Tucowed -- The Blog

Tucowed -- The Blog

A history of the crisis brought about by , from the viewpoint of one beleaguered user. The same incompetent bungling and failed leadership that led to the crisis continues with and .

Wednesday, October 25, 2006

Customer Care Center is dead & gone

Part of a canned response I received from postmaster@netidentity.com was the following:
To go to the customer care center, please point your browser to:
http://support.nameplanet.com/bin/customer.exe
This link is dead, and nameplanet.com URL requests get redirected to the NetIdentity login page -- so it appears that NamePlanet is dead, and the Customer Care Center is gone.

After I informed the support team at contactus@netidentity.com about this situation, I received a followup message (again from postmaster@netidentity.com) asking, "How is the link dead? Can you not log in? Do you receive an error message?" -- so evidently the new Tucows support crew at NetIdentity are using the obsolete old help-desk scripts from the pre-Tucows days. It appears that the blind are leading the blind there at NetIdentity Central.

5 Comments:

Anonymous Anonymous wrote...

Just a little point:

Elliot Noss: No, in fact it's been a long time in the making. We've known the folks at NetIdentity for a number of years now; in fact we supply them with some of the services that they currently use. So they've been a customer for some period of time. In fact, the principal of NetIdentity, the chairman, is the fellow that introduced me years ago to Mark Cuban for the first time. A lot of you certainly on the investment side know that Mark Cuban is a shareholder at Tucows. Mark also happens to be a shareholder in NetIdentity. So for years both sides of this deal, both NetIdentity folks us on the Tucows side have thought that the best place in the world to take advantage of that domain name portfolio was inside of Tucows.

Source:

http://internet.seekingalpha.com/article/12787

Seems to me Mark Cuban is in a unique position to either pull strings or 'take the rap' for this fiasco.

In case you don't know, Mark Cuban is quite a big cheese in the internet world. He most recently hit the headlines by describing Google's acquisition of YouTube as "Moronic". It's not too much of a stretch to describe Tucows' premature and poorly-planned migration of the netidentity customer base as 'Moronic'. I wonder if he can be provoked to comment on the issue?

1:05 PM  
Blogger Tucowed wrote...

# Seems to me Mark Cuban is in a unique position to either pull strings or 'take the rap' for this fiasco.

Maybe -- but I doubt that Mark Cuban has the know-how to make informed decisions about e-mail migration, whereas Tucows claims to know it all.

7:11 PM  
Anonymous Anonymous wrote...

YEEHA!

Jonathan Clarke (jonc@netidentity.com) has written to say I can cancel my account and have my money back!!

Goodbye NonIdentity - Goodbye Tucows :-)

I can get on with my life now.

11:57 AM  
Anonymous Anonymous wrote...

I want to echo the many disappointed comments concerning NetIdentity / Tucows. The technical glitches have been maddening, the lack of respect for the customers has been infuriating, but the result of the so-called 'upgrade' is a major step backward in technology.

This whole process should be a business school case study in how NOT to run a business. I would recommend people look at other alternatives. I sure am.

10:12 AM  
Blogger andi wrote...

Oh yes, that is one of the big problems: Nameplanet is dead, you will be redirected to netidentity. Killed by by Tucows for who knows what reason. And with it all the nice things went we had at Nameplanet like multi language dictionary, different fonts and colours, easy use, possibility to open several emails together, a print button and not only print review, useful spam reporting, the whole no nonsense approach. Customer service of Netidentity told me they switched the systems (and went backwards)to be able to give us all the new goodies. Well, I for my part had lots of goodies at Nameplanet which I am missing now at Netidentity. Other providers like gmail/googlemail are light years ahead. So Tucows will have to do a great sales job to sell me all the new things they might have had in mind to sell me before they did this uniquely botched job.

10:31 AM  

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click here for a current Tucows stock chart,
 or just scroll down to the bottom of this page.

click here for a current Tucows stock "Price Performance" table.

