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Thread: Loyal Customer, Thank you,

  1. #1
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    Loyal Customer, Thank you,

    Hello,

    I would like to share some experience which I encouter today.

    One of customers, who have a hosting package with us (100MB) get a called from a webhosting company. The company said that his domain is expired. So, the company offer domain renewal + hosting.

    The client called me to reconfirm. I check his domain and he have like 1 month to go (our invoice generate 15 days before due). The client once again receive a call from the same company.

    The company offers like 10 GB webspace + 70 GB data transfer (about that) around RM 150 annually. And of course, the webhosting company do their smooth talks.

    Then my client asked them :
    1. Did you have 24/7 support ?
    2. Can you come to my office to do support rather than email ?
    3. Do you have multiple backup location ?
    4. Do you have Clustered DNS Server ?
    5. How much users in the server ?

    Most of the question, the comapny said no except for the first question

    My client replied, then I stay in Fivio.

    By the way, I also receive the same call. They asked us to renew the domain with them. Some is my private domain and the best part our own domain Fivio.com.

    Is it normal to this ? Calling other people customers saying to renew the domain + hosting. If the client did not know, they would think that it was Fivio.

    Thank you,
    Fivio.com | Customize Solutions
    Webhosting - Dedicated Server - Managed Colocation

  2. #2
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    Hi fivio,
    I believe as usual, all the domains are locked when they are renewed with our domain registrars. As such, how can this company "renew" on behalf of us and our clients?

    Did you ask for the company's name?

    Thanks.

  3. #3
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    Hello,

    We do give our customers domain control panel. So, if they 'follow' the company instruction, the EPP code can be sent by the customer. I do not mind if the customer want to do it, but if they do it without knowing that the company is not Fivio.

    Thank you,
    Fivio.com | Customize Solutions
    Webhosting - Dedicated Server - Managed Colocation

  4. #4
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    I don't know if it is normal, but it depends on how the other host is contacting these clients. If eg, they are calling from Yellow Pages, then there may be no way for them to know that it is a client of yours. Or they may be doing some further research and targetting potential clients.

    As long as they are not misrepresenting themselves and intentionally giving the impression to the client tat they are the existing hosting company rather than a new one, then there is nothing much you can do about your clients being contacted by your competitors. Even some banks offer to "transfer" loans or credit cards of clients from other banks. I guess its part of the business world.

    However, it does seem strange that the other host would even call you (another host) and it makes it seem that they do not do a good job in narrowig the list. But it is good to have loyal clients, and this one of yours seems to be knowledgeable enough not to fall for any trick offers etc. Apart from getting revenue from these clients, its nice to have long-term clients who appreciate your service.

  5. #5
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    Quote Originally Posted by mylinear View Post
    I don't know if it is normal, but it depends on how the other host is contacting these clients. If eg, they are calling from Yellow Pages, then there may be no way for them to know that it is a client of yours. Or they may be doing some further research and targetting potential clients.

    As long as they are not misrepresenting themselves and intentionally giving the impression to the client tat they are the existing hosting company rather than a new one, then there is nothing much you can do about your clients being contacted by your competitors. Even some banks offer to "transfer" loans or credit cards of clients from other banks. I guess its part of the business world.

    However, it does seem strange that the other host would even call you (another host) and it makes it seem that they do not do a good job in narrowig the list. But it is good to have loyal clients, and this one of yours seems to be knowledgeable enough not to fall for any trick offers etc. Apart from getting revenue from these clients, its nice to have long-term clients who appreciate your service.
    Hi,
    Any hosting provider will have the knowledge to check which hosting provider is the client hosting with.

    It sounds more like customer hijacking to me, as fivio did not mention that this company mentioned its name when service renewal is offered.

    Thanks.

  6. #6
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    Hello,

    The company does not said our name in the call. This is what my client said to me. However, what is your customer respond if a company call him and say this

    Other Hoster : Hello, XYZ Sdn Bhd ?
    Client : Yes
    Other Hoster : This is just a notice, your hosting + domain is going to expired. You can renew the domain with us. Of course, we can offer you webhosting too. Our hosting package is XXGB etc.
    Client : How do I RENEW MY DOMAIN ? <--- just renew eh.
    Other Hoster : (they give instruction to get the EPP.)
    Client : (He asked the question as my first post)

    Let say that the client did not know, and follow the instruction given.
    How would you react after the domain already transfered ?

    Thank you,
    Fivio.com | Customize Solutions
    Webhosting - Dedicated Server - Managed Colocation

  7. #7
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    Hi fivio,
    Which domain registrar are you using?

    We use eNom and we do give our clients access to the control panel. However, the domains are all registrar-locked to prevent domain hijacking. It does not mean that we want to lock our clients with us for the rest of their life of using the domain name, as we will release the domain name when we were asked to do so. However, with such feature, we never worry about issue like this because EPP will only be released when the domain is unlocked.

    Perhaps you need to check with your registrar?

    Thanks.

  8. #8
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    Hello,

    We use Directi. Of course we can lock the domain from transfer to other webhosting. But it would not be ethical as the domain is owned by the client so why would I want to lock it. The customer can lock and unlock by themselves.

    Like I say, I do not mind if the client transfer with legit reason. But if someone asking them to transfer (my client though it is from Fivio), then this is an issue.

