NameSilo

We have already been more than flexible and accommodating regarding this "complaint"We allowed the complainant to transfer their domain to a different provider without even waiting the typical days as suggested by ***this is very atypical and was a true gesture of goodwill that was not required by our industryWe believe the Complainant is using the Revdex.com to try to strong-arm us into issuing a refund for services they contracted for and were never deniedTheir incompetence and failure to try to reach a resolution with us should not be an adequate justification for harming our rating with the Revdex.com

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowThey got the reports Using the [redacted] address as define in the whois database and with all the e-mail address define on their web pages, namesilo suggesting that they did not receive the e-mails is not trueAll namesilo spamming domains have been reported/forward via e-mail with original full headers and body to [redacted] As the reported domains have sent a number of spam e-mails over a number of different days, this then results in the domains being reported repeatedly to namesilo I have received no response from namesilo that the domain/domains has been suspended or even a response that they will review the matter I have not received any e-mail error message that any e-mail was rejected by namesilo [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The business refused to help me (even though I asked several times, and I pointed out as well that the description is not understandableI was written that they have no time to assist individuals, because everyone else understands the description) (I was wondering if everybody understands why they don't have time to assist the only 'stupid' one, where is the customer service?, Not receiving assistance, but rudeness I decided to move my domains awayI think such business should close down and they should give me the money back Regards, [redacted]

The complaint filed by the customer is largely incorrectAt no time did we ever tell them that we did not provide supportThat is ludicrous to even insinuateTo the contrary, we recorded emails from the customer and replied on average in under minutesThe customer refused to follow our instructions and instead demanded that we do everything for them to setup their email forwardingUnfortunately, as is the case with all of our other customers, we cannot do this on our customers' behalfWe also answered this customer's pre-sales questions regarding email forwarding by telling her that we could not help her with every step of setup as we would have no way of knowing her specific needs and the needs of her related service providersWe have over 30,customers customers using email forwarding and none have had any problems getting it setupWe provided a link to documentation times to this customer and requested that they provide feedback as to the problems they were havingUnfortunately, the customer never did soShe simply replied with comments such as not being able to understand instructions written by males, demanding that we figure things out for her since she was a customer, and also resorting to personal attacks and profanity on several occasionsEven through the initial mistreatment our customer service reps encountered, they still provided excellent customer serviceFor reasons we still cannot understand, the customer absolutely refused to even try to follow the same documentation used by all of our other customersThe steps we requested she take could have been done in under seconds! On different occasions our support personnel asked for specific feedback as to issues encountered, and each time the customer grew more angry and demanding that it was not her responsibility to help us understand her problemsEventually, we gave up when the customer continued their abusive treatment of our staff including threats, profanity and personally disparaging commentsEven after all of this mistreatment and unfounded accusations, we resolved the situation by allowing the customer to transfer her domain to a new registrar (with whom they had even more problems) even though we were not required to do soWe made a special exception for this customer to ensure they could find a new company that could perhaps address her needsWe have all of the emails logged and are more than happy to share (after scrubbing anything revealing personal details that could compromise privacy) with the Revdex.com as the proof surrounding this complaint is not in what this customer claims, or even our response, but in the actual correspondence that occurredWe have been in business over years and have almost universal exceptional reviews, especially in relation to customer serviceUnfortunately, the demands and disposition from this customer did not make it possible for us to help to their unreasonable satisfaction

I just emailed and spoke with a very rude customer service rep named EricI was only asking for instructions on how my client can access their accountThey had lost the login credentialsI had copied my client on the emailIt would have been simple to just give instructions - Like, the client has to call usetcInstead, he just refused to help at all and gave curt three word answers to my questionsWhen I called, he was equally sarcastic and rudeHe interrupted me and kept talking over me until I basically lost my temperI will never refer a client to Name SiloI will never become a client of Name SiloThis client will be transferring to Go Daddy if we can ever log in to the account

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

Abuse complaints must follow our abuse reporting procedures as defined at:https://www.namesilo.com/Support/Abuse-Reporting-ProceduresAll abuse complaints that are properly submitted are considered and responded to so we can only assume the Complainant did not follow our procedures
Further, it should be noted that our systems cannot possibly be used to send spam as we do not provide email services for sending mail.Thanks

The complaint filed by the customer is largely incorrect. At no time did we ever tell them that we did not provide support. That is ludicrous to even insinuate. To the contrary, we recorded 24 emails from the customer and replied on average in under 3 minutes. The customer refused to follow our...

instructions and instead demanded that we do everything for them to setup their email forwarding. Unfortunately, as is the case with all of our other customers, we cannot do this on our customers' behalf. We also answered this customer's pre-sales questions regarding email forwarding by telling her that we could not help her with every step of setup as we would have no way of knowing her specific needs and the needs of her related service providers. We have over 30,000 customers customers using email forwarding and none have had any problems getting it setup. We provided a link to documentation 14 times to this customer and requested that they provide feedback as to the problems they were having. Unfortunately, the customer never did so. She simply replied with comments such as not being able to understand instructions written by males, demanding that we figure things out for her since she was a customer, and also resorting to personal attacks and profanity on several occasions. Even through the initial mistreatment our customer service reps encountered, they still provided excellent customer service. For reasons we still cannot understand, the customer absolutely refused to even try to follow the same documentation used by all of our other customers. The steps we requested she take could have been done in under 10 seconds! On 14 different occasions our support personnel asked for specific feedback as to issues encountered, and each time the customer grew more angry and demanding that it was not her responsibility to help us understand her problems. Eventually, we gave up when the customer continued their abusive treatment of our staff including threats, profanity and personally disparaging comments. Even after all of this mistreatment and unfounded accusations, we resolved the situation by allowing the customer to transfer her domain to a new registrar (with whom they had even more problems) even though we were not required to do so. We made a special exception for this customer to ensure they could find a new company that could perhaps address her needs. We have all of the emails logged and are more than happy to share (after scrubbing anything revealing personal details that could compromise privacy) with the Revdex.com as the proof surrounding this complaint is not in what this customer claims, or even our response, but in the actual correspondence that occurred. We have been in business over 5 years and have almost universal exceptional reviews, especially in relation to customer service. Unfortunately, the demands and disposition from this customer did not make it possible for us to help to their unreasonable satisfaction.

