Sign-up problems

[Ebor_it]

Hi,

A couple of suggestions to improve the sign-up procedures for Linux shared hosting and domain reg.

1. If the domain hasn't been successfully registered, don't send me an email that says it has. I had mistakenly missed out my postcode, which your form accepted as fine, and I got a domain registration confirmation. I waited a day and noticed that the domains were still available from nominet. I then contacted live chat who fixed it for me. It should be trivial to catch problems like that earlier, so that the customer doesn't have to debug it for you.

2. If I'm buying a domain and hosting from you, perhaps you'd like to set the nameservers so they work together? After the previous thing has been fixed, I wait 5 days for the names to propagate, then contact live-chat to see if there is a problem. They tell me that the nameservers were set wrong. When I registered the domain the nameserver boxes were pre-populated, I naively thought that the values would be the correct ones for the hosting package I had also bought. Again, it should be trivial to catch such a problem so that I didn't have to notice it and bother your support people.

If you could fix these problems then I expect you would have less support calls/chats which would save you money, and have happier customers. I'm pretty pissed off about these simple problems, which is a shame for you as I'm setting up as an IT consultant and I might have recommended your products. Not so sure about that now...

Best wishes (and big thanks to Jeffery and Sarina who fixed my problems quickly and professionally on live chat.)

Ian M

[Ryan]

Hello Ian,

Thank You for choosing eUKhost for your hosting requirements and apologies for the inconvenience you faced while ordering. With regards to the problem regarding domain registration, I'll get it checked and sorted with the help of our billing department and development team.

About nameservers to be used on the new domain, these are sent to clients in the welcome email after the hosting account has been setup and these vary depending upon the server on which the hosting account has been setup. There have been instances where clients prefer registering domains through a different company or using their already registered domains. This is basically the reason we prefer sending the applicable nameservers in the welcome email only. About the pre-populated nameservers in the order form, I'll get those removed from there in order to avoid the confusion.

We appreciate your feedback on this and can assure you that this was a one off case. You can rest assured about the level of service and support you'll receive from us in future.

[eukrobert]

Many thanks for your feedback we will certaintly get those issues addressed as soon as possible.