Over the weekend, I received an email from Moniker that said four domain renewals could not be processed for me. I later figured out that these are names that are currently pending transfer to another registrar, but at the time of the email message, I didn’t realize that was the problem.
Below the error message in the email I was sent, there were three options listed. One was to manually renew the domain names and the second was to update an expired credit card. Since my credit card doesn’t expire for a few years, I knew this wasn’t the problem. The third option was “Please contact support if you have questions or comments” and support hyperlinked to the email address, firstname.lastname@example.org.
I sent an email inquiring about the problem, and almost instantly received an auto-generated reply: “IMPORTANT: THIS E-MAIL BOX IS NO LONGER BEING MANNED BY MONIKER SUPPORT STAFF.” Why give an email address that isn’t being monitored?
Below this message, there is a notice telling customers they need to log into their account and follow the customer support links. “Log into your account” is hyperlinked, but when clicked in Macmail, there’s an error that says “Error No associated application could be found.” Same thing happened when I clicked the hyperlinked “Log in now to request service on your Moniker account or ask a question.”
When I pasted the code into my blog, it read: <a href=”blocked::http://support.oversee.net/”>. When I visited support.moniker.com, it forwarded me to help.moniker.com, which unfortunately, is a dead page. Because of the forward, I assume there was something there at one time, but that is no longer an option. When I clicked the support button in my control panel, I was taken to https://support.oversee.net/index.php. Since Oversee no longer owns Moniker, I have no idea if this is even an option any longer.
Anyway, customer service and support are two of the most important aspects to a domain registrar for me, going hand in hand with my number 1 priority which is security. I know Moniker was purchased recently and announced about 3+ weeks ago, but I would have hoped this type of important issue would have already been addressed.
For years, Moniker was known for its extraordinary customer service and support, as I wrote about before when discussing Bari Meyerson. Hopefully, this and related issues will be looked at and rectified ASAP.