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RE: [registrars] RE: Domain Name Expiration Notices
If this mailing had "Network Solutions" up in the corner it may have caused
somewhat less confusion. But it's hard enough for many users to keep this
whole registrar/registry thing straight without the additional confusion of
VeriSign using the name interchangeably for both.
Tim
-------- Original Message --------
Subject: RE: [registrars] RE: Domain Name Expiration Notices
From: dwascher@iaregistry.com
Date: Mon, March 25, 2002 12:15 pm
To: Ross Wm Rader <ross@tucows.com>, registrars@dnso.org
We had one of our customers was so confused that when she called
VeriSign to inquire the notice VeriSign recommended that they pay for
the name with them and they would take care of it.
The name was in our database and now the customer is trying to get a
refund from VeriSign.
David
-----Original Message-----
From: owner-registrars@dnso.org [mailto:owner-registrars@dnso.org]On
Behalf Of Ross Wm Rader
Sent: Monday, March 25, 2002 12:52 PM
To: Donna Mcgehee; tim@godaddy.com; registrars@dnso.org
Subject: Re: [registrars] RE: Domain Name Expiration Notices
I haven't seen any of the notices (not surprising) but I can say that
our call center is getting a ton of inquiries about these notices.
Customers are understandably confused and in some cases paying simply
because of the Verisign logo...
The program is also getting picked up by the media here and there -
hopefully this will diffuse some of the customer service issues that
we've been seeing.
http://slashdot.org/article.pl?sid=02/03/25/1622244&mode=flat&tid=95
-rwr
----- Original Message -----
From: "Donna Mcgehee" <dmcgehee@bulkregister.com>
To: <tim@godaddy.com>; <registrars@dnso.org>
Sent: Monday, March 25, 2002 10:41 AM
Subject: RE: [registrars] RE: Domain Name Expiration Notices
> Yes.
>
> -----Original Message-----
> From: owner-registrars@dnso.org [mailto:owner-registrars@dnso.org]On
> Behalf Of Tim Ruiz
> Sent: Friday, March 22, 2002 5:08 PM
> To: registrars@dnso.org
> Subject: RE: [registrars] RE: Domain Name Expiration Notices
>
>
> Hi Donna,
>
> I'm curious as to why you might have gotten three notices. Were they
> for domains in different user accounts?
>
> Thanks,
> Tim
>
> -----Original Message-----
> From: owner-registrars@dnso.org [mailto:owner-registrars@dnso.org]On
> Behalf Of Donna Mcgehee
> Sent: Friday, March 22, 2002 1:55 PM
> To: Jim Archer; Beckwith, Bruce; registrars@dnso.org;
> tim@godaddy.com Subject: RE: [registrars] RE: Domain Name Expiration
> Notices
>
>
> By coincidence, I received three of these notices in the mail today
> as
well.
> And yes, we have spent countless support hours dealing with many
> clients complaining about this confusing and purely deceptive
> marketing practice.
>
> -----Original Message-----
> From: owner-registrars@dnso.org [mailto:owner-registrars@dnso.org]On
> Behalf Of Jim Archer
> Sent: Thursday, March 21, 2002 2:33 PM
> To: Beckwith, Bruce; registrars@dnso.org; tim@godaddy.com
> Subject: RE: [registrars] RE: Domain Name Expiration Notices
>
>
> Hi Bruce...
>
> I think I know what Tim might be referring to. As you said, I think
> its a different issue then the one I described. BTW, thanks for
> clarifying
that.
> I appreciate it.
>
> On Tim's issue, by complete coincidence, I received correspondance
> from Verisign in the mail today. In large letters on the top, it
> says "Domain Name Expiration Notice." The Verisign logo is
> present on the upper
left,
> but otherwise there is no easy way to know this came from Verisign.
> The return address on the envelope is Expiration Department, 200
> Berwyn Park, Berwyn, PA, 19312.
>
> Additionally, there is a pre-paid envelope included pre-addressed to
> a different address: Expiration Department, PO Box 785, Herndon, VA
> 20172-9930.
>
> There is also a fax number and the consumer can fax the form to
> 1-866-234-4134.
>
> The form itself looks mostly like a renewal form, but the word
> transfer does appear twice. Once under the instructions and once
> where the
consumer
> is to sign. There is very small print at the bottom of the form
> that says "Review the terms and conditions on the back of this
> form."
