A lesson in productivity, or lack of it
This is how people fail, organisations wither and die and civilizations vanish from view. The individuals are not able to quickly and efficiently perform the functions of their job thus wasting their own time, the time of their colleagues and customers and thus take too long to produce a product and lose business.
When you register a domain name you have a choice of which Registrar to use.
I have used TPP Wholesale to register Australian domain names and GoDaddy for my .com domains. I will no longer.
Nearly 50 days ago I submitted a support request to TPP as I needed to change details on one of my Australian domains.
Twice I received an email saying they acknowledge receipt of my request, apologised for the delay and will get back to me.
Instead of supplying the answer to my request R at TPP asked to confirm if it was still required.
“Hi Thomas,
I was reviewing the last ticket that you have submitted handled by the previous support representative. It seems that this was left on pending status. Our Apologies.
Given the delay, can you confirm if this issue has been resolved yet? If not, kindly provide details of your concern. In the meantime, I will set the ticket to waiting for response status, if there are any further outstanding issues please do reply and I will be attending to your enquiry.
Again, we sincerely apologise for any inconvenience.
Kind regards,
R”
I replied,
“G’day R,
You may tell your supervisor that taking 47 days to respond (not resolve, merely respond for additional data) to my support request was the single worst support incident I have experienced in my entire 73 years. It has caused me to make the decision to move my business elsewhere.
Please provide the necessary information to migrate my 6 domain names currently registered with you to another registrar.”
R replied, “The delay was due to our customer service department undergoing a transition, which unfortunately affected our response times. We understand how important timely support is, and we regret that this situation impacted your experience. Please be assured that we are already addressing the issue and improving our processes to ensure faster responses moving forward.
We understand if you would like to proceed transfer your domains to another registrar. The domain transfer will begin with your new registrar by supplying them with your domain transfer password (EPP, auth-code or domain password). Once the transfer has been initiated by the new registrar, a notification will be sent to the registrant contact email address which the registrant needs to confirm the transfer.”
without providing the EPP necessary to do so. I responded.
“G’day R,
I am going to be very honest and very blunt. You will shortly have the choice to make this a vary valuable learning experience or just dismiss it out of hand as a rant from a grumpy old man. While it may appear that your decision will not affect me in the short term, your long-term success is nevertheless important to me. Your chances for future success in business will be indicated by your choice. Choose wisely.
You say how “our customer service department undergoing a transition, which unfortunately affected our response times” like it is an explanation rather than a confession of an epic customer service catastrophe, a damning indictment of poor management planning re the transition and complete disregard for customer satisfaction. Which is why your organisation lost me as a customer.
Then you tell me what needs to be done without providing the necessary data to do so.
Your future personal productivity and potentially your success, or lack of it, will depend in part on understanding what the customer needs in order to be able to do what they need to do and helping them obtain what they need with a minimum of wasted time and communication.
From an alternative contact at TPP I have received the EPP for 5 of my registered domain names but not that for xxxxxxxxx.xxx
Please supply this at your earliest convenience.”
