods domain owners can not physically protect, we are completely reliant on our domain registrar to safeguard them. When something goes wrong or some technical assistance is needed, it is important to trust that the domain registrar will do what it takes to fix an issue, as quickly as possible.
It is good to see Enom taking ownership of the issues that have impacted its customers, and hopefully the company continues to make improvements.