| I Know there are many reseller hosting companies out there. Many are bad and some are good. But I know the "WORST EVER" Reseller hosting company is GAZZIN NETWORKS! O My God. These guys can actually make you run mad. Seriously. I have been with them for 2 years. I perservered all the problems i had to deal with. But this last month has been the baptism of sulphur. I am going to paste a copy of a problem am having with these guys:
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SALIRA ISAAC
Posted On: 10 Jul 2008 12:34 PM
Guys whats going on?
Why do you close my tickets even if the problem has not been solved? Is that allowed?
I have asked you to send me the domain EPP Codes for the following domain names:
baantu.com
baantuweb.com
baantumedia.com
baantusoftware.com
sterlingsafaris.com
All these domains are currently hosted with you. Just for clarity, let me backtrack the whole thing:
I wrote to you in the begining asking for the codes. Why? Because we all know that the EPP code can only be sent to the email address of the administrative contact of a domain name. And the email address at the time was hostmaster@psychz.net. So I thought you would get the codes in the hostmaster email and send them to me. But all I got was a reply from you William saying the "codes have been sent". Sent where? To the hostmaster email? Or where. Coz at least i didnt see any codes in my email.
Then my first ticket was ubruptly closed without resolving. I wrote another ticket after i had gone to the domain control panel of modernbill and changed the email address of the administrative contact to billing@baantu.com. In this ticket i asked again for the codes, this time assuming that they would be sent to this new administrative email. But what happened is William replied saying the "codes had been sent already" and closed the ticket! The codes had been sent where? This ticket was also closed WITHOUT BEING RESOLVED!
Now am writing a third ticket of which am going to keep a copy which i will send also to the online reliability program, web hosting reviews and to ICANN if this ticket is also "CLOSED WITHOUT RESOLVING"!
Please guys, because i am moving from gazzin doesn't mean you should act this way. Dont you have a place where you can go and retrieve the EPP / Authorization code for a domain name? Because there is no link like that in the Modernbil control panel. Please send these codes to their respective administrative contact emails so i can provide the information and move my domain names! Am begging you.
I am hoping we can resolve this issue in an amicable manner.
Thanx
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William
Posted On: 10 Jul 2008 07:55 PM
Hi,
Please understand that EPP codes not even I can read it.
All we do is login and send it from registerar.
This is for security purposes when sending the EPP code. It doesnt matter if your moving or not we have sent alot of EPP codes in the past.
We keep tickets closed so we can reply to new ones your always welcome to re-open the tickets.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 11 Jul 2008 06:55 AM
Your approach to customer support is wrong! Instead of trying to help me, you are instead concerned with defending yourself against my accusations. Why not try to ask me if I have actually recieved any EPP Codes. YES, I know you sent the codes. But I have not recieved any codes in any of my emails. So what does that mean? It means something went wrong somewhere. So, as responsible support staff, instead of trying so hard to defend yourselves, why not backtrack and see where the problem is. Because by just saying you "sent the codes", you are actually not helping me! Dont you see. Because I have not recieved them.
So my guess is they were sent to the wrong email address (hostmaster@psychz.net). So, why not just log back into your registrar account and RESEND the codes. That simple. Then after that I will check my emails and see whether I have recieved them.
Step by step guys. Thats how support works!
So please try to resend them one more time. Because I went and changed the administrative contact email so I think this time I will receive them.
Thank you.
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William
Posted On: 11 Jul 2008 07:43 PM
Hi,
I resent again but getting an error from panel stating that it can not be processed.
I will try again.
We are doing everything we can to assist you. Please relax and let us do what is needed. Please note we are not a registerar and our primary business is hosting and dedicated solutions. I am sorry if we can not properly give support on domain registeration but this is not what we specialize in.
Please bare with us because we go through providers just to get this issue process so you can understand why there are bottlenecks / delays.
We have been superb in terms of hosting so I do really apologize for this.
I will get back to you in 24 hours on the status on this.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 12 Jul 2008 07:03 AM
Ok. Now I appreciate your last reply. Please keep me updated on the situation. I will wait for your reply. Thanx
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SALIRA ISAAC
Posted On: 13 Jul 2008 01:32 PM
Hi,
No reply from you yet. Have you not yet tried to resend the EPP Codes?
Now my website account has been suspended before I could transfer my domain names. This is causing a suspended page to show yet this is what i was trying to prevent all this time! Can you add me seven days on my account so that we can hopefully transfer the domains within that time? I would appreciate that.
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William
Posted On: 13 Jul 2008 02:03 PM
Hi Salira,
Unfortunately we can not unsuspend this unless there is payment done.
EPP codes we are getting errors at registrar still and its weekend which is delays at reigsterar's end in terms of support.
I have sent 3 multiple tickets on this issue to get this resolved for you.
Please note that this is a registerar issue and not related to hosting. Therefore, unsuspension of the reseller account is not possible without intent of payment.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 14 Jul 2008 04:26 AM
So let me get this straight. You have to send "support tickets" to another company in order to solve a small domain name problem? Wow. So I have to rely not on you guys, but on the guys whom you are sending "support tickets"? Am afraid Mr. William this has really shown how small/limited your company is!
