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Newsflash: Verisign’s Customer Support Sucks

Though it’s pretty common knowledge that Verisign (Network Solutions, Worldnic, and on and on) is the worst domain hosting company on earth, here is a recent experience I had with them. I was trying to transfer some domains for a client, and when I logged in with the user/pass he gave me, I saw his address and everything, but when I clicked to manage domains there were no domains associated with the account, so I couldn’t edit the DNS on them. The following is a series of emails sent to Network Solutions technical support.

Click the Read More link to see the emails.

My initial email to Network Solutions:

Comment: I have two domains registered with you, home-epicurean.com and home-food.com. I am trying to change my DNS info, but when I login and click to view a list of my domains, it says I have no domains to view, and it doesn’t allow me to see or edit my domains. Why are my domains not showing up?

Their reply:

Thank you for contacting Network Solutions.

If you have forgotten your User ID or password, click or copy and paste this URL
into your browser: https://www.networksolutions.com/en_US/manage-it/forget-login.jhtml

If you require further assistance, please call us 24 hours a day, at 1-888-642-9675 and a representative will be happy to help you. If you are calling from outside of the U.S. dial 1-703-742-0914, or, please send an e-mail to customerservice@networksolutions.com.

Please know that your inquiry is important to us, and we value your business.

Best regards,

Ferdinand003
Network Solutions, Inc.
http://www.networksolutions.com

Hm, yes that had absolutely nothing to do with my problem. Thanks for not reading my email AT ALL.

My email back:

I haven’t forgotten my password. I have logged into my account, and it says my name on there, and I can see my address and everything, but my domains are not listed. Yet when I whois the domains, you are listed as
the registrar. I just want to change the DNS servers for my domain.

Their reply:

Thank you for contacting Network Solutions.
We have received and reviewed your e-mail, however, we are having difficulty understanding your request. In order for us to assist you please send the following information to: customerservice@networksolutions.com

a) The domain name or account involved

Your continued patience is appreciated.

Best Regards,
Joseph010
Network Solutions, Inc.
http://www.networksolutions.com

Right, again they completely ignore my previous email where I clearly state both domains that I am having trouble with.

Me:

I already told you the domains involved in my first email:
www.home-epicurean.com and www.home-food.com.

Them:

Thank you for contacting Network Solutions. We have reviewed your inquiry. Due to the nature of your request, it will be necessary to forward your account password for resolution of your issue.

For security purposes please include only your password and not your account number. If you are uncomfortable sending this information via e-mail, please contact our Customer Service at 1-888-642-9675 within the U.S., or +1 703-742-0914 outside the U.S.

In addition to your password, please be sure to send the following:
a) A detailed description of your concern or question
b) Any Service Request Number you may have received

Thank you for your continued patience.

Best regards,
Marie003
Network Solutions Inc.
http://www.networksolutions.com

So,
A) Please restate the problem you have clearly explained in the past 3 emails, again.
B) Include the service number that is in the subject of every email so far, again.

I sent them one more email with the tracking number and password and got this back:

Thank you for contacting Network Solutions. Network Solutions is a wholly owned subsidiary of VeriSign, Inc., the leading provider of Internet trust services for e-commerce.

Network Solutions’ supplies services throughout the e-commerce life cycle including domain name registration and infrastructure services, Web site security, payment processing and digital credentials.

Please know that the domains are listed once logged into the account. The User Id that was used was: xxxxxxxx.

Alternatively, you may contact your Internet Service Provider or web hosting company who may provide similar services to the service you are inquiring about. Thank you again for contacting us, your continued business is appreciated.

Best regards,

Marie003
Network Solutions Inc.
http://www.networksolutions.com

After a rather pointless marketing intro, they finally give me what I needed, the client had evidently signed up twice and had given me the wrong userID, the one that didn’t have any domains associated with it. Now was that so hard!?

To be fair I must point out however that each reply from Network Solutions was sent back to me in about 10 minutes, so resolving the problem took less than an hour, even if I did have to restate the problem several times and talked to 3 different customer service people.

The one thing I’ve learned is that if you have any question at all for NetSol, always call them. The customer support people (phone end anyways) are awesome and very helpful. Their automated email system thing doesn’t seem to work very well.