thomascrampton.com — This posting is great for customers still suffering from the 4-day old email outage on Netidentity and should be interesting to those considering using their service. A company rep actually came to join the fray.
Aug 15, 2008 View in Crawl 4
billforsternzAug 15, 2008
I was thinking about it a little more and I was definitely a Netidenty/Mailbank customer last century, so that's more like 10 years than 6 years. Imagine 10 years of internet time! That must be like 100 human years or 1000 dog years. Walking away from my netidentity email address is going to be painful, but it has to be done.To get a feeling for just how exasperating these people are to deal with take a look at the most recent messages I sent to their support centre on two separate trouble ticket threads. I label them by how long they had ignored me - one message is 10 days, the other is four months - yes that's right four months.** Message from me to support centre after being ignored for 10 days **For well over a month now my Netidentity renewal process has been an unnecessary stress and worry. I have documented the whole sorry saga in depth on an earlier trouble ticket;BDF-219022You are obviously totally ignoring that one so maybe starting another will get someone's attention. If anyone ever reads this and looks at the BDF-219022 they will see that my plea for help (a plea to actually pay you money) has by now been completely ignored for more than 10 days.The whole time that I have been trying to pay my bill I have been getting automated emails telling me my account was expiring/expired and repeating brain dead advice on how to renew - including using email addresses that other communications from Netidentity insist are now inactive/unusable ("use the help.domaindirect.com instead").I have tried to use your credit card payment system dozens of times during this whole saga. It never works. Today, to my amazement it worked! What did I do different ? Well I changed from requesting 5 years more service to requesting 1 years more service. Why ? Well I am so disgusted by the way I've been treated that it occurred to me I didn't actually want 5 years service anymore anyway. I just wanted a single year to provide a smooth migration path for my friends to a new email address. I need a new email address from a reliable and worthwhile organization - definitely not Netidentity.** Message from me to support centre after receiving a response after 4 months **I can't imagine what kind of influx of emails would result in a *four month* delay to responding to a problem report. Oh maybe I can, perhaps this is the most pathetic flaky and downright useless site on the entire internet, so every single user is flooding you with complaints. That would make perfect sense and is entirely consistent with my entire user experience.As always you have completely ignored my questions and posted a completely useless and pointless response. For example I asked the following;"Which password do you need ? Surely not one of my Netidentity passwords? (I could complain about needing two passwords - one for the main site and another for this so called customer service center - but I already have enough to complain about). Why do you want me to send you any kind of password - in plain text presumably - surely this is incompatible with all normal security measures."Naturally you completely ignore those questions. And you suggest phoning in? What a joke, I tried that any number of times and ended up in perpetual "please hold you are very important to us" hell.You know what I don't care anymore. I am not going to waste another second of my time.