So you are saying that this is not a hosting problem but its a domain problem thats why you cant add time on my account? Its like saying when I go to the restaurant and order food and its bad, and the chef says its a problem of the farmer who supplied the food not his problem! What kind of logic is that? Of course when i come to buy his food, I don't want to know about his farmer or supplier, i expect good food. Period. Its the same thing here. When you guys create a domain registration service at Psychz, you are COMMITTING yourselves to providing the full service to your clients. No where do you state that "WE ARE NOT THE ONES REALLY REGISTERING THESE DOMAINS SO IF YOU HAVE A PROBLEM, ITS NOT OUR PROBLEM". If you had that message, i would not be disturbing you right now. But for the last 2 WEEKS I have been trying to transfer my domains to my new host and your support couldn't help me fast enough. Had you dealt with this as fast as how i got me EPP code from Godaddy (5 minutes) I would have closed my hosting account and moved all my domains and sites log time ago. So when I ask you to consider that it was your problem and to add a few days so as to solve the problem and you refuse, it is baffling!
But anyway, if you are not going to add more time on the account, I demand that you TERMINATE MY ACCOUNT IMMEDIATELY and all domains and DNS Zones that it has because it is causing suspended pages to show on my websites and yet i have them hosted at hostgator. So please remove everything and SEND ME MY EPP CODES NOW!
This whole ticket has shed light on many hosting related issues and i am saving it for the future. In the meantime i expect a speedy reply on what you are gong to do.
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William
Posted On: 14 Jul 2008 06:58 PM
Greetings Salira,
I apologize for any issues you may have but we're pretty big with over 1+ million in revenue.
Currently we have over 40,000+ domains hosted globally.
I understand this issue with the registerar but we are only a reseller in the domain registrations. That however does not hinder us from growing and supporting clients with large infrastructure and critical businesses. Unlike hostgator they reseller through the planet we utilize our own infrastructure that just opened a few month ago that cause the moved.
I invite you to come visit us when you are in USA and I will be glad to tour you in our datacenter.
As for the EPP codes I am still getting errors but one of the domains is fine. Looks like the registerar's control panel have some load issues going on. I do apologize for this.
For security reasons and data protection please fill the form out giving rights to termiante the account.
1. First name
2. Last name
3. Email
4. Address
5. Domain
6. Username
This is so you release the responsibility of us keeping your data.
Thank you.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 15 Jul 2008 06:59 AM
So Mr. William your company is big? 40,000+? That must be a joke right? Because in my 2 years with the "mighty gazzin" I have NEVER NEVER EVER seen a good review about your company on any of the respected webhosting reseller websites. All I see are people saying how much Gazzin sucks and how much you guys rip people off! This is no lie! People used to ask me why I was still with Gazzin but I some how would give you guys the benefit of the doubt. However, after this so called "move" of yours to "your new premises", it became unbearable! My sites were off half the time, my sites were bieng blocked in my country by your "servers", my php applications were logging me out, my emails were bouncing and people could not send me emails, your support was too slow and when I managed to send a ticket it was "closed without resolving", and the list goes on and on. So please, give me a break with this 40,000+ domain rubbish. You guys are punching too far above your weight! Hostgator is on the top of every independent review website, I have never seen any bad review of them, and for the few days that I have been there, no problems. So dont even begin to compare yourselves to them. I am one of the people who tried to persevere with you guys but it seems everything you do is just substandard when compared to others. Maybe you are trying too hard to cut prices and offer "cheap services". Well guess what, cheap is not always good/cheap! For example, your domain registrars take 2 weeks to get epp codes/reply to their resseller's tickets. I wonder who those "registrars" of yours are. At name cheap, my epp code is just a click away! Some advice, stop registering domain names if you cant handle it. Period!
Let me stop ranting cause nothing will change. I want you to terminate my account IMMIDIATELY upon reciept of this email. This is because my domain name is still being redirected to your suspended page even if I changed my nameservers at your so called "domain control panel" about 4 days ago! This means i cant even read my email and all mails being sent to me are bouncing, since this is a "domain problem and not a hosting problem". Typical Gazzin! Please remove every trace of my business from your servers ASAP. Below is the information requested.:
First: Isaac
Last: Salira
Email: salira777@yahoo.com
Address: Plot 147 Kiira Road, Kamwokya, Kampala, Uganda
Domain: baantu.com
Username: xalixo33
Do this ASAP. And please, SEND ME MY EPP CODES! I need to get away from you guys as fast as I can.
Am waiting for your reply.
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William
Posted On: 15 Jul 2008 08:12 AM
Hi Salira,
I understand your frustration on this issue and will be having termination done shortly by Robert.
As a side note we do not compare ourselves to hostgator. They are much larger on a reseller side but keep in mind we do not just do reseller services. Our cheap costs were to allow users to start , enter the market easily without spending much.
We deal with higher level of aviliability from infrastructure designs, cluster or grid services, ip transits. It is unfortunate that Gazzin.com did not serve you well, but we are already working on changes to allow budget + grid resellers within the Gazzin subsidaries.
