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 .

Thursday, March 13, 2008

"New Email Features"

Customer comments about the "new features":
The session timing-out automatically drives me crazier than anything else at the moment. I have seen other users ask about this before but they never got responses.

a good 5% of the messages in the spam folder were false positives. I was pretty shocked - especially because I can see no way of turning the spam filter OFF. ARRGH!!
I have no idea whether the webmail spam filter 'learns' when I click 'not spam'. Apparently it doesn't because it's still catching a lot of false positives from addresses I have had to 'rescue' from its clutches. ABSOLUTELY INFURIATING.
So now I have to check my mail client AND the webmail to be sure that I get all my mail. PLEASE FIX THIS.


Last night, I lost a message with a "Sorry we are unable to send this message at the moment" error.
Critical bugs like this should be the priority over "clickable links." How many months/years do we need to wait for a fix?


How many years does it take to get things right?
We pay a premium for these accounts. And we get this crap. I used to be an affiliate and sell these accounts -- now I no longer get commissions because they canned the program. And I now have to hear crap from my clients that I sold the accounts to for the crappy email service.
As my client accounts have been coming up for renewal I am pulling them because the quality of service has gone down and there are no benefits to stay.


I did not receive any reply concerning my complaint from February and my webmail account is not accessable anymore -- I assume they finally made up their mind realising that they are unable to handle a business like that and retire?
You offer a very expensive service and I really can't see any value for my money.


There are more and more people complaining but nothing is being done about it.

Please -- I just want it to *WORK*.

day 5 of timeouts, repeated password requests, web mail not available, no server at "mail.domainname" -- of course system status is "everything's wonderful"

Ever since NetIdentity switched over to their "new and improved" interface your webmail service has totally sucked. No one has ever responded to my support issues since you've upgraded your system - with the exception of receiving a canned response on one occasion that was no help at all.
99% of the time that I've attempted to log into my "new and improved" NetIdentity webmail account to check my inbox I get an error message.


I first noticed it was out on Thursday the 20th. Try to log in, get:
"Service is unavailable, try again later"
I'm hoping someone checks the service tickets on Saturday and notices that a lot of people cannot log in. I'm guessing that the service team at NetIdentity uses some other mail service, so none of them noticed that their system is out.
Great stuff, I wonder how much they would have to charge to have a mail system that works as good as, say, any of the free services?


I try to download my mail and just nothing happens.
...
You suck, guys, sorry.


I echo Jen's statement. You guys suck.

I agree with all the responses above - the service has seriously deteriorated...

I am paying money for this email. I am not a beta tester, and the reliability of this email system is horrible.

I will no longer, at least at this point, recommend this service to anyone.
...
Hopefully some day Tucows will either bring dependability to this service, or sell this to someone who has the ability to make this service dependable.


My account have been locked for two days even though I paid. And no one answers anything. I probably wrote 15 tickets to every department in the last month, and still nothing.
I think it is time to move on...


Your service is totally unacceptable. I wish for the days when the MailBank owned NetIdentity -- I hate Tucows! -- They don't care.

I have an "open" ticket that I submitted back in December, so I wouldn't count on ever receiving support. I can't imagine a worse customer service system.

I opened ticket GXL-125929 on December 22 about this issue and have never received a single response. (I've changed the ticket to "escalated" status twice in the past month.)
I've had two web/mail accounts with NetIdentity since 1999. The old webmail worked just fine. I don't know why I am paying more money since TuCows took over for lower quality service and product that does not function properly.
I received a renewal notification a few days ago. It had a line that if I had any questions regarding my account, to write to "renewals@netidentity.com". Since I clearly wasn't getting any answers on the three-month-old help ticket, I gave that a shot and asked why I should renew if I am not receiving support. I wasn't shocked to discover that was an invalid e-mail address. Yes, they are sending out renewal requests with bad e-mail addresses.


They can't even get their own email to work so it bounces.

It's a complete disaster.

Upon calling, I get the greeting that the support line is experiencing higher than normal call volume. I suspect that is a permanent greeting. The estimated hold time was 20 minutes. So, while I ate my lunch, I stayed in the queue. After 48 minutes of listening to "relaxing music" and recorded reassurances, the line was disconnected.

I called support over 40 days ago regarding my hosed-up email account and was told by the rep that it would be fixed shortly. Nothing has happened. I've posted 3 different tickets in the "support" system with no response too.

I FINALLY got a reply back for a ticket about Webmail being down that I submitted on 12/23/07. And guess what? It was an obnoxious auto-reply that asked ME to respond to the ticket. WOW, that is SO USEFUL!

Forget workarounds. Forget support tickets. FORGET YOU, DOMAIN DIRECT.

webmail is DOWN. Yay DD! You're the best! I love being cut off from friends and family before a holiday travel weekend.

My WebMail and POP servers have been down for since 8PM yesterday.

My email has been offline for over 24 hours now with nothing from Netidentiy even acknowleding the outage... this is ridiculous. I also have tickets over 2 months old that no one has responded to... do they even realize they're offline??

I also have had 2 days of no pop or webmail access. Its actually worse than not being able to get to it; I went to the web sites of two of the mailing lists I am on, to change the lists to another email address, and the mailing list web sites informed me that emails to my address have been bouncing!
I filed a ticket, but also no response.


this is another example of very poor planning & communication from DomainDirect

I don't care about a resolution and am only paying attention for the same reason that people enjoy watching a train wreck.

they were down for 3 days and not 3 hours as the site claims


Nice new "features", NetIdentity. Too bad "usability" is not one of them.

2 Comments:

Blogger dave wrote...

April 19. Email down 03:00 - 06:00 EST for "scheduled" maintenance. But I never got advance notice. Only saw it scheduled when I went to support page because I couldn't get email at 20:00 EST today through POP or web. I've been TUCOWed again. Ironically, this is just weeks after renewing my annual service contract with TUCOW/NetIdentity because I was somewhat satisfied with the service since the 2006 changeover disaster and figured I would give the TUCOW morons another chance. Burn me once, shame on TUCOWS. Burn me twice, and shame on me. NEVER AGAIN.

5:42 PM  
Blogger Red Squirrel wrote...

Has anyone else noticed that NetIdentity (both pop and webmail - "page not found" from webmail) have been completely and totally down this weekend, 2 days in a row so far? My supports tickets are completely ignored. And, their status page lists an unrelated non-problem from 5 days ago; everything else is otherwise fine.

This is the last straw. My whole family is not renewing our accounts when they expire this month.

I have activated a free account for one of my GoDaddy domains and got myself a custom email address now, for less than what NetIdentity charges, AND it actually works! How about that!

Goodbye forever, evil NetIdentity Tucows DomainDirect whatever you want to call yourselves! You suck!

11:45 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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