Network Solutions, which used to have a monopoly on the domain name registration market, is coming out in full force to admit its past poor customer service and promise better service going forward. If you flip through the October issue of Wired Magazine, you’ll see an ad on pages 55-56 that is a Q&A with Network Solutions CEO Champ Mitchell. In it he says:
“One of the worst problems was our poor customer service. Customers were on hold for long periods of time…many never made it [to a rep] because their calls were dropped during the transfer…some customers ended up talking to poorly trained, unfriendly people who were not really interested in helping them solve their problems…none of our internal systems worked properly…”
It takes a lot for a company to admit this. But it was big enough of a problem for NetSol to confront it. They fired just about all of their managers, closed a number of their call centers, and opened revamped call centers.
To be honest, I don’t know much about their customer service now. They lost my business a long time ago because of poor service and high prices. They might have fixed the poor service, but I have no reason to pay 5x to register a domain with them.
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