Nameplanet - my nomination for worst customer support

I'm going to nominate Nameplanet, a webmail provider Kate (my wife) uses, for the worst customer support for any online-based company.

Kate was unfortunate enough to delete her entire inbox after a new IA was launched. She's tried mutliple times to contact Nameplanet via email (there is no phone number) to see if they can restore the data, but the following same auto-response comes flying back:

"Hello, This email was auto generated to provide you information quickly. If it does not answer your question, please reply to this email and keep the subject line intact.

We are aware of the current issue with webmail not showing up correctly for some accounts and are working to resolve the issue. We apologize for the inconvenience and appreciate your patience with this and hope to have it fixed shortly.

Thanks, NamePlanet Support"

Which is useless, as Kate knows she deleted her mail - it is not a case of it going mysteriously missing.  Kate has used Nameplanet for 4 years, and is a Premium account holder (she actually pays for 100MB of storage)....But even this doesn't mean she's getting anything like reasonable customer support.

Can anyone help out there? Does anyone have a friend/contact than can help - even an actual phone number?

Comments

• Anonymous
  May 14, 2005
  Well you can always try the person that owns the domain. WHOIS report:
  
  Admin Name........... JK Hullett
  Admin Address........ 350 South Center Street
  Admin Address........
  Admin Address........ Reno
  Admin Address........ 89501
  Admin Address........ NV
  Admin Address........ UNITED STATES
  Admin Email.......... domainowner@nameplanet.com
  Admin Phone.......... 831-649-6711
  Admin Fax............ 303-385-4995

• Anonymous
  May 14, 2005
  thanks Abomb, but as you might have guessed, this has an answerphone message without anyway of leaving a message.

• Anonymous
  May 14, 2005
  The comment has been removed

• Anonymous
  May 16, 2005
  I could probably swing a GMail invite... Won't help with the deleted email situ, but a lesson learned is a valuable thing... willsullivan@g[youknowwheretofindme]l.com

• Anonymous
  May 16, 2005
  Well, I'm a nameplanet user, and the whole system seems to have packed up entirely over the last few days. I'll second their customer support incompetence - when you go to the main page there isn't even a mention that there have been problems. grrrr.

• Anonymous
  May 16, 2005
  The comment has been removed

• Anonymous
  May 16, 2005
  I too second the NamePlanet nomination. Am having similar problems at the moment, and not for the first time. I once got a reply from "support" via email, but now I can't even access the page with their email address. Thanks for the fax number, though I'm afraid I have had no luck with faxes to them in the past...

• Anonymous
  May 23, 2005
  The comment has been removed

• Anonymous
  May 23, 2005
  After the well established complete lack of care traditional among I.T indistry giants such as Microsoft, it comes as a big suprise there are people out there who are worse!!!
  
  I have tried email, fax and regular mail to no effect. So now I'm sending a large raw fish in plastic wrap by snail mail. Get the message Nameplanet - you stink!!

• Anonymous
  May 23, 2005
  The comment has been removed

• Anonymous
  May 23, 2005
  Just a quick note on Nameplanet user's having problems at the moment with this service (including myself.) You can actually not access the Nameplanet online service at the moment, but I have managed to retrieve my mail through POP-mail in my outlook application.
  This is done by indicating the following preferences:
  1) the Nameplanet Mail Server (getmail.(your domain) for example getmail.andersen.net),
  2) applying your nameplanet address as username i.e. hanschristian@andersen.net
  and finally 3) your normal nameplanet password, you should be able to at least read mail sent to you.
  
  I hope this can help some people out. I sincerely hope the Nameplanet service will be up and running pronto, as I have been a very satisfied customer untill the last two-three weeks, when the service has been rather unstable.
  
  Please note that you might experience resistance retrieving POP-mail from time to time (due to unstable server activity I guess) but I have managed to get mail regularly in this manner.

• Anonymous
  May 23, 2005
  The comment has been removed

• Anonymous
  June 24, 2005
  The comment has been removed

• Anonymous
  July 28, 2005
  I found this conversation after searching on google for how to complain about Yahoo's e-mail customer service. Nameplanet sounds pretty bad, but I might pick Yahoo as the worst customer service now that they CHARGE you to call a representative, even if you pay for their e-mail service. You have to enter your credit card number then they call you back. Nice customer service.

