Dear Melbourne IT Leadership Group,
I would like to send my sincere commendations to a member of your hosting support team by the name of “Sank”.
In the last week, I have been screwed around ROYALLY by several of your staff. Sank was the only one who seems to know what he’s doing.
On 30 November, I received an email regarding one of our domain names ‘nelsongoc.com’. The email advised “The following account has been deleted and is no longer accessible.” This is, I might add, a completely useless email. It tells me nothing about the situation. So I rang your support line and spoke to a gent (whose name I unfortunately didn’t write down) who advised me that our domain name was registered through to 2019 and that this email was only regarding our hosting service. I asked if allowing this hosting service to expire would affect our MX records on the domain, as they were pointing to Google Apps. He assured me that letting the hosting expire would not affect our MX records in any way. So we let it expire.
A week later, our email for this domain (which we use to run several businesses I might add) stopped working.
So I rang again last night (8 Dec) and spoke with someone else who told me the same thing as the gent on 30 Nov. I explained that our email had stopped working but he assured me it had nothing to do with the MelbourneIT side of our service.
After scratching my head for another 15 minutes, I rang back AGAIN and this time spoke with a gent called “Niz” who explained that everything I’d told had been incorrect and that I did, in fact, need your hosting service to re-direct our MX records to Google Apps. He offered to set up this service for me – at a cost of $219 p.a.! I asked him if there wasn’t another way to change the MX records – after all, every other domain name registration service we use has this functionality built into the domain service – but he assured me that there was no other option. So I agreed to proceed with setting up the new hosting service. He sent me an email with the new login for the service a few minutes later. However when I tried to login to the DNS section, I was asked for the login a second time but it wouldn’t work.
So I rang your support line for the THIRD time that day and spoke to a young lady who assured me that the DNS login was the same as the Hosting login and worked on her side. She advised me to send an email to the support department with the details of the MX records we needed changed and that they would do it for us. This was about 6pm Brisbane time last night.
This morning, around 9am Brisbane time, I rang Niz again to see if the MX records had been changed. He put me through to Sank.
Sank advised me that what Niz told me about needing the Hosting service was INCORRECT. He said there is a way to change the MX records on the backend of the domain. He then proceeded to walk me through how to set it up. He then put me back through to Niz to cancel the hosting service.
SO……. it took me FOUR calls to your technical support department before I actually got hold of someone who knew what they were talking about.
What kind of operation are you running in there?