Big Bear Construction

Namesilo, this is just untrue, I've worked with other registrars before and it was never my intent to call and have some site immediately removed.Any assumption on your end is in error, and you need to re-evaluate.To everyone else, the mood points are of course opening an hour after their phone states they were to open (NS stated that was fixed, thank you).And the ugly, is being rude to customersAfter trying to reach the company for over an hour, while the company was the one in error, I should not of been treated rude at all for asking "what time zone are you in"Yet I was, the customer service representative did not listen to me, was really smug with his attitude, refused to let me talk to anyone else, and eventually pissed me off with this attitude.He told me that I should of went on chat, so I went and again the guy provided me a link at best, while telling me my problem was no concern to them.@namesilo stated "We take abuse reports seriously" but you did not yesterday, in fact your guys nearly refused to even take the reportYes someone spammed on my website, not something to take serious as you sayBut someone signed up for a website (britted.com) just a month and a few days ago and is using it to spam on my site and on others sites as wellIt's unprofessional at best, it is abuse (whether you want to protect terrorists is up to you and your goals), and you DID NOT take it serious at all, but instead your guys seemed to make a game of NOT giving me customer service, but customer neglect instead.@namesilo I don't want petty excuses on this, I want the problem fixedNo one asked you to just delete a random account, and the way your boys acted just shows why you are using petty excusesBe a man, fix the problem

This "complaint" is entirely baseless as we do not operate any web sites other than our own

I cannot get into too many specifics other than to say that they believed that, as a registrar, we have the responsibility to police the activity and behavior of all of our customers onlineAfter reviewing the call transcript and chat log for the Complainant yesterday, we replied that what he was
reporting did not justify a breach of our terms of service and that we were therefore unable to process his abuse complaintThe Complainant was also disappointed that our phone message reported phones being available by 9:Mountain Time when it should have said "Arizona time" since Arizona is not always on Mountain time (we have updated our off-hours message now to correctly state "Arizona time")We do not have the right to suspend accounts, domains, etcsimply because a report is madeMany times people believe registrars are responsible for many things they are not simply because our information appears in WHOIS and we are required by ICANN to show an abuse point of contactTherefore, many people feel that what they construe as "abuse" should always fit the registrar's definition of abuse and scope of authorityUnfortunately, this is not always the caseWe take abuse reports seriously, but we also advocate on the side of our customers and RegistrantsThis many times puts at odds between a Complainant and a Registrant and one party will inevitably feel wrongedThis is why we, as with many other registrars, publish specific abuse reporting procedures and clear terms of serviceIf a breach of our terms is determined to have occurred, we have policies to follow to allow (except in the most egregious cases such as child pornography, terrorist activity, etc.) Registrants to respond and/or cure the breachThe fact that we do not take immediate action, or sometimes no action at all depending upon the specific complaint, leaves some Complainants frustrated with us as registrars when we have no purview over the complaint being made

We do not have purview over the content on web sites. We are a domain registrar, not a host.

Hello, There is nothing deceptive about how we transfer domains - the Complainant simply does not understand how domain transfers work. We clearly demonstrate how transfers work in relation to the extra year added to transfers here...

- https://www.namesilo.com/Support/Domain-Transfer-Frequently-Asked-Questions. As shown, and as with all registrars in the world, a price is paid to transfer the domain (prices clearly shown on our site as well - https://www.namesilo.com/pricing.php). Then, as clearly noted, upon transfer completion, 1 year is added to the expiration date at no additional charge. We have transferred over 500,000 domains from other registrars over the last 10+ years (https://www.namesilo.com/transfer_compare.php) and we have had the same messaging on our site this entire time. Unfortunately, this one customer did not take the very short amount of time required to understand how transfers work and is now engaged in a campaign to slander us across the Internet. If our messaging and practices are so deceptive, why is it that so many other people have and continue to transfer domains to us without the Internet being full of similar complaints?

The Complainant does not understand the different roles that registrars, registries, ISP's, etc. play. The Complainant tried multiple times to report abuse to us that was not within our purview. The Complainant got increasingly frustrated and hostile with our support staff who were simply doing their jobs and communicating efficiently and effectively.  As I stated in our initial reply, we stand behind our customer support and the people who provide it. We have been in business for 7 years and have what we believe to be a very strong track record of providing excellent service - even at the price points we offer. We attempt to work with anybody contacting us for support in a professional, timely and helpful manner. However, as I stated in my initial reply, we sometimes are caught in the middle of competing parties making accusations and demanding action on our part that we cannot always take. This problem is not unique to us. I am sure it happens with all registrars with whom people think what they construe as abuse is always under the purview of a registrar even though this is not always the case.In short, the complaint is not valid as the Complainant is requesting us to take action which is not within our legal purview. You can find a complete transcript of the chat the Complainant had with our support staff here:[redacted]You will find the Complainant was treated with respect, answered in timely and efficient fashion, and that the Complainant got increasingly rude and hostile with our support staff. We will not condone people mistreating our support staff and exposing them to a hostile and abusive environment. The Revdex.com should not allow this claim to go on one minute further for all of the reasons listed above. If the Revdex.com understood our industry, they would know we have no purview in this case and that what our support staff communicated to the Complainant is exactly correct. Further, the Revdex.com should not allow complaints such as this to reach companies unless they are well-founded and researched. I would not think the Revdex.com would accommodate a complaint to a plumber about a Complainant demanding help from the plumber with a problem they had on an airline flight. This complaint is equally unfounded.Thanks,RickNameSilo support

This "complaint" is entirely baseless as we do not operate any web sites other than our own.

Namesilo, this is just untrue, I've worked with other registrars before and it was never my intent to call and have some site immediately removed.Any assumption on your end is in error, and you need to re-evaluate.To everyone else, the mood points are of course opening an hour after their phone states they were to open (NS stated that was fixed, thank you).And the ugly, is being rude to customers. After trying to reach the company for over an hour, while the company was the one in error, I should not of been treated rude at all for asking "what time zone are you in"..... Yet I was, the customer service representative did not listen to me, was really smug with his attitude, refused to let me talk to anyone else, and eventually pissed me off with this attitude.He told me that I should of went on chat, so I went and again the guy provided me a link at best, while telling me my problem was no concern to them.@namesilo stated "We take abuse reports seriously" but you did not yesterday, in fact your guys nearly refused to even take the report. Yes someone spammed on my website, not something to take serious as you say. But someone signed up for a website (britted.com) just a month and a few days ago and is using it to spam on my site and on others sites as well. It's unprofessional at best, it is abuse (whether you want to protect terrorists is up to you and your goals), and you DID NOT take it serious at all, but instead your guys seemed to make a game of NOT giving me customer service, but customer neglect instead.@namesilo I don't want petty excuses on this, I want the problem fixed. No one asked you to just delete a random account, and the way your boys acted just shows why you are using petty excuses. Be a man, fix the problem.