Gandi Bar - Tag - Customer service - Comments

The Importance of Our Customers - Nicolas (Gandi)

Nicolas (Gandi) — Fri, 23 Mar 2012 16:03:54 -0400

Pothi: thxs
Pete: don't hesitate to visit us once you will be in Paris.

The Importance of Our Customers - Pete S.

Pete S. — Fri, 23 Mar 2012 08:38:25 -0400

Be careful with that "stop by for coffee" thing -- I moved to Switzerland last year and will be visiting friends in Paris later this year and may drop in to say hello. You've been warned.

I appreciate the openness your company provides -- it's quite rare and welcome.

The Importance of Our Customers - Pothi Kalimuthu

Pothi Kalimuthu — Thu, 22 Mar 2012 00:14:54 -0400

Awesome logos. Just replaced one with the latest on my blog. You are of course totally different from the way you operate your business than a few others that I know of. Among those, I always recommended you as the first option so far. Look forward to more business with you in the coming years. Cheers!

Customer satisfaction index at Gandi - Nicolas (Gandi)

Nicolas (Gandi) — Wed, 29 Jun 2011 04:42:02 -0400

It's not a joke, it's really our internal philosophy. I see your point on the word itself and the way it's perceived by native english speaker. We had many discussions about it for a year now. If we change it to "No Bullsh*t" or "No BS" you will see any difference ?

Customer satisfaction index at Gandi - "no bullshit" ????

"no bullshit" ???? — Sat, 25 Jun 2011 07:16:41 -0400

I have just renewed a batch of domain names for an amount close to € 300, and wish to share a point of view.
I used to recommended GANDI to friends and business contacts. I stopped doing so - after some (predictable) comments from my counterparts - since the "selling proposition" / "tag line" / "positioning" has became as narrow, ridiculous and anti-business as "no bullshit".
Of course it's a joke, but you don't put trust and money for the next 10-20+ years into a joke, especially if you are a regular person (not a "geek" or a teenager).
By they way, GANDI should try translating the tagline into French: would they decide to use it? Of course they would see where and how far it goes beyond the ridiculous!
One or two years after, did they observe any benefit generated by the new positioning?
Any plan to discontinue / change it? I'd like recommend GANDI again.

Customer satisfaction index at Gandi - Danny

Danny — Thu, 23 Jun 2011 07:29:30 -0400

I've a problem with change ownership of a domain, I've paid 3 times allready, and still not ok. I've contacted support, but didn't received an answer yet, Waiting for 3 days now. I'm considdering to take everything away from here...

Customer satisfaction index at Gandi - Stephan

Stephan — Mon, 02 May 2011 09:14:04 -0400

H M : You received a proper answer from the management by email this time and can now forget about the incident here, which is by far not the way we usually deal with our customers. Let's say it happens and we'll make sure it won't be the case any more.

Customer satisfaction index at Gandi - H M

H M — Sat, 30 Apr 2011 07:58:28 -0400

I replied frequently because I got a Nonsense answer from your support team that you do not own the domain even after the WHOIS stated you do and so did the domain control panel.

As I clearly stated, the problem is "NO RESPONSE".

The support page should clearly state "EXPECTED RESPONSE TIME".

Your support page has green bars and red bars but the response time is same - "NO RESPONSE".

You do answer here every minute because this is a public page, I hope you spend that time processing support request so we do not have to post messages here.

Further, you have to read my responses here to obtain support ticket number which were already open in your support system for more than 24 hours. Strange !

Customer satisfaction index at Gandi - Emerick (Gandi)

Emerick (Gandi) — Sat, 30 Apr 2011 07:19:51 -0400

Hello HM,

you wrote 6 times in the last 24 hours, the support is answering in this delay, we are going to solve the issue if you let us time to :

* analyse it
* find the source
* solve it with the technical team

If you want to transfer your domain name elsewhere, it is your choice, you can choose the provider you want.

We are not answering within minutes but I do not see any support doing this

The tickets are both answered by the way and the problem solved.

Customer satisfaction index at Gandi - H M

H M — Sat, 30 Apr 2011 07:13:00 -0400

If customer complains they are cynical.

Who is being cynical here?

