**URGENT** Redemption status on domain name

[GiorgioB]

Holla BHW

It's been a long time I haven't lurked around for a number of reasons, but its good to be back, although i wish it was in more relaxed circumstances.

I have a website which is down since a few hours and upon checking the whois info, i see that the domain name status is in redemption , and pending deletion. Funnily enough though, i renewed this domain with the domain name company until February 2016. So does this mean that I paid the company but they haven't actually renewed it for me (I renewed it 1 year ago in 2014, for 2 years.. so until 2016.. no reason it should be down now).

If this is the case, is it possible that i will lose my domain? And if I do, I plan to sue this company because this website is employing 5 people.. so its a major problem. Really hoping to get some feedback from you guys.

 

[wisdomkid]

All you need to do, is to contact the company customer support fast before anything happen to your domain.

Hope everything works out fine for you.

 

[GiorgioB]

thanks yeah i figured... but they are on weekend.. till monday morning *hair being ripped out of my head* the thing is i can't understand how this happens when I've paid for the domain til next year

 

[Wilson Grant Fisk]

thanks yeah i figured... but they are on weekend.. till monday morning *hair being ripped out of my head* the thing is i can't understand how this happens when I've paid for the domain til next year

It would be good if you named the companies involved.

Are you hosted separately or did you purchase hosting at the same time as the domains?

 

[EmailMaster]

All you need to do, is to contact the company customer support

 

[GiorgioB]

It would be good if you named the companies involved.

Are you hosted separately or did you purchase hosting at the same time as the domains?

I only got the domain from there, no hosting with them. The company is domaine.fr and its is possibly the worst I've encountered, its one of the first domains I bought and it was a regional one which is why I used them. But i would strongly recommend to avoid them, just go with godaddy or one of the major ones.

 

[Wilson Grant Fisk]

I only got the domain from there, no hosting with them. The company is domaine.fr and its is possibly the worst I've encountered, its one of the first domains I bought and it was a regional one which is why I used them. But i would strongly recommend to avoid them, just go with godaddy or one of the major ones.

Damn, I just searched BHW for http://domaine.fr/ and came across this thread
http://www.blackhatworld.com/blackh...946-dns-help-my-site-down-losing-200-day.html

Definitely time to move on.

If they have alerts set up for their Domain name then they might stumble across this thread, I would also hit them up on their social media accounts:
https://www.facebook.com/Domaine
https://twitter.com/DomaineFr

 

[GiorgioB]

Damn, I just searched BHW for http://domaine.fr/ and came across this thread
http://www.blackhatworld.com/blackh...946-dns-help-my-site-down-losing-200-day.html

Definitely time to move on.

If they have alerts set up for their Domain name then they might stumble across this thread, I would also hit them up on their social media accounts:
https://www.facebook.com/Domaine
https://twitter.com/DomaineFr

Lol yeah that was a nightmare too and this is it all over again. Transferring the domain name first thing on monday morning. Already posted on their FB page.

 

[Samuel David]

Hi,

I'm the guy who took care of your problem.

i just wanted to react to your message and informe you about what happened because i'm surprised about what you wrote. There is always a team who is watching all processes during the week-end and there is no way to "loose" a domain even if it's not renewed by the costumer.

We are handling around 100k very sensitive domains for very big companies since 1996 and doing our job good.

We noticed, even before your message that your domain was in redemption period. We findout that some domains which were renewed (like your) were not correctely updated by the registry of .fr domains. The correction was done immediately by our team and all services were back online couple hours after their offline and this was not our fault. This is why we do always control all domains statuts everyday.

Our sales representatives offered you a free renew and presented all our apologies about this situation. We have everyday lots of transfers of domains from other registrars to us because of huge dramatic situation that we never experienced. I know that this is frustrating to have a website down but you must know that this happened more than you think.

Anyway, i can speak to my boss about what you would expect and make you happy. We are not like many other registrars which dont care about their costumers complains. We do care and we want to be efficient. This issue was not under our control. After this issue, we added one more sentry to prevent such situations in the future.

Sorry again for the short time of your offline and be sure that you are not just a number or a simple client. If you were, be sure that i would not take my time to answer to you!

Very best regards
Samuel

 

[Deleted member 708208]

Hi,

I'm the guy who took care of your problem.

i just wanted to react to your message and informe you about what happened because i'm surprised about what you wrote. There is always a team who is watching all processes during the week-end and there is no way to "loose" a domain even if it's not renewed by the costumer.

We are handling around 100k very sensitive domains for very big companies since 1996 and doing our job good.

We noticed, even before your message that your domain was in redemption period. We findout that some domains which were renewed (like your) were not correctely updated by the registry of .fr domains. The correction was done immediately by our team and all services were back online couple hours after their offline and this was not our fault. This is why we do always control all domains statuts everyday.

Our sales representatives offered you a free renew and presented all our apologies about this situation. We have everyday lots of transfers of domains from other registrars to us because of huge dramatic situation that we never experienced. I know that this is frustrating to have a website down but you must know that this happened more than you think.

Anyway, i can speak to my boss about what you would expect and make you happy. We are not like many other registrars which dont care about their costumers complains. We do care and we want to be efficient. This issue was not under our control. After this issue, we added one more sentry to prevent such situations in the future.

Sorry again for the short time of your offline and be sure that you are not just a number or a simple client. If you were, be sure that i would not take my time to answer to you!

Very best regards
Samuel

^ If this really worked out then that was good news and nice rep management by this employee.

 

[GiorgioB]

Hi,

I'm the guy who took care of your problem.

i just wanted to react to your message and informe you about what happened because i'm surprised about what you wrote. There is always a team who is watching all processes during the week-end and there is no way to "loose" a domain even if it's not renewed by the costumer.

We are handling around 100k very sensitive domains for very big companies since 1996 and doing our job good.

We noticed, even before your message that your domain was in redemption period. We findout that some domains which were renewed (like your) were not correctely updated by the registry of .fr domains. The correction was done immediately by our team and all services were back online couple hours after their offline and this was not our fault. This is why we do always control all domains statuts everyday.

Our sales representatives offered you a free renew and presented all our apologies about this situation. We have everyday lots of transfers of domains from other registrars to us because of huge dramatic situation that we never experienced. I know that this is frustrating to have a website down but you must know that this happened more than you think.

Anyway, i can speak to my boss about what you would expect and make you happy. We are not like many other registrars which dont care about their costumers complains. We do care and we want to be efficient. This issue was not under our control. After this issue, we added one more sentry to prevent such situations in the future.

Sorry again for the short time of your offline and be sure that you are not just a number or a simple client. If you were, be sure that i would not take my time to answer to you!

Very best regards
Samuel

I appreciate your answer, we will take it up in private.