ResellerClub Transfer Emil gives no acknowledgement of reseller - PROTEST...

[EZi]

Greetings All,

 

For all you ResellerClub users I would like to propose we unite our voice in changing a rather bazaar ResellerClub policy.

 

We are just about to transfer a substantial amount of domains from our old registrar to ResellerClub (perhaps not). We did some testing with selected clients and most things worked out OK. Then we started receiving phone calls asking us WTF is ResellerClub - is this a *??? because of the totally unbranded transfer confirmation email they send to the client. The clients simply were confused about email because the reseller (us) was not mentioned in the email. We then asked the ResellerClub if we would be able to get a small mention in the email to acknowledge the we, as the reseller, are involved in the transfer; if for no other reason then to just reassure the client that all is OK.

 

WOW, talking about a brick wall...

 

We are at no stage suggesting we want this email to come from the reseller or is branded in the resellers name as this is against ICANN policy.

 

All we ask is for a little acknowledgement in the transfer confirmation email to reduce client confusion. A win-win situation that ICANN would encourage...

 

Give your account manager a call and start complaining today so we can get this sorted and let common-sense prevail!

[panacheweb]

if things are ICANN policy it is hard to get around or through it.. unless you can get a majority of registrars on board to protest.

[easyhosting]

so you moved clients domains from 1 registrar to another without informing your clients. I would also be annoyed if i was a client and this happened to me.

 

a simple mail to all clients "due to domain registrar issues we will be transferring all domains to our resellerclub account, this should not effect your websites"

 

this way clients would have been aware, so when they got the emails from resellerclub then they would have know about it.

 

Also if the domains are in the names of your clients then you should of informed them before transferring their domains as they are not yours to move.

[Strother]

To build on what Easy Hosting said, if you had informed your clients ahead of time, you could have alerted then to the transfer email that was headed their way, and told them how you would like them to handle it.

 

Telling them in advance would have given you a chance to say "we're looking out for your interests by making this change". Build value, not fear.

 

The good news is that you only did this with a test batch. You still have time to rethink the method you used for the remaining.

[EZi]

I think you misunderstood the fact that this transfer is not initiated by us but rather the client. Transferring the domain on the client's behalf without notifying them would be totally unethical.

[easyhosting]

I think you misunderstood the fact that this transfer is not initiated by us but rather the client. Transferring the domain on the client's behalf without notifying them would be totally unethical.

 

are you sure read what you stated in your opening comment

 

 

We are just about to transfer a substantial amount of domains from our old registrar to ResellerClub (perhaps not). We did some testing with selected clients and most things worked out OK. Then we started receiving phone calls asking us WTF is ResellerClub - is this a *??? because of the totally unbranded transfer confirmation email they send to the client. The clients simply were confused about email because the reseller (us) was not mentioned in the email.

[EZi]

We changed our expiry reminder emails with the old registrar INVITING clients to take advantage of the new system and cheaper price structure. Yes, we did that...

[easyhosting]

We changed our expiry reminder emails with the old registrar INVITING clients to take advantage of the new system and cheaper price structure. Yes, we did that...

 

you never mentioned this in your opening comment, which implied you just moved domains off your own back without informing clients.

 

we have a resellerclub domain account that we have set up on our own domains and any emails that are sent to clients from this account is under our brand and does not mention RC, but we make it clear to our clients that the domains are on the resellerclub/logicbox system

[Strother]

Again, if you had said "during this process you will receive an email from the registrar, Reseller Club. Please approve the transfer as instructed in that email." you could have saved all this heartache.

Edited November 22, 2012 by Strother