• Anonymous
  October 25, 2005
  I loved having my identity as my email address, but I have paid dearly for it. Dealing--no, TRYING to deal--with Nameplanet has shortened my life, I am sure. I have had every problem described above--sometimes more than once. If Dante had only known, he would surely have saved the deepest pit in the Inferno for the Nameplanet organization.

• Anonymous
  October 26, 2005
  I just came across this thread and although it's older I thought I would leave a post--I am a nameplanet customer and am experiencing big time problems with accessing my account. For the last 24 hours, all I got was a blank page after login. This is DEFINITELY the last time I am signing up for this paid "service". I am in the middle of getting a new job...all my correspondences with the company and all the information so far is stored there...and I can't get to it! I am so upset!

• Anonymous
  October 26, 2005
  I have the problem as Jenny. And I have equally important emails stored on my webmail there. Have sent about 10 emails to nameplanet over the last 24 hours with no response.

• Anonymous
  October 26, 2005
  The comment has been removed

• Anonymous
  October 31, 2005
  Since Nameplanet installed its new system, there have been a lot of problems. They say it's due to browsers but that's not true. I used to like the old template a lot and am quite disappointed with the new service.
  Let's be fair with Nameplanet and hope for improvement. Nobody's perfect.
  Hopefully I do not use it for business.
  Good luck to all.

• Anonymous
  November 01, 2005
  The comment has been removed

• Anonymous
  December 27, 2005
  I just came across this posting and found it rather timely. I registered my url through Netidentity, another company run by Wink Jones of Nameplanet. I have been wokring hard to launch my business for a long time and have been ready to launch my online business for over 9 days - I had trouble with my Netidentity web hosting and have been trying to reach customer service for over 9 days - I have sent an email every day and even called them, although their number is unlisted. They took a message a week ago and said that support would call back - sure?
  
  I am guessing that Wink is running these businesses alone or with a skeleton crew. Either way, I cannot depend on them to host my web site. I am now trying to get my web site unlocked and released so that I can transfer the account...
  
  HELP!
  
  Anna
  

• Anonymous
  January 25, 2006
  I have been using NetIdentity for a while and they provide the worst service I have ever seen. I’m just sorry that I used my NetIdentity e-mail address on my business cards and told people that this was my preferred e-mail address. It was initially, until I started having nothing but problems. If friends and colleagues ask me about my e-mail address, I want them about NetIdentity and to stay away from them.
  
  I report problems to NetIdentity almost on a daily basis, but there is never an acknowledgement that they are having problems or what they are doing to resolve these problems. I can only assume that they are doing mass deletes on reported problems and don’t bother reading them.
  

• Anonymous
  February 06, 2006
  I'm glad I'm not the only one having problems with Nameplanet.  They have terrible customer service and constantly have problems, it's hard to believe I paid for this service!!  I'm getting out when my year is up.

• Anonymous
  February 08, 2006
  I can't login to my Nameplanet account! In the lower left corner of my internetbrowser, a yellow triangle with exlamation mark shows, saying "ready". But when I push the Log in button, nothing happens and the same triangle appears, saying "error on page".
  
  Does anyone recognize this problem and know the solution?
  
  If so, please reply to my other emailaddress: c r a n n b e r r y @ c h r i s t i a n . n e t (without spaces)
  
  Thanx!

• Anonymous
  February 08, 2006
  I have exactly the same problem as Anne. Cannot log in at all, and I can't even get my emails through Outlook Express which usually works when I can't log in. This is getting beyond a joke. I've been with nameplanet since the days it was a free service, and now that we're all paying its worse than ever.
  
  

• Anonymous
  February 09, 2006
  I've found when there are problems with the homepage, you can go to http://mail.[domain] (ie http://mail.smith.tc) and log in there
  

• Anonymous
  February 27, 2006
  Netidentity is a disaster...is Wink a real person? We haven't been able to login for 4 days now, can't send, only receive some.
  
  You call the number for their offices in Reno, NV at 775-333-5962 and get some lady on the machine that won't let you leave a message.
  
  I've emailed support, I've faxed support, I've heard NOTHING!!!!!
  
  If Wink is still monitoring this email me at ssnyder1@nc.rr.com

• Anonymous
  March 09, 2006
  I have had a shared e-mail address with them for nearly 8 years and didn't have problems until the last two. In the last 6 months, all I get on my NI e-mail is spam. Their spam filter is archaic and ineffective.
  