We never had this issues with domain registerars but they are quite large. Just epp codes are not working which is very odd.
If you do not want to deal with me further I will be glad to escalate you to our high management the CTO of the company and perhaps he can assist you better. But I will do what I can.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 15 Jul 2008 11:36 AM
OK. Its now hours and Robert has not yet terminated the account. For the love of God, its just terminating an account! How long does that take? People are sending me mail and I cant read it because the damn thing keeps showing me the suspended page! Do you know how embarrassing that is! Please remove my domain name from your records! I dont want it there! DNS Zones and everything. Remove!
So you can connect me to your CTO? Wow. I would love that! I would love for him to explain for me how the "mighty Gazzin" can fail to get a client epp codes after 2 WEEKS! 2 WEEKS! He better explain because as long as am alive am gonna make sure the entire web hosting community reads this ticket. Am going to dedicate time to it. I have just lost a client because of you guys and i feel it is my duty to let anyone considering signing up or considering leaving to know what you are all about.
NOW REMOVE MY DOMAIN NAME FROM YOUR "SERVERS" AND SEND ME MY EPP CODES SO I CAN GO AS FAR AWAY FROM YOU AS POSSIBLE!
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William
Posted On: 15 Jul 2008 09:48 PM
Hi,
EPP codes were sent multiple times last week that probably cause this error to lock down in the control panel.
This lock down simply prevent getting EPP codes further. The support staff is simply giving us the run around on this issue which is probably causing you problems.
I really apologize for this and on top of that the issues in regards to termination. Please note that we do not a full fledge staff in the billing department , therefore if there's ever an emergency I invite you to contact support to get things resolve.
I dont understand why you would need to "dedicate" your time to flame us when we are providing the support as well as trying to assist you with what you need.
Termination will happen now and I do apologize for the delay. The CTO will be coming to respond to your queries and any remedies he can offer you.
I have requested for management at the registerar hopefully they can find the problem on the flooding that occur on the send of the EPP codes.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 16 Jul 2008 04:52 AM
So finally you have terminated the account, ofcourse after I have lost two of my best clients! Am not even going to dwell on that right now. Please, WHERE ARE MY EPP CODES?? You keep saying the codes were sent ealier on, so I have a question for you. Who controls the email hostmaster@psychz.net? Because whoever controls this email should have seen those EPP codes that were "sent" because those codes were sent to this email because this email was the administrative contact email for the domains at the time you say you sent them!! So I dont understand what you are talking about. Unless you also dont understand what you are talking about?? Again, my advice, STOP REGISTERING DOMAIN NAMES. Looks like this is not your "core business".
Flaming you? No no, am not intending to flame you. Flaming is if someone is fabricating stories. Am not. Am doing a services to all webhosting businesses to watch out! Because you guys are not who you say you are. I have been with you for 2 years and I can firmly come to that conclusion. I know you in and out. Support, billing, sales, bla, bla, bla... Its all the same person. William. William is Robert and Robert is Shaun. Its all the same. So dont tell me to write to support because "YOU" are support and "YOU" are billing, all at once! I want my epp codes and I want to move away from you guys. PERIOD. I have already lost too much here at Gazzin am not willing to lose any more!
SALIRA ISAAC
Posted On: 17 Jul 2008 09:58 AM
AM WAITING FOR THE CODES! IS YOUR "REGISTRAR'S SUPPORT" STILL MAKING YOU RUN AROUND?
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William
Posted On: 17 Jul 2008 09:16 PM
Hi,
Why would we waste our time acting like other people? Makes no sense.
Anyways registerar is still giving us some issues in regards to the EPP release. I do apologize for this weekend is coming soon and I will have the owner call the registerar to see if we can clear this up!
I really do apologize for this.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 19 Jul 2008 12:38 PM
It seems if i dont write you do not also bother to reply. Whats the status of my domains? I mean cmon! Its now 3 weeks and am trying to move my domain names! Thats ridiculous. Am sorry but am going to have to report this to ICANN. You guys are mishandling customer's domain names! Who is your registrar so that I can report them??
William
Posted On: 20 Jul 2008 12:54 PM
Hi Salira,
I am sorry we didnt get you an update but its difficult to get an update from them on the weekend here.
They assure us this will be resolved this week.
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William
Level 3 Engineer
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SALIRA ISAAC
Posted On: 22 Jul 2008 11:43 AM
GIVE ME AN UPDATE. WHAT THE HELL IS GOING ON THERE? AM BEGINNING TO THINK YOU ARE DOING THIS DELIBERATELY!!! MY EPP CODES, PLEASE!
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SALIRA ISAAC
Posted On: 23 Jul 2008 06:15 PM
So now you have decided to just keep quiet with my domain names. Is that it?
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SALIRA ISAAC
Posted On: 23 Jul 2008 06:25 PM
Aarghh, now I cant even log into psychz to change my own nameservers??? am trying to log into psychz with my email (billing@baantu.com) and it looks like you have removed my account or what! My GOD! What do you want from me??
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