Jsut for the list, I am aware of the situation to which Mr. Anderson
alludes, , and will handle this issue personally with Mr. Anderson and his
reseller.
FWIW, this was a very isolated unique problem, and I was under the
impression we had sufficient procedures in place to handle these cases. AFAIK, there
should be no
reason Mr. Anderson's names should not have already been dealt with.
Obviously, I need to do some digging...
Regards,
sA
Scott Allan
Director, OpenSRS
[EMAIL PROTECTED]
On Mon, 17 Sep 2001, Nathan Anderson wrote:
> 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
>
>
