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adw

adw

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#130783 27-Sep-2013 15:09
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Has anyone else been experiencing the non-expiring domain names on Iserve/Orcon's IDM?  Domains that you do not renew still appear there, domains that you do renew renewing themselves in the same month, multiple occurrences of the same domain and duplicate billings.

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Ragnor
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  #903886 27-Sep-2013 17:47
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No idea, but if you're looking to change domain/dns provider I recommend Metaname, very easy to use web admin with good support.
http://metaname.net/

danfaulknor
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  #903890 27-Sep-2013 17:53
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Ragnor: No idea, but if you're looking to change domain/dns provider I recommend Metaname, very easy to use web admin with good support.
http://metaname.net/

+1,000,000 for Metaname!




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Virgil
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  #903926 27-Sep-2013 20:07
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adw: Has anyone else been experiencing the non-expiring domain names on Iserve/Orcon's IDM?  Domains that you do not renew still appear there, domains that you do renew renewing themselves in the same month, multiple occurrences of the same domain and duplicate billings.


Not Orcon, but I do have that same issue with a Vodafone (ex Ihug). Domain keeps auto renewing, but I am not paying for it, and Vodafone seem very confused about what is going on.

I gave up in the end, I guess I should check further though as one day it will expire and not renew, and I'll be annoyed ...

Cheers




MurrayM
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  #905764 1-Oct-2013 15:43
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adw: Has anyone else been experiencing the non-expiring domain names on Iserve/Orcon's IDM?  Domains that you do not renew still appear there, domains that you do renew renewing themselves in the same month, multiple occurrences of the same domain and duplicate billings.


Yes!  This has been happening for months and months.  I even tried reporting it to them but all they said was that they're aware of the problem.

They recently changed something so that expiry reminders get sent out (they weren't being sent out for a long time), but the domain names still auto-renew themselves for a month for free.  They must be losing so much money because of this bug...

I've also been wrestling with them over a duplicated invoice that magically appeared.  Because it's a duplicate of an invoice that has already been paid for, I haven't paid the duplicate but just reported it to them.  They then sent me an overdue notice for not paying.  Now they've added a new invoice for penalty fees for the overdue invoice!  I've called them three times and each time the support person agreed with me that it was a duplicate invoice and that I shouldn't pay it and that they would pass the info on to their finance department to get the invoice closed, but nothing has been done yet (if I log into the IDM account I still see the invoices as being open and having money due on them).

adw

adw

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  #905766 1-Oct-2013 15:48
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Thanks, will take a look.

adw

adw

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  #905767 1-Oct-2013 15:49
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Thanks, will take a look.

adw

adw

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  #905769 1-Oct-2013 15:49
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You do wonder what they are up to.



adw

adw

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  #905771 1-Oct-2013 15:51
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Yes, we've been told it's been fixed several times, been promised credits but we still have domains that 'won't die' and still waiting for the credit. Make sure you put it in writing that you dispute it. Cheers.

MurrayM
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  #907143 3-Oct-2013 14:26
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I've just received another email from iServe / Orcon demanding that we pay the invoice that is currently in dispute or they will cancel the domain name. So for the fifth time we got on the phone to iServe / Orcon about it (this time my business partner rang, since I hadn't had any luck in getting it fixed). Once again they admitted it was their mistake and once again the support person said he would pass it on to the finance dept to sort out. My business partner said that's all very well but we first notified them about this problem 21 days ago and was promised it would be fixed and it hasn't been. She asked to speak to someone higher up so we could escalate the problem but was told there was no one higher up she could speak to and we couldn't speak to someone in the finance dept either.

This is all very frustrating!

Maybe we should just march into their head office and demand they fix the problem or we won't leave?!?

adw

adw

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  #907172 3-Oct-2013 14:52
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Sorry to hear that, Orcon keep talking up new products but seem completely unable to deal with the ones they have. You need to email them with your complaint just in case they do cancel that name - then you'll have something to forward to the Domains Name Commissioner. Orcon seem oblivious to the hundreds of man hours they waste of their clients and the dollars they are costing us. You can email any of them (I see the CEO, Greg McAlister, was busy with Kim Dotcom this morning raving about a new product) their naming convention is firstname.lastname@team.orcon.net.nz.

MurrayM
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  #907258 3-Oct-2013 16:12
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adw: Sorry to hear that, Orcon keep talking up new products but seem completely unable to deal with the ones they have. You need to email them with your complaint just in case they do cancel that name - then you'll have something to forward to the Domains Name Commissioner. Orcon seem oblivious to the hundreds of man hours they waste of their clients and the dollars they are costing us. You can email any of them (I see the CEO, Greg McAlister, was busy with Kim Dotcom this morning raving about a new product) their naming convention is firstname.lastname@team.orcon.net.nz.


Thanks for the advice of emailing the CEO, I might have to do that if it doesn't get sorted soon!

The support people I've talked to have told me not to worry about having the domain name cancelled, they insist that it's not something that will happen automatically.

I've kept records of all my correspondence with them over this matter (dates and names) and I also have a reference number from them for the incident.  Apparently they only have a couple of people working in the finance dept and they're flat out dealing with problems and we just have to wait until they get around to it.

mattwnz
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  #907275 3-Oct-2013 16:16
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MurrayM:
adw: Sorry to hear that, Orcon keep talking up new products but seem completely unable to deal with the ones they have. You need to email them with your complaint just in case they do cancel that name - then you'll have something to forward to the Domains Name Commissioner. Orcon seem oblivious to the hundreds of man hours they waste of their clients and the dollars they are costing us. You can email any of them (I see the CEO, Greg McAlister, was busy with Kim Dotcom this morning raving about a new product) their naming convention is firstname.lastname@team.orcon.net.nz.


Thanks for the advice of emailing the CEO, I might have to do that if it doesn't get sorted soon!

The support people I've talked to have told me not to worry about having the domain name cancelled, they insist that it's not something that will happen automatically.

I've kept records of all my correspondence with them over this matter (dates and names) and I also have a reference number from them for the incident.  Apparently they only have a couple of people working in the finance dept and they're flat out dealing with problems and we just have to wait until they get around to it.


Maybe ask them for you UDAIs for the domains, and transfer them.

MurrayM
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  #907282 3-Oct-2013 16:27
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mattwnz: Maybe ask them for you UDAIs for the domains, and transfer them.


That would certainly stop them from cancelling the domain name, but I bet they would still chase after us for the outstanding invoice.

This is purely a stuff-up with their financial system (or their domain name system feeding into their financial system).  An old invoice that had been paid was somehow duplicated and their automated systems are chasing us for payment.  All the support people I've spoken to agree that it's a problem at their end but that only the finance dept can close the duplicated invoice and the support people can only report the problem to the finance dept, they can't make them fix the problem.  So far it's taken them 21 days and they still haven't got around to it!  Surely someone can just go and talk to someone in the finance dept and get them to tap on their keyboards and fix the problem?!?

adw

adw

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  #907629 4-Oct-2013 08:46
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Unfortunately it's been going on for ages and no one is prepared to own the problem. Not only are you having to waste your time and get this fixed but if the registrant's contact details are there they also get the renewal notice, making you look unprofessional as they know they've paid the invoice. The frustrating thing is is that no one at Orcon is chasing this for you and coming back to you, their customer, to let you know it's sorted, they're allowing/expecting you to keep chasing them. Hardly the professional service we expect.

MurrayM
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  #911262 9-Oct-2013 11:01
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My problem invoice (and its subsequent invoice for non-payment and invoice for disconnection) have finally been reversed and closed.

Lets hope it doesn't happen again!

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