I can take this up with French Consumer Authority under "Deceptive sales" category. i.e. offering terms that are either false or do not exist.

I regret transferring the domain.

Customer satisfaction index at Gandi - Emerick (Gandi)

Emerick (Gandi) — Sat, 30 Apr 2011 07:05:13 -0400

Hello HM,

I'm here to help, fine the source of the problem, cynism does not help
Answers will come on the tickets, thank you for those informations !

Customer satisfaction index at Gandi - H M

H M — Sat, 30 Apr 2011 07:03:12 -0400

You have time to respond here because everyone can read this page, but you do not have time to respond to customer support tickets?

support-en

#3573665
#3572690

Customer satisfaction index at Gandi - Emerick (Gandi)

Emerick (Gandi) — Sat, 30 Apr 2011 06:57:58 -0400

Hello HM,

please answer on the ticket or forward us the ticket number, we will see why you did not profit of the SSL certificate.

I can not compare your informations on this post to the support tickets and do not see in the support the tickets you are talking about (maybe not sent ?).

Without information, it is hard to analyze (no name, no handle, no domain name, ...).

See you soon on the support !

Customer satisfaction index at Gandi - H M

H M — Fri, 29 Apr 2011 14:59:04 -0400

The support is at its worst. Sent a first request asking how can I get a link for SSL creation as the offer states it is free for first year, but in domain management I am being asked to pay for it.

The response I get is that the domain is not registered with Gandi. It appears the support person did not bother to check the account before sending a response. There are other questions for the same problem on the wiki with many people have similar issues. http://wiki.gandi.net/questions/en/...

Sent in two more support request but no answer.

Correct, you are in top 5 domain sellers and I assume top 2 in worst customer service.

1. Go Daddy
2. Gandi

I guess I made a mistake in transferring a domain to your company.

Thanks

Customer satisfaction index at Gandi - Adrian Urquhart

Adrian Urquhart — Tue, 08 Feb 2011 10:36:00 -0400

Hello Ryan

Yes indeed, the problem is now fixed, and I'm happy to hear that the support number problem will be investigated. I did receive an email saying the problem would be escalated, which arrived on the 4th. It's now the 8th, so it has taken 4 days to resolve the matter. Perhaps the Gandi transfer system shouldn't accept a transfer knowing the domain will be immediately deleted, or provide the opportunity to renew as part of the transfer (is this problem peculiar to .co.uk, where Nominet provides a period following expiry during which DNS continues to function and the domain can be renewed)?

Thanks for finally getting it resolved.

Customer satisfaction index at Gandi - Ryan (Gandi)

Ryan (Gandi) — Tue, 08 Feb 2011 10:09:13 -0400

Hello Adrian,

We will look into the problem with the telephone menu at our UK reseller number, as the call should have gone straight through.

The person that handled your support question escalated it up to our expert support team and did mention that she needed to do this: your problem is resolved at this time and you were sent a confirmation this morning. The problem was that the .co.uk extension does not add a year following a transfer, and so if it expires right away after the transfer it will be deleted from the Gandi interface and will require restoration...

What you mention in your comment (having a system where you can monitor the status of your ticket) is something that we are in fact looking at. Indeed, you would have seen the various steps when people were processing your ticket in support...

Customer satisfaction index at Gandi - Adrian Urquhart

Adrian Urquhart — Mon, 07 Feb 2011 10:42:15 -0400

I have to agree with all the comments about the poor customer support. I transferred a .co.uk domain to Gandi a week ago, whois shows the correct details, I received a confirmation email from Gandi, but the domain doesn't appear in my list of domains, and any attempt to renew it (it is now suspended) results in a message saying it's not registered by Gandi. I tried calling the 0845 number but I just get the initial prompt 3 times before being disconnected (yes, I pressed '2' for English) and right now I feel helpless. As others have commented there is no way to check on the progress of my ticket, I've had an email on Friday to say it's with 'technical services' but nothing further. When my customer asks why he still can't use his email service, what am I supposed to say?

A 24/7 phone service would be good, but right now I'd happily settle for a system that I could see working and monitor progress. I've emailed twice since getting my original reply, but had no further response. It really is very frustrating.

