I recently registered luxdb.org with register.com. Why? It was cheap. Lesson learned (again) – there’s always a reason for cheap. I eventually decided to consolidate this domain with some others I have registered at dyn.com (an excellent provider). When I tried to transfer, I found out you need an authorization code to effect the transfer. Makes sense – keeps people from stealing your valuable domain. The thing is, register.com has instituted a 4-5 day delay before they will send you the code, and even then, they may decide not to send it to you (if they believe there has been “suspicious” activity related to your domain). On the face of it, there might be some idea that they are acting on the customer’s behalf, but based on a cursory read of various angry posters to online forums, and on my experience, it seems pretty clear they are abusing this policy in order to try to prevent customers from leaving.
When I requested the auth code and saw the notice of the 4-5 day delay, I called customer service. I had to hold for 10 minutes, and then for another 5 minutes after I demanded the auth code from customer service (I was a bit peeved at this point), but eventually he did come through with the code, no questions asked. OK, fair enough – it was a little annoying, but I got what I wanted, gave the code to dyn.com and initiated the transfer. That completed after 3 days or so. The funny part is that the very next day I received this e-mail from register.com:
Dear Michael Sokolov,
You recently requested an auth code to transfer your “luxdb.org” domain name.
Your request has been processed and at this time it has been declined due to recent suspicious activity in your account.
Register.com is committed to providing the most secure and reliable domain services for our customers.
We have implemented specific security measures to help prevent unauthorized transfer of domains to another registrar.
The type of suspicious activity that could have caused your request to be declined includes:
- Multiple failed attempts to login to customer’s account
- Recent changes to the account holder’s name, email address, or login ID
- Attempts to access the account over the phone without authorization
- Recent changes to the accounts password
- Domain name lock not removed
- Recent changes to billing or credit card information
To receive your auth code, please call one of our customer service consultants at 1.888.734.4783. They will confirm you to the account and then fulfill your request.
EVP, Customer Service
Here is my reply:
I hate to tell you this (actually it gives me a dirty pleasure), but you guys are morons. Your policy of delay and obfuscation is insulting and is probably losing you many more customers than it retains. Or maybe you’d rather be the company that serves the feeble and ill-informed. Anyway the transfer is already complete, so not only is this message an insulting lie, but it is completely null and ineffectual.
Very sincerely yours, a happily departed customer,