Network Solutions - why do I hate thee?

Its not just because they think there is something special about domain registration that they can charge more than anybody else. its because every time I have had to deal with them they treat you like they are used car salesmen.

I'm helping a friend transfer a website and domain and I suggested that he use godaddy for the registration and the hosting since its a nice tidy way to do things at a great price. However this meant dealing with Network Solutions. To make sure all the emails went to us I logged into the NS account and changed the contact details to my friend. Immediately NS locked the account because this is 'suspicious'. Even though we had all the right credentials they lock it down for a MONTH.

So now when we try to transfer to GoDaddy even with the right transfer code NS refuse to do the transfer. We can either wait 30 days or, no surprise, we can call them. Of course calling means sitting on hold for a long time and then when you get through you end up talking to salesmen who want to do anything rather than let you go. No surprise suddenly the registration price is a lot cheaper and they will kiss your ass until you give in. This doesn't help since we have already paid GoDaddy to do the transfer. Even worse they can't take the lock off until they 'escalate' which can 'take up to 3 days'.

The REALLY stupid thing is that requiring the phone call doesn't provide any extra security - I've already used the credentials to log into the site and update everything so there is nothing they can ask that wouldn't be available to someone who was trying to steal the domain. SO its pretty obvious why they do this.... retention of customers... sadly its having the opposite effect because it just further convinces me never to use their services and to tell people I know of their craziness.

Published 31 July 2008 01:09 PM by zman


# Connie Bensen said on 01 August, 2008 03:36 PM

Hi, this is Connie at Network Solutions. We sure don’t want to lose your friend’s business, but all the same, apologize for the difficulties you’ve experienced to date with the transfer. (Some of the security mechanisms that are in place to protect our customers’ accounts can be a hurdle at times.) Please contact me at smedia [at] networksolutions [dot] com and my team can get this squared away for you.

# zman said on 01 August, 2008 04:31 PM

Connie - I am very impressed that you seek out and respond to these complaints. That's a big plus for you. However the auto lock policy offers no security. My friend merely called the number and after waiting on hold, giving you details which matched what we had entered into the account and listening to the upsells you turned off the lock. If the account had been compromised any hacker would have done exactly the same thing as we did to transfer the account. Since this adds no security then it can only be for the reason of the upsell.

# Karen said on 27 August, 2008 09:16 AM

I hate network solutions too. We have an account with them, and I was going to transfer another there, but...they told me they could arrange the domain transfer for me and took my credit card number for a hosting package. Then AFTER that they told me I would have to do the transfer and they would charge me another $19 for transferring it for them. I told them to stop the hosting package until I could get the authorization code to transfer it. The barely-english-speaking rep then told me it was too late and I had already been charged over $300. I put in for a refund and he gave me a reference number for the refund and told me I'd have it in3-5 days. Then I get an email telling me I have to call the billing department to get my refund. So I call and the barely-english-speaking rep tell me he's taken care of the refund and I will have it 3-5 days.  Then I get ANOTHER email telling me they can't refund my money because I'm not the account husband is which I told everyone I spoke to and we have the same credit card number. So, that was 3 lies from Network Solutions in 1 day. I've changed the account to my name now and emailed them back to refund my money...I'm sure I'll get assurances that they are quickly folloed by another email telling me why they can't...DO NO USE THIS COMPANY!!!



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