TierraNet Inc

This customer had difficulty renewing his domain due to his trying to process his credit card through our system while in Bali... in the South Pacific.  This will always trigger a red flag with credit card companies.  He also, contacted our support immediately after this, which is outside...

of our normal hours of operation.  As soon as our staff became available, we responded to him with specific instructions on how to resolve.  Within an hour his name was renewed and this issue never became an issue beyond this.  Please let us know if there are any further issues or if any further guidance is needed.

We are more than happy to respond to this complaint.  I think the best thing to do is explain several facts about our process and a couple of other facts about this particular situation.
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By default all domains in our system are set to “notify”.  This setting, simply, notifies the owner of a domain that their domain will expire on a specific date.  The onus is on the customer to login and pay for the renewal of their domain(s).  We have a log record indicating that the 2 domains in question here had this setting changed to “auto renew” on May 30, 2013.  “Auto Renew” is exactly what it sounds like.  This is a hassle free way to ensure that your domain(s) are not allowed to expire.  This setting will use the preferred payment method on file to automatically renew the domain(s) just prior to the expiration date.  We send multiple renewal notices starting 90 days prior to the expiration date.  These notices indicate the renewal setting and what will happen.  The customer was given very specific notice that these domains were expiring and that the setting was set to auto renew.
Just after the auto renewal process renewed these domains, the customer called in to request a refund.  Prior to this call, the customer changed the renewal setting back to “notify” and tried to convince our customer service representative that the setting was that way prior. Our logs indicated that the setting had just recently been changed.
Domain names are not a service that we provide.  Domain names are a product that we are accredited to sell and must purchase for our customers.  Our purchase and renewal process is governed by very strict rules and guidelines.  In short, once we are told to renew for a customer, we do.  At this point, we have no path to receive a refund for the purchase that we made on the customers behalf.
We do feel for the customer and wish a refund was simple.  We always stand behind our products and services… and the rules we have in place to manage and monitor.  We pride ourselves on providing top notch customer service.  As a show of goodwill, we will offer a refund to the customer if they would write a quick note indicating that they simply did not understand the auto renewal process and did not intend to renew the 2 domains names indicated in the complaint.  Please have the customer send his note to [email protected] at their earliest convenience and we will issue a refund.
We thank you for the opportunity to respond this complaint and to offer some insight into how our operation is designed to help and protect the customer.
All the best,
[redacted]
TierraNet Inc.

This company are SCAM ARTISTS
Must be desperate
I've NEVER agreed to auto renewal
now being charged $ 60.00
this lot now claiming , that q:
been setup as much since at least January 3rd, 2016. "
was not even near the company for last 18 month or more
would advise strongly to stay away from those SCAM ARTISTS

We are more than happy to respond to this complaint.  I think the best thing to do is explain several facts about our process and a couple of other facts about this particular situation.By default all domains in our system are set to “notify”.  This setting, simply, notifies the owner of a...

domain that their domain will expire on a specific date.  The onus is on the customer to login and pay for the renewal of their domain(s).  We have a log record indicating that the 2 domains in question here had this setting changed to “auto renew” on May 30, 2013.  “Auto Renew” is exactly what it sounds like.  This is a hassle free way to ensure that your domain(s) are not allowed to expire.  This setting will use the preferred payment method on file to automatically renew the domain(s) just prior to the expiration date.  We send multiple renewal notices starting 90 days prior to the expiration date.  These notices indicate the renewal setting and what will happen.  The customer was given very specific notice that these domains were expiring and that the setting was set to auto renew.Just after the auto renewal process renewed these domains, the customer called in to request a refund.  Prior to this call, the customer changed the renewal setting back to “notify” and tried to convince our customer service representative that the setting was that way prior. Our logs indicated that the setting had just recently been changed.Domain names are not a service that we provide.  Domain names are a product that we are accredited to sell and must purchase for our customers.  Our purchase and renewal process is governed by very strict rules and guidelines.  In short, once we are told to renew for a customer, we do.  At this point, we have no path to receive a refund for the purchase that we made on the customers behalf.We do feel for the customer and wish a refund was simple.  We always stand behind our products and services… and the rules we have in place to manage and monitor.  We pride ourselves on providing top notch customer service.  As a show of goodwill, we will offer a refund to the customer if they would write a quick note indicating that they simply did not understand the auto renewal process and did not intend to renew the 2 domains names indicated in the complaint.  Please have the customer send his note to [email protected] at their earliest convenience and we will issue a refund.We thank you for the opportunity to respond this complaint and to offer some insight into how our operation is designed to help and protect the customer.All the best,
[redacted]TierraNet Inc.