Tucows corporate web-page.

NetIdentity is now Hover, so of course there are Hover system issues
 "We are again seeing issues with the main Hover system."

add me to the list of the unimpressed
 "no contact info on their home page, no help menu"

trying to get some support for the past 2 weeks and have had no reply
 "have been having trouble since trying to renew our domain"

Us Versus Tucows
 "a blog for those fed up with Tucows (NetIdentity, Domain Direct, etc.) and who are ready to do something about it"

from Cluster A to Cluster F**k
 "with this notoriously bad-luck strewn product"

You call this service?
 "This is the most disappointing service I have used in a long time... I have yet to see anything work right"

support may be in need of some quality control
 "waiting 5 days for a reply"

new "Processing Fee" at OpenSoReS from Tucows
 "Everyone here is tired of being nickle-and-dimed"

Tucows Incompetence
 "the ridiculous webmail interface that looks like a high school project.
You have shown your incompetence in the past.
This e-mail service is much too complicated for you.
Tucows = Incompetence with a capital 'I'
I opened a ticket a long time ago. Of course they did nothing.
SHAME ON YOU TUCOWS. SHAME ON YOU."


Downsizing at Tucows
 "laying off approximately 15% of its staff"

Tucows stripped of its Registrar Seal of Approval
 "the World Association of Domain Name Developers has voted to revoke the Registrar Seal of Approval awarded to Tucows"

NetIdentity Complaints - Bad service
 "has been down multiple days 3 times YTD"

I hate Tucows and NetIdentity right now
 "I am sick to death of the broken email, broken delivery, broken blog software, clunky interfaces, and general lack of investment in this service"

NetIdentity failure powered by Tucows
 "I will not renew my account expiring in 2009"

Tucows launches the brilliant, sophisticated YummyNames
 "Why settle for a lousy domain name? (like we did)"

Tucows… Come On!
 "Tucows just keeps the domain"

Tucows Now Selling The Expired Domains They Kept From Their Customers
 "it has started Yummydomains.com to sell tens of thousands of those domains"

Site contents deleted - use at your own risk
 "all the files of my original site were gone"

Domain Renewal - now taken by Tucows
 "They took it AFTER the domain was already renewed"

Tucows/Netidentity sold my domain name
 "their declining stock price is forcing them to make some quick cash"

Is it worth this frustration?
 "I will cancel this service as soon as the subscription finishes"

Giving up on NetIdentity
 "my site and all its content vanished"

Netidentity email failure/outage lasting for 4 Days
 "should be interesting to those considering using their service"

service has been down for almost a day and has been intermittent for 3 days

Virgin.net Knocked Offline by Tucows
 "a series of unanticipated hardware failures"

how exasperating these people are to deal with
 "It never works."

hanging out in the NetIdentity Office
 "I am a very unhappy NetIdentity customer."

after Tucows purchased Netidentity the service and customer service both simply fell apart.

the NetIdentity service has hit rock bottom since being taken over by Tucows

no reply to my service requests
 "service is one of those unheard-of words"

not able to access my paid-for email/web service
 "they need to get out of this business"

Tucows has a deferred problem
 "Tucows has lost 50% of its market value since July 2007"

net loss for the first quarter of 2008 was $1.1 million
 -- how a company loses money providing e-mail and domain names --

the cow is half empty
 "their market share has been dropping"

Tucows Revenue Falls Short, Stock Tumbles
 "disappointing Google ad revenues"

Tucows forever
 "how a woman feels when her drunk ex-boyfriend calls at 3AM saying he misses her..."

