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.
way too late..
when I think of all the pain Enom has put me through during the last month trying to move domains away from them. Transfer denied for no reasons, weird excuses (domain is still in 60 days transfer lock when clearly it wasn’t). Emails from a no-reply email address… Really a mess. Had to threaten them with legal actions before something sped up.
i gave up on enom support from the home office years ago, got better when we had Bari.
now it just registrant unfriendly policies, and passive agreesive harshness, hope its not registerfly 2.0
page howe
Companies should do this more often. Even if they never do anything the perception that they actually give a shit makes them look like superstars.
Richard is so right, Enom has been a nightmare for a long time, they have cost me so much time, and money, I know longer care about an apology.
I am moving my names out of there, to many other registers out there that are more secure, and have timely feedback, and actually answer the phone.
ENOM is a moniker in the making, took me 8 months to get my names out of there, after they had unremoveable privacy, network solution transfer hoopla etc…
There is no need to stick with ENOM it is truly broken.
With some domains you can’t generate an auth code in the control panel.
Getting them generated from support is impossible.
Forced to renew and try again over the next renewal period to move them.
Stunningly bad service. I use registrars in Kenya and Nigeria that provide much better service.
A public apology is a move in the right direction. It at least shows that have more serious intentions on improvement. The only way to know for sure if those intentions are genuine would be to monitor and test for a while.
Well, here’s an update. “The Fix” isn’t working. I tried to get through last night and gave up after 21 minutes on hold. As I write this at 10 AM CST, I’m on hold again waiting for customer service about a transfer… 18 minutes of listening to mind numbing elevator music. I’m cutting it off again at 20 minutes… which is now.