Customer satisfaction index at Gandi - Ryan (Gandi)

Ryan (Gandi) — Tue, 01 Feb 2011 15:50:27 -0400

@krzysztof Without more information I cannot say. Please send a detailed email to our support team at http://www.gandi.net/faq/form_conta... with additional information, so that we can investigate farther and get to the bottom of the situation.

Customer satisfaction index at Gandi - krzysztof kaminski

krzysztof kaminski — Mon, 31 Jan 2011 15:10:56 -0400

WHY ARE YOU CHARGING ME $15.00 IN DECEMBER AND $30.00 IN JANUARY??? I DO NOT KNOW YOUR COMPANY, I NEVER ORDERED ANYTHING FROM YOU. IT IS FRAUD TO DO THIS AND I WILL REPORT YOUR COMPANY TO THE FBI FOR INVESTIGATION!!!!!!!!

Customer satisfaction index at Gandi - Rob

Rob — Fri, 22 Jan 2010 10:32:09 +0100

(And poor manners on my part, sorry! Thank you for reading and replying, Ryan.)

Customer satisfaction index at Gandi - Rob

Rob — Fri, 22 Jan 2010 10:14:19 +0100

Gandi might use a support ticket system, but the implementation is so opaque as to lead to a very unsatisfactory customer experience.

For example, I believe I have a ticket open at the moment, but there is no way to actually confirm that; there is no way to see if anyone is working on the issue; there is no real level of assurance that any email I send to the generic support-en@ will be routed to the right person or assigned to the right ticket; I have no access to any definitive database of communication and activity for that ticket; and it seems that my initial report is not available to me (because it was made by filling in a form on the website) and so I can't double-check that it was precise, complete, and unambiguous.

A web front-end into the ticket database is common elsewhere, and I'm sure that you and your customers would benefit from Gandi implementing one.

"We are in the process of scaling our support resources."

Please do. I opened a ticket 3 days ago, it took more than a day for first-line to attempt to reproduce and escalate, and since then nothing.

Customer satisfaction index at Gandi - Ryan (Gandi)

Ryan (Gandi) — Thu, 21 Jan 2010 13:46:40 +0100

@Rob: Gandi does use a support ticket system - what we mean by "...who will take care to answer you as soon as possible and as an individual as opposed to a number on a ticket." is that we take care to treat our customers as actual people, rather than just a number.

We are starting to offer telephone support, which is now open to resellers and large volume customers. We are in the process of scaling our support resources, so we hope to be able to open this to a wider set of customers in the months to come, as well as expanding our other support channels. We'll
keep you informed

Customer satisfaction index at Gandi - Rob

Rob — Tue, 19 Jan 2010 13:07:09 +0100

If you're going to get anywhere in the hosting business, you really are going to have to improve your support processes.

"[...] who will take care to answer you as soon as possible and as an individual as opposed to a number on a ticket." Please consider the fact that most people would consider implementing a ticket system to actually be a feature.

"We don't currently offer 24/7 phone support" is technically correct, but it would appear to be more honest to state that "we don't offer phone support at all".

Customer satisfaction index at Gandi - Vince

Vince — Mon, 18 Jan 2010 16:56:08 +0100

I really support Gandi policy, ethics and I'm supporting you. But I've to agree with Sebastiano's post. I have the same bad experience.

I suggest to:
- improve details on errors and processes states. For example. Right now I've a domain registration pending that failed couse owner's contact information. Which information? I checked all information and it seems ok.
- improve support ticket system. I can't follow the comunications with you.. The time you get to answer. The old tickets/requests.. etc..
- create some kind of real time support. Live chat is the best I think.

Sorry to say that if everything stay this way I'm not going to spread anymore your services to people in Italy and Brazil as I did until now. And I'm thinking on moving too..

Greetings!
Vince

Customer satisfaction index at Gandi - Sebastiano

Sebastiano — Fri, 15 Jan 2010 15:27:41 +0100

I have been trying to transfer some domain names from another registrar to Gandi. The procedure mysteriously fails, but that's not the point. Your system to get support, sending mail only through the form, getting at least two useless automated responses, and not being able to follow up by replying to your (inconclusive) messages, and the fact that you do not allow phone calls, is driving me nuts. As I wrote this morning, I will change registrar, and bring the domain names from all my accounts to somebody who deserves my business. You don't want to talk to me and make it impossible to communicate with you? I will take my business elsewhere.

