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 .

Saturday, December 23, 2006

Customer Non-Service, Part Deux

Six months ago, Ross Rader (General Manager, Domain Direct) wrote:
The biggest, firstest step is to get our customer service team up to speed.
Six months later, customer non-service is still not "up to speed", not to mention e-mail non-service in general.

9 Comments:

Anonymous Anonymous wrote...

I had no trouble at all with the original migration, other than hating the new webmail interface.

But my POP and web email stopped working on Dec. 22, despite that the support status indicates email is supposed to be working again as of Dec. 22.

It's almost midnight on the 23rd. No call back from support (obviously, as today is Saturday). I don't expect the ass-clowns (to borrow a phrase from "Office Space")at NetIdentity/Tucows to even look at my support messages, much less fix the problem, until after they come get over egg-nogg hangover on Tuesday the 26th.

This service just gets worse and worse and more and more expensive at the same time. Unless they fix it *pronto* AND credit our accounts for some service as a peace-offering, I'm outta here.

8:28 PM  
Blogger Tucowed wrote...

You were much more fortunate than I was during the migration, as my e-mail was dead for six days and unavailable more than half the time from late September until late November. This situation was bad enough for me to reject the offer of three months free "service" from NetIdentity -- if you haven't received a similar offer, write to contactus@netidentity.com and to Ross Rader at ross@tucows.com to obtain the details. If you choose to accept it, then godspeed -- if not, then write to Jonathan Clarke at jonc@netidentity.com to request the cancellation of your account, and a refund. Good luck!

9:42 PM  
Anonymous Anonymous wrote...

Update on my previous post. Today is the 25th. Still no POP or webmail. Status page STILL says everything fine as of the 22nd.

I'm fed up with Netidentity/Mailbank/Tucows. Can you recommend any reliable, reasonably priced alternatives for POP/webmail and simple web page hosting? My renewal comes in in March, and I dont' want to renew at this point.

3:44 PM  
Blogger Tucowed wrote...

The Economy Plan at GoDaddy is $3.59 per month with a 12-month contract, plus $1.99 for the domain, which is about the cheapest for a fairly reliable webhost-plus-email server. FastMail and Boomspeed are inexpensive too, but they don't register your domain for you.

12:13 AM  
Anonymous Anonymous wrote...

Ironically, my problem is now fixed. I tried calling NetIdentity support again this morning. After 20 minutes on hold and 6 days of attempts, I finally spoke to a live human being.

He fixed my problem in about 30 seconds. Seems that Tucows systems had reset my password to the one *from* which I had changed just a few weeks ago, so my new password allowed me to log into the NetIdentity account admin site, but not my email.

I still don't understand why the problem existed at all, much less why the status page said it was working OK as of the 22nd (when my problems began). I don't understand why I got no call backs or email responses on the 4 days of the last 6 on which support was *not* closed for the holiday.

NetIdentity/Tucows poor management of email and security infrastructure, poor communication, and delayed correction of apparently simple problems will make me seriously consider another POP/webmail/hosting service when my service is up for rewnewal in March.

I hope somebody at Tucows gets fired over the whole NetIdentity email migration fiasco.

8:51 AM  
Blogger antishill wrote...

I have the same problem as anonymous. My problem is not yet fixed. I have now set my netidentity account not to renew and have removed my credit card information. If Ross Rader were an honorable man, he would fall on his own sword.

5:06 PM  
Blogger JPS wrote...

And the plot thickens!
Now they won't even reply our complaint mail.

1:32 PM  
Blogger JPS wrote...

This comment has been removed by a blog administrator.

1:33 PM  
Blogger Tucowed wrote...

The previous comment was removed because it was a load of malicious, false, and libelous crap posted by some cL00Less idiot NetIdentity sock-puppet.

11:47 PM  

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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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