    Thank you,
    Fivio.com | Customize Solutions
    Webhosting - Dedicated Server - Managed Colocation

  9. #9
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    Quote Originally Posted by michaelfoo View Post
    We use eNom and we do give our clients access to the control panel. However, the domains are all registrar-locked to prevent domain hijacking.
    I think in fivio's case it is not so much that the other host is trying to hijack the domain by issuing a transfer etc. Since fivio's client has got full control of their own domain, the other host can give instruction to the client on how to transfer/renew the domain without having to contact fivio. If fivio's client does not realise that the other host is not actually fivio, or the other host misleads the client in believing it is fivio, then fivio would lose that client/domain. Even if the domain is locked in this case, the other host can just give instructions to the client how to unlock it as the client has full control.

  10. #10
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    Quote Originally Posted by fivio View Post
    Of course we can lock the domain from transfer to other webhosting. But it would not be ethical as the domain is owned by the client so why would I want to lock it. The customer can lock and unlock by themselves.
    What you could do is to lock the domain by default when you first hand over the domain to your client. Advise them of what you had done, why you had done it. If they choose to unlock it and later it is hijacked etc, then it is their problem. You do your part in educating them a little on this matter.

    Quote Originally Posted by fivio View Post
    Like I say, I do not mind if the client transfer with legit reason. But if someone asking them to transfer (my client though it is from Fivio), then this is an issue.
    Again, you have to do your part. Tell your clients that you will send a reminder notice 15 days before expiry. Tell them that they should wait for this reminder before they do anything, unless they really want to go with another host. Tell them what your procedure is, tell them if they get calls from other hosts, to call you and et you know so that you can check on it and advise them accordingly. Tell them that there are other hosts who will hijack their domains and some dangers. Like I said, educate them a little, not all technical aspects, just enough for them to understand a bit about it.

  11. #11
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    Quote Originally Posted by fivio View Post
    Other Hoster : Hello, XYZ Sdn Bhd ?
    Client : Yes
    Other Hoster : This is just a notice, your hosting + domain is going to expired. You can renew the domain with us. Of course, we can offer you webhosting too. Our hosting package is XXGB etc.
    Client : How do I RENEW MY DOMAIN ? <--- just renew eh.
    Other Hoster : (they give instruction to get the EPP.)
    IMO, the other host has not done anything wrong here. The above seems to be a straight forward sales call with no signs of misleading the client. The other host was not trying to hijack the domain.

    Quote Originally Posted by fivio View Post
    Client : (He asked the question as my first post)
    It is at this point where the result is decided. So, it is up to your client in the end. If he is careful, he would have done what your client did. If he is not careful, then he may have taken the other host's offer. After all, it is their domain, their money, hey can choose which host they want depending on what they think is best for them.

    Quote Originally Posted by fivio View Post
    Let say that the client did not know, and follow the instruction given.
    How would you react after the domain already transfered ?
    You would of course be unhappy if you lost the client, especially by mistake or unintentional means by the client himself. That's why all you can do is to try and explain to them a little about these things so that they are a bit aware of such things.

  12. #12
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    Quote Originally Posted by fivio View Post
    Hello,

    We use Directi. Of course we can lock the domain from transfer to other webhosting. But it would not be ethical as the domain is owned by the client so why would I want to lock it. The customer can lock and unlock by themselves.

    Like I say, I do not mind if the client transfer with legit reason. But if someone asking them to transfer (my client though it is from Fivio), then this is an issue.

    Thank you,
    I would not view it from whether it is ethical or not. So long we do not hold our clients' domain and we unlock the domain immediately when there's a request, I think it is wise to always lock the domain. After all, I admit that most of our clients are not IT savvy and they do not have good background on how things works when it comes to web hosting.

    The thing about eNom is, a client is unable to unlock his domain at access.enom.com. The domain is registrar-lock by default when you order or renew it and can only be unlocked in eNom's Reseller Panel.

    Even eNom recommends its resellers (that is us) to always lock the domain unless we need to transfer them away. Thus, I don't think it is not ethical especially the clients have the right to request for domain unlock from us plus the domain WHOIS information shows the clients'.

    Back to the subject. I believe what we are discussing right now is how a customer is hijacked by this particular company. The company has the rights to recommend our customers to try their services but definitely not requesting them to "renew" by giving them instructions without specifying clearly that they are not us and such "renewal" is a transfer from hosting provider to hosting provider.

    Thanks.

    edit: Going off topic
    Last edited by michaelfoo; 19-06-2007 at 01:07 PM.

  13. #13
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    This issue has been going on for quite a while actually. This particular hosting company has been trying to hijack other hosting company's clients. But, like what fivio mentioned, thanks to loyal customers for their support and stay with their original hosting provider.

    Exabytes would also like to thank our loyal clients for staying with us!
    Last edited by starsearcher; 19-06-2007 at 03:57 PM.

  14. #14
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    Hello,

    Quote : Myliner
    -----------------------
    IMO, the other host has not done anything wrong here. The above seems to be a straight forward sales call with no signs of misleading the client. The other host was not trying to hijack the domain.
    -----------------------

    It is a direct sales call I know that. But if the customer does not aware, he will renew to the other hoster. Now, I am going to ask my client whether they want to add privacy services into their domain.

    Of course my client have the choice to choose which hosting he want to be. But I prefer to be legit decision rather than misleading.

    Starsearcher,
    Last time also one comapny call me, the name is something like blahblah-internet. I forgot already the correct name. They call me to renew fivio.com domain + client domains. Of course with offers.

    I would not steal other people client as I know it is hard to get good customers. If I want to get customers, it would be a fair duel

    By the way, if the customers (from other hosting) ask for sales quotation, of course I would entertain them.

    Thank you,
    Fivio.com | Customize Solutions
    Webhosting - Dedicated Server - Managed Colocation

  15. #15
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    That particular company even emailed our clients and volunteered to help them renew their domains when our clients already renewed their domains with us. And the clients were confused of course.

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