Customer satisfaction index at Gandi - Ryan (Gandi)

Ryan (Gandi) — Tue, 15 Sep 2009 15:29:13 +0200

Andrew: I would not consider it to be something to be proud of to have your domain with a company that is over-eager to change the email address of an owner handle, or give away its password to someone who just asks for it...

Gandi takes special care to assure that the request is coming from the person or company that is registered as being the title holder for the account. In some cases, yes, this can be frustrating when it does not go as quickly as you would like, and this is understandable. We have customers in nearly 200 different countries, and though each country has its own forms and procedures, we always find a way to assure the ownership of domains. In your particular case, we have not received documents that have allowed us to do this yet.

Your case is now being followed by a senior member of our support team, and we will be sure to help you find the quickest solution possible: one which also guarantees the security of the domain name.

Customer satisfaction index at Gandi - Andrew

Andrew — Mon, 14 Sep 2009 09:26:10 +0200

Gandi, you are a disgrace! You pretend to be an International Company and get people outside of France to host domains with you - but when there is a problem - you only accept French style documents. I have been urgently trying to change my MX Records for over two weeks now (change of email provider), but having forgotten my password, you will only send it to the not working email because I do not have French style company documentation! Well - the world is not France - If you want to work internationally - you need to accept International Company Documentation. Your service is too parochial and way too slow - other registrants I work with in UK and US have resolved this problem in minutes for me not weeks as you have taken! Maybe you should stick to the French market and not irriate customers in other countries by pretending to be an International business!

Customer satisfaction index at Gandi - Andrey M

Andrey M — Thu, 07 May 2009 10:49:02 +0200

Soraya, there were three tickets:

3004312
3004786
3004908

The first two tickets have been answered in two days and contains dumb and incorrect answer "all seems OK". Nobody has checked the renewal orders and their status. Nobody has answered me when I replied.

The problem has been resolved after 3 days and I think that's a result of my messages to Gandi forum and feedback.

Customer satisfaction index at Gandi - Soraya

Soraya — Wed, 06 May 2009 01:02:35 +0200

Hello Andrey M

I regret but we found no email from your email's address in our technical's support.
the three domains were renewed correctly. If you have a ticket number, please give it to me.
Regards,

Customer satisfaction index at Gandi - Andrey M

Andrey M — Tue, 05 May 2009 10:47:03 +0200

The worst support that I ever have seen !

I'm trying to renew 2 domains on my account. Gandi has charged my credit card and then the order status switched to "Failed" with explanation "Renewal forbidden". Also the control panel says that I should contact Gandi tech support. I wrote three messages to support.

NOBODY HAS ANSWERED ME IN 4 DAYS !

I don't know what to do in this situation. I spent my money to renew domains and it seems that I spent this money for nothing.

Customer satisfaction index at Gandi - Wendy(Gandi)

Wendy(Gandi) — Fri, 03 Apr 2009 12:13:34 +0200

Thanks Andy, we're glad you've been with us for 10 years and hopefully for many more! Please let us know if you have any other requests or feedback, we'd value your opinion.

Wendy

Customer satisfaction index at Gandi - andy

andy — Wed, 01 Apr 2009 02:22:03 +0200

This is the best thread I've read in days. This is why I have been a customer of Gandi for 10 years.

Reading the responses from Wendy and Joe, I was lulled calmly into precise understanding of the situation. Not only were Wendy and Joe extremely polite in this scenario, they offered several articles and references which will assist many with understanding the challenges of finding a trustworthy partner like Gandi.

Customer satisfaction index at Gandi - Joe (Gandi)

Joe (Gandi) — Tue, 17 Mar 2009 15:31:30 +0100

Hi Eugene,

Thanks for your comments. We don't currently offer 24/7 phone support, so you are quite right this is not something we offer on par with Godaddy. Your choice of registrar is indeed up to you, so if 24/7 support is your primary concern, then you would be right to go with godaddy. However, we believe that this is not the only reason to choose a registrar.

Gandi was founded on the principle of putting customers first, and to behave ethically in terms of our policy and treatment of customers. This is actually the same reason we took decisive action when you registered domains that infringed on trademarks, as we seek to protect the rights of others.