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

We have already been more than flexible and accommodating regarding this "complaint". We allowed the complainant to transfer their domain to a different provider without even waiting the typical 60 days as suggested by [redacted]. this is very atypical and was a true gesture of goodwill that was not required by our industry. We believe the Complainant is using the Revdex.com to try to strong-arm us into issuing a refund for services they contracted for and were never denied. Their incompetence and failure to try to reach a resolution with us should not be an adequate justification for harming our rating with the Revdex.com.

The Complainant  does not understand who has purview over reported spam. We do not offer a network that sends spam. The Complainant should understand this and should not be contacting us as a domain registrar. The Complainant is advised to go here: https://www.namesilo.com/report_abuse.php. As clearly demonstrated again, we do not offer email services that could be used for the delivery of spam. Domain registrars are not liable for spam complaints, so we have aboslutely no idea why the Complainant thinks they should file complaints with us. Again, they should file their complaints with the company that is actually sending the spam. The fact that the Revdex.com still has this case open shows that they do not understand who has purview over spam-related complaints. This "dispute" should be closed immediately as it is entirely invalid.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business refused to help me (even though I asked several times, and I pointed out as well that the description is not understandable. I was written that they have no time to assist individuals, because everyone else understands the description) (I was wondering if everybody understands why they don't have time to assist the only 'stupid' one, where is the customer service?, Not receiving assistance, but rudeness I decided to move my domains away. I think such business should close down and they should give me the money back.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They got the reports.  Using the [redacted] address as define in the whois database and with all the e-mail address define on their web pages, namesilo suggesting that they did not receive the e-mails is not true. All namesilo spamming domains have been reported/forward via e-mail with original full headers and body to [redacted] As the reported domains have sent a number of spam e-mails over a number of different days, this then results in the domains being reported repeatedly to namesilo.  I have received no response from namesilo that the domain/domains has been suspended or even a response that they will review the matter.   I have not received any e-mail error message that any e-mail was rejected by namesilo. [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The business refused to help me (even though I asked several times, and I pointed out as well that the description is not understandable. I was written that they have no time to assist individuals, because everyone else understands the description) (I was wondering if everybody understands why they don't have time to assist the only 'stupid' one, where is the customer service?, Not receiving assistance, but rudeness I decided to move my domains away. I think such business should close down and they should give me the money back.

Regards,[redacted]

We have already been more than flexible and accommodating regarding this "complaint". We allowed the complainant to transfer their domain to a different provider without even waiting the typical 60 days as suggested by [redacted]. this is very atypical and was a true gesture of goodwill that was not required by our industry. We believe the Complainant is using the Revdex.com to try to strong-arm us into issuing a refund for services they contracted for and were never denied. Their incompetence and failure to try to reach a resolution with us should not be an adequate justification for harming our rating with the Revdex.com.

Abuse complaints must follow our abuse reporting procedures as defined at:https://www.namesilo.com/Support/Abuse-Reporting-ProceduresAll abuse complaints that are properly submitted are considered and responded to so we can only assume the Complainant did not follow our procedures....

Further, it should be noted that our systems cannot possibly be used to send spam as we do not provide email services for sending mail.Thanks

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They got the reports.  Using the [redacted] address as define in the whois database and with all the e-mail address define on their web pages, namesilo suggesting that they did not receive the e-mails is not true. All namesilo spamming domains have been reported/forward via e-mail with original full headers and body to [redacted] As the reported domains have sent a number of spam e-mails over a number of different days, this then results in the domains being reported repeatedly to namesilo.  I have received no response from namesilo that the domain/domains has been suspended or even a response that they will review the matter.   I have not received any e-mail error message that any e-mail was rejected by namesilo. [redacted]

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 online. After 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 complaint. The Complainant was also disappointed that our phone message reported phones being available by 9:30 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, etc. simply because a report is made. Many 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 contact. Therefore, many people feel that what they construe as "abuse" should always fit the registrar's definition of abuse and scope of authority. Unfortunately, this is not always the case. We take abuse reports seriously, but we also advocate on the side of our customers and Registrants. This many times puts at odds between a Complainant and a Registrant and one party will inevitably feel wronged. This is why we, as with many other registrars, publish specific abuse reporting procedures and clear terms of service. If 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 breach. The 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.

The Complainant  does not understand who has purview over reported spam. We do not offer a network that sends spam. The Complainant should understand this and should not be contacting us as a domain registrar. The Complainant is advised to go here: https://www.namesilo.com/report_abuse.php. As clearly demonstrated again, we do not offer email services that could be used for the delivery of spam. Domain registrars are not liable for spam complaints, so we have aboslutely no idea why the Complainant thinks they should file complaints with us. Again, they should file their complaints with the company that is actually sending the spam. The fact that the Revdex.com still has this case open shows that they do not understand who has purview over spam-related complaints. This "dispute" should be closed immediately as it is entirely invalid.