Okay, I wasn't going to invade this list at first, but you've left me no
choice. If exposing your ineptitude publicly for all to see is what it
takes to get action, then so be it. I apologize ahead of time if I seem
unusually harsh, but I have gotten to a point of utter frustration
precisely because you have been so unresponsive.
I am not an OpenSRS reseller, nor do I represent one. I have been a
customer of an OpenSRS reseller for over a year now, and have (up until
recently) had nothing but good things to say about OpenSRS. But recent
events have me thinking twice about ever using anybody affiliated with you
guys ever again. I actually have received good treatment at the hands of
my OpenSRS reseller, and hate the thought of discontinuing business with
them as they have been open, honest, and communicative throughout this
ordeal. OpenSRS, however, has shown that they are the complete opposite
of their representative reseller(s): they have not been helpful nor
communicative either towards myself or the reseller I use.
Here is the deal: on the 25th of August, I registered two domain names.
Apparently NSI was having some kind of "problem" on that day (though what
this "problem" was is still not sufficiently clear), and as a result the
registration was not completed properly. The two domains were eventually
added to the root servers, and they resolve and everything, but on
OpenSRS's end of things, these domains still do not show up as belonging
to my account, so I am unable to manage them. Furthermore, they have
never shown up on OpenSRS WHOIS.
What is most frustrating is *not* that the problem has not been fixed, but
that I have not been able to find any information about the problem, or
been given any solid information from you guys that you are actually
working on it. I feel like I am being left out of the loop, and this is a
very frustrating position to be in. If a problem affects me, a customer,
even if I am not a reseller, I feel that I should know about it. However,
there is no acknowledgement of a problem either on your web site or on any
of the discussion lists (that is, no one is talking about it). I have
spent countless hours on my quest for information scouring your web site
and NSI's web site to acquire some technical information about the
problem: what it is, why it exists, what barriers need to be overcome to
solve it, etc. *No one is publicly acknowledging that such a problem
exists, and I can find no information on it.* I can only presume that you
merely privately notified your resellers about it, and that no public
record of such a notification exists. Why not? Why the secrecy?
It has now been *over* three weeks since I registered the domains, and I
see no evidence that anything is even being *attempted* in order to fix
the problem. I have been in constant communication with my OpenSRS
reseller (who has been most helpful) ever since the problem manifested
itself, and they have supposedly also been talking to you guys on my
behalf. At this point, based on their answers to my questions, I
have to conclude that they are as much "in the dark" as I am about
this problem, which is even *more* frustrating. Maybe the resellers
weren't even notified! After receiving no satisfaction from you in this
manner, I sent a message directly to OpenSRS support requesting that they
look into the problem and provide me with *detailed* information on what
the holdup was. After a couple days received a polite but very brief
response which told me absolutely nothing about the status of my problem.
I got no details about the problem, no estimated timeline regarding when
OpenSRS expects to have the situation under control (I was originally told
by my reseller that they were told by OpenSRS that it would be "only a
couple days"), *nothing*.
I have been told that even if I cannot manage the domains, I *can* submit
a list of nameservers to you and have those updated. Originally, I
declined since the service which I plan to offer on these domains is not
ready to roll yet, but after two weeks and no resolution from you, I
e-mailed my reseller again and went ahead and gave them a list of
nameservers. Neither domain has had the nameservers updated, even
though my reseller confirmed that they submitted the list to you after
they received it from me. This was *last week*. Why all of a sudden do I
feel like I'm working with NSI?
OpenSRS has so far proven to me that they are unresponsive,
uncommunicative, and unable to cope with unusual, unpredictable problems
when they present themselves. Please prove me wrong.
If you are an OpenSRS representative and desire information on which
OpenSRS reseller I am doing business with, what domains I registered, and
what username my account is under, please contact me privately.
Thank you for taking the time to consider this matter.
Regards,
--
-- Nathan Anderson
<mailto:[EMAIL PROTECTED]>
<xns:=Nathan Anderson>
"You can't appreciate Shakespeare until you've read him in
the original Klingon."
-- General Chang,
Star Trek VI: The Undiscovered Country
