Hello, this is SnapNames – How can I help you?
SnapNames, plagued by problems in recent months, has made an impressive about-face in customer service satisfaction which has been met with positive skepticism by some domainers.
“I had a login issue with my SnapNames account and opened a ticket which was answered in 7 minutes, that can’t be happening,” said Kim Paris from Sacramento, California.
“They resolved my issue in another 5 minutes flat, I am truly shocked,” added Paris. “Are they still the same company?”
Ever since the number of customer complaints escalated, SnapNames has added more trained staff to resolve issues related to its drop-catching and registrar services; the sister company of Moniker is on a good course to becoming a top domainer choice for catching domain names, once again.
“Three weeks ago I was advising everyone to drop SnapNames, but right now they are #1 in my book and I wholeheartedly recommend them,” said Paul C. from Duluth, Minnesota. “No other dropcatcher comes even close, they have resolved my issues 100%,” added Paul C.
The positive changes in customer satisfaction are also shared by Moniker, after the same processes were introduced recently. Moniker has seen a small but steady increase in domain registrations and customer retention is once again rising.
Other domain-related companies should take notice and improve their customer support as well.
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Interesting. Ironically given all the headaches I’ve had with SnapNames in the last 2 days, I have no complaints about their level of communication, which backs up the article’s findings, but everything else is pretty problematic.
I experienced *three* separate system errors during consecutive attempts to pay for a “buy it now” domain. A page “not found”, an in-page error “failure to lock domain” and the message “One or more names could not be added to your account”. After their support team sorted the cart problems manually I was then told I was actually in an auction.
Yet I still have the screen grab where it told me “Buy It Now items are domain names available for instance purchase”, in the very same place I was clicking Buy It Now. The final insult is find you can neither remove your own credit card details from the system (they are required even before you click to buy a domain – yet cannot be removed if you don’t?) – and also cannot cancel/delete the account.
Drew – Please read http://domaingang.com/about/ 😀 particularly the reference to the “100%” image.
Ok now I see what you are aiming to do, but I’m afraid likening the writing style of the piece above to the wonderful parodies of The Onion is a bit of a stretch. Had you thrown in some comedic, rather than just sarcastic lines it would have been clear. eg. “SnapNames customer service is so good, even people who don’t want domains now call them just to be treated so well. As such SnapNames will now be offering milk & cookies within their highly advanced systems – with a delivery time of just a few weeks.. from the time of getting through to someone.”
Unfortunately as it stands it just looks like promotional material for them. Sorry!