Customer support is not turning off domain privacy

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  • Updated 8 years ago
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I have written to customer support at least six times over the last few days to get the domain privacy setting turned off. Either they don't know what I'm talking about or they are unwilling to do it, but I am trying to transfer the domain registration *away* from Yola and am unable to do so until *you* turn off the domain privacy setting. Since we paid for that setting, we should control it. Can you forward this to someone who knows what they are doing? I will keep posting public complaints here until you take care of it.
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gkuzmowycz

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Posted 8 years ago

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Monique, VP of Customer Support

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Hi gkuzmowycz

I am in charge of Customer Support at Yola and I would like to help you resolve this problem as quickly as possible. I am very sorry to hear that you have not had success with your domain transfer up till now. Please can you tell me what your domain is? This will allow me to review any previous correspondence between yourself and the Customer support team and find out what is going on and what needs to be done.

You are welcome to continue posting on this thread until we are able to resolve this matter to your full satisfaction.

Thanks,
Monique
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gkuzmowycz

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I am writing an e-mail to give you the domain info, so as not to post it in the forum. I'm also including the headers from the e-mail I've gotten from customer support; presumably there's a ticket number in there.

The problem is that "domain privacy" was purchased/turned on when the domain was set up. This masks the WHOIS info, which makes it impossible for me to receive an e-mail from the receiving registrar, but I do not have access to the Network Solutions account under which the domain was locked.
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Laura Thomas, Social Media Coordinator

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Thanks gkuzmowycz, this is very useful information. Monique is offline at the moment but I will forward her the information you have sent on to Support so she can review them as soon as she's back online. Thanks for your patience as we work through this together.
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gkuzmowycz

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Well, unfortunately I cannot e-mail you, even though you e-mailed me. "noreply.yola@..." is not a very support-friendly address.

It appears to me that all your systems are designed to make any changes or transfers as difficult as possible.

Send me a private e-mail, and I will provide you the necessary details, or look in the e-mail queue of your employee Brianna, who has been almost completely non-responsive.
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Laura Thomas, Social Media Coordinator

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gkuzmowycz,

I will check in with Brianna now, and in the meantime please send on any information you have to add to support@yola.com ATTN: Monique. The "noreply@yola" email address is not standard, rather a problem we are seeing on select cases. We have been looking into what causes it in order to fix it. Do you use Outlook by chance?
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Laura Thomas, Social Media Coordinator

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I just wanted to update you to assure you that I did find your information and it has been escalated to Monique. I do see there was a misunderstanding, and that Brianna informed you that domain privacy was unlocked when in fact, only your domain was unlocked. Monique will be in touch with you direct as soon as she's back online.
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gkuzmowycz

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The e-mail address "noreply.yola@getsatisfaction.com" cannot be "not standard", as you assert, it is clearly set that way by design through your affiliation with getsatisfaction.com. Your e-mails to me also come in with this address. No, I am not using Outlook, and no, that is not the problem anyway. Is anybody actually reading my e-mails or the ticket? Does anyone there understand anything about domain registration? I'm beginning to doubt it.

Why does this issue require escalation? Why does it require a dozen e-mails over a span of more than 48 hours now? Everybody at Yola thanks me for my patience, but my patience has run out.

You know the domain in question. Turn domain privacy off so I can transfer the domain. This is not rocket science, for heaven's sake. So far three people at your company are unable to do this one simple task.
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Sanja, Official Rep

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Hello gkuzmowycz.

I have responded to your other thread and explained why we are not able to immediately address the issue.