Advice to Moniker (Updated)
I was briefly on the phone with Moniker support this morning, and I was told the website would be coming online at 9am. Well, it’s now 9:30 as I publish this, and it’s still not online.
Ordinarily, I would let this all play out and assume things will get resolved, but unfortunately for me, I am in the middle of a large deal that involves the sale of a domain name that is registered at Moniker and should be pending transfer depending on when the buyer initiated it. Complicating things further, the domain name is set to expire late this month, so if a transfer is not successful, I will need to renew it so its expiration doesn’t lapse.
I have about 50 or so domain names currently registered at Moniker. For a variety of reasons, I had moved many of my domain names to other domain registrars in the last few years, and I don’t use Moniker much anymore. Most names I have there were either not worth paying to transfer out or purchases where the seller pushed to my Moniker account and I didn’t transfer them out.
This leads me to the topic of the post – some advice to Moniker. Here’s what I think Moniker should do in the coming hours and days:
1) Apologize to customers via email and social media for the inconvenience and explain why this overhaul was necessary.
2) Email all clients to let them know about what is happening and when we can expect to resume normal activity. Be as transparent as possible and give real times. I would rather the site stay down one more day but actually resume activity when promised than be given a deadline that passes with no information.
3) Assure customers that domain names are safe and won’t be deleted due to the inability of logging in to renew them.
4) Get all hands on deck and answer the phones 24/7 to help customers in different time zones around the world. I called technical support about renewing my domain name yesterday, and after a long wait, my call was disconnected. This is not acceptable.
5) Answer all support tickets as quickly as possible. Give an update to all tickets that are pending, even if the issue is not yet resolved. This will be reassuring.
6) When the website is operational, make sure customers know how to operate the control panel. Share a link to a resource to learn how to renew, change DNS, transfer out, turn on auto-renew…etc.
What else do you think Moniker can do to rectify this situation?
Update: Moniker is now back up for me, and customer support answered my phone call very quickly. Here’s hoping everything is fixed.
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