>
> On the back of the form, it explains that there is a transfer to
> Verisign involved. A casual look at this form even by an
> experienced domain name owner does not clearly reveal whats going on
> and I would expect the
average
> domain name owner would be confused by this, so this is probably
> what Tim is talking about.
>
> Bruce and Tim, does this sound right?
>
> Jim
>
>
> --On Thursday, March 21, 2002 10:05 AM -0500 "Beckwith, Bruce"
> <bbeckwith@verisign.com> wrote:
>
> > Tim,
> >
> > I wasn't addressing the issue you raised, but rather was
> > responding to Jim's statements.
> >
> > I'll look into the issue you describe.
> >
> > Regards,
> >
> > Bruce
> >
> > -----Original Message-----
> > From: tim@godaddy.com [mailto:tim@godaddy.com]
> > Sent: Thursday, March 21, 2002 9:03 AM
> > To: bbeckwith@verisign.com
> > Cc: registrars@dnso.org
> > Subject: RE: [registrars] RE: Domain Name Expiration Notices
> >
> > Bruce,
> >
> > I don't think that's what's happening with the mailing our
> > customers are getting. It looks simply like a renewal notice but
> > the box for their signature says "Renewal and Transfer
> > Authorization."
> >
> > If this is what you explain below, why would they need to
> > authorize a transfer?
> >
> > Tim
> >
> > -------- Original Message --------
> > Subject: RE: [registrars] RE: Domain Name Expiration Notices
> > From: "Beckwith, Bruce" <bbeckwith@verisign.com>
> > Date: Thu, March 21, 2002 5:22 am
> > To: registrars@dnso.org
> >
> > Jim,
> >
> > I think that you are specifically referring to is the situation
> > where a domain is coming up for renewal, it has entered the
> > renewal notice cycle, and then is transferred to another
> > registrar prior to expiration. Since we use an outside vendor
> > to generate and mail the renewal notices, it is possible that
> > in the few days that it takes to generate the renewal list for
> > the vendor and for the vendor to send out the renewal notices,
> > that the domain has been transferred. It is not cost-effective
> > to re-run the lists over-and-over - we rely on the 99.9%
> > accuracy we have in the renewal notice process.
> >
> > Since a transfer has occurred, one would assume that as in
> > other industries, the new registrar has explained to the
> > customer that they have changed providers, and they may get
> > some remnant mail from the former provider. Certainly this is
> > what happens in the wireless and long-distance
> > industries...
> >
> > Regards,
> >
> > Bruce
> >
> > -----Original Message-----
> > From: Jim Archer [mailto:jarcher@registrationtek.com]
> > Sent: Wednesday, March 20, 2002 9:58 PM
> > To: tim@godaddy.com; registrars@dnso.org
> > Subject: Re: [registrars] RE: Domain Name Expiration Notices
> >
> >
> > Yes, thats what our customers receive. Postal mail expiration
> > and deactivation notices. Prehaps Bruce can clarify what is
> > happening?
> >
> > --On Wednesday, March 20, 2002 7:31 PM -0700 tim@godaddy.com
> > wrote:
> >
> > > I need to correct this. It was not an email offer it was a
> > > postal mail offer.
> > >
> > > Tim Ruiz
> > > Go Daddy
> > >
> > > On Wed, 20 Mar 2002, Tim Ruiz wrote:
> > >
> > >> Our customers have been confused and complaining about an
> > >> email they received from VeriSign Registrar that looks like
> > >> a simple renewal notice.
> > > No
> > >> marketing copy, even the return address is Expiration
Department...
> > >>
> > >> Have any of you been receiving similar complaints? What do
> > >> you think of
> > > this
> > >> practice in general?
> > >>
> > >> Another bit of a puzzle is how they know which of our
> > >> customer's domains
> > > are
> > >> expiring. According to our logs it doesn't appear that
> > >> they've
been
> > >> automating queries into our port 43.
> > >>
> > >> Tim Ruiz
> > >> Go Daddy
> > >>
> > >>
> > >
>
>
>
> ************************************
> James W. Archer
> Registration Technologies, Inc.
> 10 Crestview Drive
> Greenville, RI 02828
> 401-949-4768 (voice)
> 401-949-5814 (fax)
> jarcher@RegistrationTek.com
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