It is a matter of service!

[Alan Sullivan <sully@frontiernet.net>]

HI,
The following reinforces why I think shared gTLDs is the right 
thing to do. At first I thought that competition at all levels was the
right thing to do (exclusive registries). I heard a number of arguments
that just did not convince me as to why shared registries were
preferable... until I received an arguement from one of the IAHC
Committee members. Basically, that reason is that customers should have
the right to change registry providers if they don't like their service.
I would agree with that.

After my own fustrating experience with NSI that argument was brought
very close to home. After registering for 4 names at the same time in
September of 1996, I received an invoice for one name in October due in
30 days from receipt of the invoice. Then in November I received another
invoice in November due in 5 days from receipt of the invoice. Then I
received no more invoices - but I received the following e-mail:

> Dear Domain Name Contact:
> 
> This letter is being sent as a courtesy to advise
> you that our records show payment for the
> domain name(s) referenced below has not been
> received.  We appreciate that there are many
> possible reasons for this and want to assist in
> reconciling our records.  Our records show that
> the following person has been designated as the
> Billing Contact for the domain name(s) in question:

SNIP
> You may pay quickly and easily by calling our
> Receivables Section at (703) 742-4777 with credit
> card information.  

So I called that phone number and I waited for a very long time 
in dead silence - I finally gave up.

SNIP
> 
> If payment is not received within 15 days from
> the date of this notice, domain name service will
> be discontinued.

Great service!


I now understand why we need to have shared gTLDs.


-- 
Alan Sullivan -- Top Domain Registry Inc.
1550 Rush-Scottsville Rd.
Rush, NY 14543 
Phone: 716 533-2387 FAX: 716 533-1410