Nitido WebMail at DomainDirect Sucks
 "why do people have to break things that aren't broken?"

the future of Tucows Developer Blog
 -- in a word, "bleak" --

Why I’ll Never Do Business With Tucows Again
 "managed by incompetent, uncaring, and completely clueless people"

Re-imagining Our Email Defense Service
 -- just imagine it actually working! --

"it really sums up a lot of my approach to business"
 -- a nice, warm pile of irony --

Companies Must Understand There Is Nowhere To Hide
 -- even better irony from a Tucows VP --

Corporate Blogging Best Practices — by Ross Rader (!)
 -- a case study in irony --

Terror Goes Digital With Canadian Help
 "the website for al-Qaeda was registered to Contactprivacy, the anonymous-registration arm of Tucows"

Tucows Facilitating Hamas Propaganda
 "Canadian firms selling service to Hamas include Tucows"

the incompetence of Tucows
 "Tucows passing the buck"

NetIdentity business ways
 "is this the way to run a good business?"

Mismanagement, Bad Customer Service, and a Revelation
 "how not to succeed in growing your business"

NetIdentity Aren't Smart
 "really lousy webhosting"

This Isn't Customer Service
 "why do I have to fix this company's problem?"
This isn't customer service, Finale
 "The solution is simple. Find another company. Take your business elsewhere."

What's happening at NetIdentity?
 "having lots of problems"

So what's happening with NetIdentity?
 "My email has been down pretty much ALL WEEK"

Recent Blogrolling Downtime
 "We still have an issue"

Blogrolling no more?
 "odd that they would buy this service and then basically abandon it"

Blogrolling Update
Blogrolling Update 1

Netidentity Email Migration Nightmare
Netidentity Email Migration Nightmare: Update

NetIdentity's "Reliability Report" from the Better Business Bureau
 "BBB Rating: Unsatisfactory"
 -- note the
"Additional DBA Names" section, listing "Glazen Online Services", run by notorious spammer David Glazen; and "Loanclub.biz", a fraudulent online lender --

Spamfree, virusfree NewNetMail: Jaap Verduijn's answer to the /

using Gmail to read other accounts
 "Gmail instead of the crappy webmail interface that NetIdentity provides"

NetIdentity Transition Survivors Group (NTSG) — Google
 "to discuss the recent transition disaster"

NetIdentity & Tucows "migration" fails miserably
 "by far the worst example of customer service"

Tucows screws up NetIdentity and NamePlanet migration
 "a new, horribly-designed e-mail system"

Netidentity E-mail Fails
 "a service provider has stopped providing service"
Netidentity E-mail Crisis Ends for PR Consultant
 "Netidentity, owned by Tucows, went from bad to worse"

Mailbank.com (NetIdentity/NamePlanet) Email Migration — WikiPedia
Tucows Talk on WikiPedia

System migration may be the most dangerous thing Tucows could ever do
 "our technical team is working on fixing this issue"

there have been too many issues with your Tucows migration

When Business Processes Fail
 "this problem is endemic"

The end of explorers@whyte.com
 "even worse since they were bought by Tucows"

Netidentity/Tucows email Price Increase
 "they are a novice in the email space and completely messed this one up"

NetIdentity extended downtime
 "this one has gone on for months and is beyond real"

No More BS Ross — FIX IT!
 -- The Unintentional Comedy --

Bandwagon Missed
 "Tucows bought NetIdentity and has since screwed up the whole system"

Why Have I Moved My Website?
 "Netidentity email service is virtually unusable"

a foolish spam policy
 "not very good for email"

NamePlanet — the worst customer support
 "We've had a few problems"

NetIdentity, please stop
 "I don't want it any more"

Ok, so I got a blog
 they screwed up the transition and made my whole site go "under construction"

Tucows resurfaces!
 "I pretty much gave up and forgot about Tucows"

Receiving Problems With Your NetIdentity Account
 "There are a number of reasons"
Sending Problems With Your Email Account
 "the problems are common"

Do yourself a favour and avoid NetIdentity and any service provided by Tucows
 "I HAVE NOT BEEN ABLE TO RECEIVE MY INCOMING E-MAIL MESSAGES"

Dude, where's my website??
 "Whoops!!!"


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