There are some registrars (and you can do your own research here, including the market leader) who engage in practices of domain tasting, domain speculation, front-running, and advertising on customer domains, even when they say they do not do this. Check out this Techcrunch article on the subject:

http://www.techcrunch.com/2008/12/0...

There is also the issue of whether they protect their customers rights and how they treat them when disputes happen. You can see this article where Gandi is compared to other leaders in this market and our policy evaluated.

http://news.cnet.com/Survey-Are-dom...

The domain market is evolving, and price is certainly one factor. But trusting your registrar is another, and this is one area that we will not compromise on. Think about your other purchases in life and which ones you only buy from the lowest cost provider. For some other factors are more important.

I hope that helps,

Joe

Customer satisfaction index at Gandi - Eugene

Eugene — Mon, 16 Mar 2009 21:39:18 +0100

Wendy,

My main point: there’s no way to get in touch with Gandi if there’s an urgent situation.

I am ok with Godaddy trying to sell me something else (which is not too obtrusive so far) in return for a 24/7 telephone number and a smaller fee (it’s not too much but why should I pay more if I don’t get more?).

Eugene

Customer satisfaction index at Gandi - Wendy(Gandi)

Wendy(Gandi) — Mon, 16 Mar 2009 11:37:54 +0100

Hi Reactive Software team,

I've now got the full details of the case that you are referring to. It seems that you registered 13 domains relating to password recovery for major online providers, e.g.

hotmail-password-recovery.com
myspace-password-recovery.com
etc.

Our team monitors registrations like these as they often related to phishing or spamming activity, which we at Gandi do not support or tolerate. We therefore took action and suspended the domains and the account.

The reason we suspended the whole account was that more often that not these types of registrations are done by professional fraudsters or spammers, and the whole account needs to be terminated.

If in your case if you had registered these domains without realising the consequences of the trademark and security infringements, I will take your word for that and assume it was innocent, but you must surely recognise that this looks very dodgy and understand we have an obligation to protect other people's trademarks and support internet security.

In any case we received a mail from you on Wed, 13 Aug 2008 00:04:18 asking why we suspended your domains, and at Wed, 13 Aug 2008 10:03:59 (10 hours later) we replied to you to inform you your mail domain was reactivated.

I apologise for the inconvenience this caused you, but in registering these domains that clearly violate our T&Cs and trademark law, you must understand that you put your account at risk. I'm glad we were able to get you back online with your main domain, and wish you all the best for the future whether it is with Gandi or not.

Thanks,

Wendy

Customer satisfaction index at Gandi - Robert

Robert — Sun, 15 Mar 2009 17:55:00 +0100

Hi -- could someone fix something? I can't read the home page for Gandibar because the background is dark grey instead of light grey. I use Opera on Debian mirrored from USC.edu ...HELP.

Customer satisfaction index at Gandi - Wendy(Gandi)

Wendy(Gandi) — Fri, 13 Mar 2009 22:50:54 +0100

Hi Reactive Software team. I'm sorry you feel you've had a difficult experience.

I appreciate you've been upfront that you bought a set of domains which infringed on other company trademarks which is why (from what you have said) our support team will have suspended your domain names.

However, if your main business domain name was not involved in your trademark infringements and we disabled it inappropriately, then I can only apologise as I would also be extremely annoyed in the same situation.

I will check out the full case history with our support team and come back to you with a more detailed response.

With regards to customer support response times, we do provide a 24hr email response service which I believe is what you experienced. With regards to comparing our service with Go-Daddy, take a look at a blog article by another customer who has experienced both services, this provides you with an alternative view http://www.miconian.com/?s=gandi Essentially they can provide a telephone service but the costs are recovered by constantly selling other services to you including sales calls.

Get back to you soon.

Wendy

[ping] Customer satisfaction index at Gandi - Reactive Software Blog

Reactive Software Blog — Fri, 13 Mar 2009 20:38:08 +0100

Real customer service experience at Gandi

Gandi is in the top5 of the domain sellers worldwide. They have margins slightly above that of the competitors from the top5 but claim that this is compensated by excellent customer service and ideal philosophy (not trying to squeeze every last penny...