Missing Gandi Customer Care Replies

Ryan — Wed, 28 Mar 2007 16:46:00 +0200

This may just very well be the first blog entry that the support staff (Angela, Carole, Françoise, Jana, Nadine, Ryan, Sam, and Soraya) has addressed to you all via a special blog entry, and this, on a the matter that is the most important to all of us: customer satisfaction at Gandi!

Let me begin by thanking all of our customers (you!) for the wonderful, sometimes humorous and occasionally heated support e-mails that we receive each day from around the world via our online support form. It is really nice to be in contact with you and to see who make up the Gandi community.

This being said, all of us are very concerned with a growing number of comments that we are seeing right here in the blog, or in the new GandiGroups, or even elsewhere on the web: that some of you are not getting answers to questions that you have sent to us. As we are at a response time of 8 hours at the time of this post, learning that even one of you has not received a reply is of obvious concern.

As it turns out (and I have verified this with my own personal accounts, and by asking some of you - thanks for your input!), some popular e-mail services interpret our mail as spam, and so while we are indeed replying to you, you are quite simply not being given our message!

This is particularly true with MSN, Hotmail, and Gmail accounts (and to a lesser extent Neuf and Yahoo), which are beginning to systematically send e-mail from Gandi (customer care replies, renew reminders, confirmation letters, password reminders) to your spam folder, or withhold them altogether. Additionally, in cases such as Hotmail and Gmail, those services then automatically delete mail in the spam folder after a couple of days!

This is true to a lesser extent for other mail servers as well.

To prevent this from happening, you can sometimes find a setting in your e-mail preferences that will allow you to flag e-mail from gandi.net as being "always accepted".

In any event, if you have not received a reply from our support staff within 24 hours, please look in your e-mail spam folder (via your online interface if possible) to see if there is a present in there for you. Otherwise, please feel free to send us another request, though include a telephone number in your mail where we can contact you, and/or an alternative e-mail address that we can reply to.

Unfortunately, Gandi cannot "force" e-mail providers to accept our mail, and so it may be necessary to change your handle's e-mail address to ensure proper communication between us.

Thank you for being such a wonderful online community, and we look forward to hearing from you as always!

Sincerely,

The Gandi Customer Care Team

Our customers are great!

Ryan — Thu, 31 Aug 2006 16:03:00 +0200

For some time now, we have been mulling over the idea of writing a couple of short tutorials to help make using our services (and domain names in general) more accessible to internet users.

Well...one of our customers has beat us to it

We have selected them for their desire to share IT know-how, and since they have given us this present: two pages of step-by-step explanations (with screenshots too!).

You will therefore find, in addition to help on other subjects:

- A clear explanation of domain names, as well as the procedure necessary for registering them,

- Assistance in configuring them.

THANK YOU for this initiative, that we will soon be adding to ourselves, with a link on the main page addressing all the newcomers to this wonderful world of domain names, and an update of our FAQ, with tutorials made 'in-house'.

Gandi Bar - our customers really are great

Missing Gandi Customer Care Replies

Our customers are great!