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06/18/2010

Comments

Fazal Majid

The fatal mistake was hiring Network Solutions in the first place. They have a well-demonstrated history of incompetence and mendacity. You would be better served with a free Google apps account than what passes for service with them.

Mitch Baltuch

I have to concur. The problem is a large company with a demonstrated lack of concern for their clients. You would do better to have your domain and email hosted by a responsible ISP. This sounds easy, but finding such a company can be an interesting experience. I have used an ISP in Ft. Collins, CO for a large number of years and I continue to use them because they are competent and I get a human being that has knowledge when I call in with a problem. Of course, in all honesty, I am an IT director in my day job, so I have more knowledge than most people on this sort of thing. However, there are good solutions out there. You just have to track them down. Once you do, your life will be somewhat simpler.

Scott McDermott

As an IT pro, I have to agree with the negative views expressed above regarding NSI. They have been a negative force on the Internet for their entire existence. The Google Apps for Your Domain solution is a good one. It's free, but has no real support. It does have excellent anti spam features and you can continue to use your pop or IMAP clients check email. They do have an option to pay if you want support and that does provide some additional features.

The other option I would recommend would be to go with a local ISP, such as NW Nexus, which would give you option to drive down there and yell at them in person, if required. It's always nice to have that option, even if it is unlikely you will ever use it.

Brooks Jensen

Whoa! Hold your horses, boys. I think there is some misunderstanding here. This is not, nor was it intended to be, a "bash Network Solutions" post. Let me clarify.

First, I created the problem when I moved our "catch-all" email and then didn't look at it for close to a couple of weeks. The growing number of email in that mail box (2,700 by the time I looked at it) was the flag that prompted Network Solutions to take action. If I had done due diligence in my own email boxes, none of this would have happened. So, ultimately, I blame myself for a lazy habit.

Further, I could have prevented the 2,700 spam emails from accumulating had I done the obvious — create a few spam filters to flush out the junk automatically. My fault again.

Should Network Solutions have let me know what action they were taking when the shut down all emails to our domain name? I surely think so. So do they. When I discussed it with a tech support supervisor, he apologized and seemed genuinely interested in solving this for future cases. Will they learn from this incident? If they are smart, yes.

Did they solve the problem? Within 20 minutes of us figuring out what had happened and why, they had fixed it, called me on the phone to confirm, and we've had no problems since. I am a happy consumer.

In some of the posts in response to our situation, I detect what seems to be a predisposition to fault the "big company" for their lack of response. I am concerned about this. I am not one who rebels against big business — for two reasons: free market economics and the dreams that one day I, too, will join their ranks.

You see, I believe businesses are big because they are serving lots of satisfied customers. In fact, isn't this the definition of a big business? If they were pissing everyone off, they wouldn't be big. Do they have problems? Sure, everyone does. Do they have more problems? Sure, because they have more customers. The more illustrative question is do they have more problems as a percentage of their total customers? Probably not. In fact, it's probably the low percentage of customer problems that allowed them to become big in the first place. They are simply doing a better job of serving their customers than their competition.

This is certainly true in our case. Prior to giving our business to Network Solutions, we used several smaller service providers for both our website and for our online store. We had problems — more problems. Erratic loss of service on a regular basis; no answer to tech support emails; answers that were completely non sequitur to the problems we were having; people who knew less than I did; people who didn't care; limited hours of service; email-only tech support; FAQs that never had any answers — the list goes on and on. We moved to Network Solutions and our problems all but disappeared. We've been with them for 7 years now and this is the first time I've had any sort of hiccup with them at all. Sterling performance in my experience.

Are they the solution to every need? Nope. Are the a great fit for every variation in customer? Nope. Would I change my service for our website or our online store from Network Solutions to someone else based on this recent problem? Nope. But, they know what every good business knows — they have to earn my loyalty each and every day with their service. This week, the speed with which they solved the problem I started — in spite of the fumble in the middle — has demonstrated to me that they are the right folks for our business. So, no bashing Network Solutions in my part. Instead, I'm happy to write the check to them every month and accept all the services they provide as a fair exchange in the free market.

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