apollo1 Posted July 11, 2008 Share Posted July 11, 2008 Is anyone else noticing eNom is taking forever to reply to support tickets? I used to get replies from them within 3-6 hours, now it's like pushing 48 hours! What's up with that? It makes me wonder if their support is being run by a single technician. 0 Quote Link to comment Share on other sites More sharing options...
Daniel Posted July 11, 2008 Share Posted July 11, 2008 Nope, I've had recent issues resolved in a few hours. Are you sure the ticket was submitted? 0 Quote Link to comment Share on other sites More sharing options...
BAJI26 Posted July 11, 2008 Share Posted July 11, 2008 Its been always slow to me... 24-48hrs. 0 Quote Link to comment Share on other sites More sharing options...
chickendippers Posted July 11, 2008 Share Posted July 11, 2008 My ticket on Monday was answered in 9 minutes! Admittedly I was only asking them to add an IP to my API list. 0 Quote Link to comment Share on other sites More sharing options...
Redsign Posted July 11, 2008 Share Posted July 11, 2008 Admittedly I was only asking them to add an IP to my API list. Yeah they seem to get that done pretty instantaneously! 0 Quote Link to comment Share on other sites More sharing options...
philip Posted July 11, 2008 Share Posted July 11, 2008 It depends on what kind of reseller account you have with them. ETP (direct reseller under Enom) receive top priority so if your account is a reseller/sub-reseller under another ETP, most ticket is 24 hours. 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted July 12, 2008 Share Posted July 12, 2008 We have about 3,000 domains through eNom and while for the most part their response time has been OK, in the past 6 months or so we have noticed that the responses take longer and longer for certain issues. It all depends on the issue you have as to how fast a response you get - but that's the same in most businesses. Accounting issues seem to take up to 36 hours for the most part with us. Since moving all new registrations through Directi/ResellerClub we really haven't had to contact them for anything - even their cancellations of domains that were registered in error is automated - we have a few thousand domains there with them too with no problem. 0 Quote Link to comment Share on other sites More sharing options...
apollo1 Posted July 12, 2008 Author Share Posted July 12, 2008 Is it possible to move existing domain registrations with eNom over to my Directi account? 0 Quote Link to comment Share on other sites More sharing options...
philip Posted July 12, 2008 Share Posted July 12, 2008 Is it possible to move existing domain registrations with eNom over to my Directi account? Why not? Domain transfer or Bulk Transfer will do the job. 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted July 12, 2008 Share Posted July 12, 2008 Yeah, you can move them without much of an issue. We offered domains at lower rates to our customers if they went to Directi as we were getting names cheaper through them. Users then unlocked the domain, initiated the transfer, provided the EPP Key and they were done. It DOES extend the year, so that's why we had our users do it rather than US doing it (unless requested). 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted August 29, 2008 Share Posted August 29, 2008 Yeah, you can move them without much of an issue. We offered domains at lower rates to our customers if they went to Directi as we were getting names cheaper through them. Users then unlocked the domain, initiated the transfer, provided the EPP Key and they were done. It DOES extend the year, so that's why we had our users do it rather than US doing it (unless requested). With Directi, if you (the reseller) initiate a transfer, they lose time they already purchased? That seems lame. 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted August 29, 2008 Share Posted August 29, 2008 What I ment in my statement was that since it was extending the domain by 1 year, and we'd be charging our customers for the 1 year, we had our users do it rather than our staff. Whether a reseller or a user makes the transfer, it extends - no times lost. 0 Quote Link to comment Share on other sites More sharing options...
Cody Salter Posted August 30, 2008 Share Posted August 30, 2008 We have thousands of domains with enom and our support tickets are usually answered within 15 minutes, depending on complexity. I think the longest we have waited for a reply in the last few months was 45 minutes. 0 Quote Link to comment Share on other sites More sharing options...
apollo1 Posted September 4, 2008 Author Share Posted September 4, 2008 We have thousands of domains with enom and our support tickets are usually answered within 15 minutes, depending on complexity. I think the longest we have waited for a reply in the last few months was 45 minutes. Then it's obvious that they have certain levels of support. I have never, EVER, received a response in within 15 or even 45 minutes! I am of course a reseller account under someone like yourself, and I usually have to wait anywhere from 12-48 hours nowadays. That's not entirely good, because in a way it does affect the sales potential of the upseller when I sell domains and need support for something. 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted September 4, 2008 Share Posted September 4, 2008 Then it's obvious that they have certain levels of support. I have never, EVER, received a response in within 15 or even 45 minutes! I am of course a reseller account under someone like yourself, and I usually have to wait anywhere from 12-48 hours nowadays. That's not entirely good, because in a way it does affect the sales potential of the upseller when I sell domains and need support for something. Your not even supposed to be contacting enom for support. As a reseller, you have to go through your ETP. Your lucky your getting any support from them. 0 Quote Link to comment Share on other sites More sharing options...
apollo1 Posted September 4, 2008 Author Share Posted September 4, 2008 Your not even supposed to be contacting enom for support. As a reseller, you have to go through your ETP. Your lucky your getting any support from them. What are you talking about? The function for opening and submitting a problem ticket is right there and it works. If eNom didn't want resellers contacting them for support and required they go through their ETP instead, don't you think they would have removed the support function for resellers from their site? I've received support every single time I opened a ticket, just slow is all. 0 Quote Link to comment Share on other sites More sharing options...
othellotech Posted September 4, 2008 Share Posted September 4, 2008 I am of course a reseller account under someone like yourself, and I usually have to wait anywhere from 12-48 hours nowadays You are supposed to go to your "upstream" provider first for assistance... 0 Quote Link to comment Share on other sites More sharing options...
MACscr Posted September 4, 2008 Share Posted September 4, 2008 What are you talking about? The function for opening and submitting a problem ticket is right there and it works. If eNom didn't want resellers contacting them for support and required they go through their ETP instead, don't you think they would have removed the support function for resellers from their site? I've received support every single time I opened a ticket, just slow is all. Well, i dont have an explanation for that, but I know that is there policy. They still advertise ETP only promotions in the reseller area even though resellers cant take advantage of them. 0 Quote Link to comment Share on other sites More sharing options...
apollo1 Posted September 4, 2008 Author Share Posted September 4, 2008 You are supposed to go to your "upstream" provider first for assistance... Fair enough. But where in the eNom policy does it say this? If you can provide a link or something pls do. 0 Quote Link to comment Share on other sites More sharing options...
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.