NetworkSolutionsReviews 10,298

We called to arrange transfer of our domain name to another Network Solutions customer. The representative was very patient, thorough and professional in his assistance. We tried to leave him a five on a phone survey, but we were disconnected before we could do that. His help was much better than trying to do the transfer online. The website was confusing, not intuitive and gave no information on how to enter an authentication number after it was requested and received.

I have 10 domains that also have privacy protection and renewal protection along with the hosting package. Instead of renewing them as they expire throughout the year, I do all of them at once at the beginning of the year, allowing Network Solutions to keep the money they are not due often times for many months I spoke with John today to process my order. He had a positive attitude despite the lengthy process we had to go through to make sure that we were catching anything that could go wrong and he even offered me without asking a 20% discount. I was very grateful for that. It brought my approximately thousand dollar bill down to $800. He told me about the survey which I was already very familiar with since I've been a customer of Network Solutions for 25+ years. For some reason, my phone would not let me get back to the screen to take the survey so I actually took the time to call back and this time I ended up speaking to somebody named.Yanne in the billing department. I told her the only thing I wanted was a way to leave a review for this gentleman, but she stepped up to the plate in a way I never expected. She was not only polite, courteous, and professional, she realized that she was able to give me a far greater discount than John was. She could've brought my bill down to approximately $500 just because she was in the billing department as opposed to the department, I ended up selecting. Selected that department because the one that I should've selected disconnected me, and I made the mistake of assuming that the Customer service and specifically the pricing and discounts offered would be the same across any department. While I do not in the least hold John accountable for what happened because he can only discount what he sees on his screen when I spoke with the other agent from billing, she was able to offer substantially more. I am telling you this not to discount the outstanding service that John gave to me. But to bring to your attention, what I believe to be is a 25 year Customer and egregiously serious flaw with your systems policies and procedures, which are well above your agents' pay grade, even though it is, they themselves that take the brunt of the disappointment as a result of those systems policies and procedures. I have run two businesses, and as a business person, I would strongly urge you to figure out how to either ensure that everyone of your departments are able to offer the same discounts or at the very least train them to ensure that when it comes time to make the transaction that they insist and follow through to facilitate a handoff to the department that can offer the best discount without accidentally disconnecting the customer, a regular occurrence when dealing with customer call centers. As I said in my other email about Yanne, it would be appropriate for someone who has the seniority and authority to make this change to make it as well as you call me using the number on file to discuss this issue further. Every year I go through the same process of debating whether or not to take my business to a much less expensive hosting company and every year I decide to stay because of the service that you offer, but the service today has given me a year to think through and research my other options. If you look at me not as a customer who bought something today, but as a customer who has a lifetime value to your company, and you start to calculate the loss of those customers in mass, that's when the numbers begin to mean something, most of all jobs and second of all a reputation that would stop people from trying your service, which also affects jobs. And given the wonderful service that I got from the two people I spoke to today. It is actually my true desire to allow Network Solutions be my website and domain provider for the rest of my life. Those are the kinds of customers you want to listen to, and truly understand their experiences, and to glean from their perspective how you can make your systems processes more customer, friendly, and not put your customer service agents who are doing the best they can in a system that I consider broken or at least far from optimal. Just like you want to keep your customers, based on being a business owner myself I understand just how hard it is to find superior human capital. John would qualify..

I called for information on my upcoming products that are due to expire, and Karina was super friendly and knowledgeable, and a`nswered all of my questions with confidence and a smile. It's so easy to understand her very nice voice, with a hint of Filipina accent; very pleasing and friendly. I hope I would always have her answer the phone when I call again, and I hope whoever is reading this would pass along my gratitude and best wishes to her.

~Paul Burner~
LightningDetail.com