  You want better e-mail, web-hosting, spam control, etc.? Go to Powweb! I now host my own domain (not shared) on their servers for slightly more than what I was paying Netidentity for two e-mails. I went from two addresses to 1300 e-mail addresses that I control, web space, and awesome spam control (via greylisting) for $99/year.

• Anonymous
  March 15, 2006
  The comment has been removed

• Anonymous
  March 16, 2006
  WOW! To think I did not find this website at any time over these past two years of DREAD with nameplanet. Honestly, I am looking for a reason to STAY as a customer, because I ave had my email address with them since 1999, when it was free. If any of you nameplanet customers remember the OLD layout and service, I so preferred that, and it came as a complete shock when without any chance for customer input they changed it. Wish they would change it back... But more than  anything I wish it would simply FUNCTION. Below is my email address if any of you should feel so inclined - not that I can bank on receiving any correspondence of course...
  
  Victoria Akselsen Fisher
  victoria@innboks.com

• Anonymous
  March 16, 2006
  I have only one comment about the whole mess. When it comes to mediocrity – they are not mediocre about their mediocrity. It appears to be the one thing that they do excellent. Does anyone know of a company who has good service? I am getting off this dead horse.

• Anonymous
  March 16, 2006
  Nameplanet log in, not working again!!! yes.. I am getting more and more unhappy with this e-mail provider (understatement), has been a member since 99, when ever ..if ever I can log in there I will get all my addresses and mails copied and get the h..l out from there, they will not have me as a customer anymore, and I do not think they care either..obviously..tried many times to mail them..did I get a response..affraid not!!
  Good luck in the search for a great new e-mail provider.
  Any good suggestions by the way?

• Anonymous
  March 17, 2006
  I just found this site and I am looking to replace my Netidentity account. It wass fine for two years and now I haven't been able to even GET MY EMAIL for that last 30+ days.  Cust. Support doesn't exist and if you cantact them you end up talking to billing who merely want you to pay for another year.

• Anonymous
  March 21, 2006
  I have been satisfied and happy withmy e-mail account, and when they changed it from a free to one are paying for I did so. But then the service whent downhill. Change of the layout was terribal, having the next- button all the way to the right boardering into stupidety.

• Anonymous
  April 28, 2006
  I paid for my brother's email account with my credit card. They set up this account under my name so everytime my brother uses his account it shows my name before his nameplanet account.  This is so stupid and causes so many confusion to our friends and family.  I have been trying for several months to reach customer service and they haven't answer my emails. I feel very frustrated!

• Anonymous
  May 10, 2006
  I really like namplanet - we have been customers since 2000 and it always works well for us, occasionally you can't get in but it doesn't usually last long. Yes the customer service is minimal but then so is the price, what do you expect. You want to pay next to nothing, dont expect a premium service.

• Anonymous
  May 10, 2006
  The comment has been removed

• Anonymous
  May 11, 2006
  The comment has been removed

• Anonymous
  May 11, 2006
  Jane - let's agree to disagree on our expectations :-)

• Anonymous
  May 17, 2006
  I have the same problems than everyone else. I pay 20 dollars per year for a service which is all the time unavailable.
  I am sad especially because I can't do anything on it.
  

• Anonymous
  May 28, 2006
  I too am a member from way back when it was free and when it went to paying, I also got all the bells and whistles.  Now I think I may be regretting what I did.  Alot of my internet account are tied to my name planet email addy.  If I go to move my email addy it would be alot of work. But it may be worth it to have my access and a dependable system.

• Anonymous
  May 30, 2006
  Well, it seems that Nameplanet/NetIdenity is at it again - that is to say, "It appears that they've all gone on Holiday." But, then They don't celebrate Memorial Day, do they? No, I think not, but it seems that my email account has taken a "Timeout." Here's what's happening for over twenty-four hours each time I Login: https://www.nameplanet.com/Login.aspx?ReturnUrl=%2fMembers%2fWebMailLogin.aspx&mp=Timeout  
  I too have had an account since the beginning AND my Nameplanet email was quite reliable for my needs until I became a paying customer. Yes, I am confused, I truly thought that by becoming a Premium Paying Customer, I would get better service - not worse or no service. While some of the other writers seem to think that the fee is small, I would recommend that they take a look at the Precentage Increase which went from 0 to $24+.  One would think that one would give Great Service, if ones pay check increased over 24 fold.  Oh, by the way, they advertise "Live Technical Service" but I can't find it anywhere.
  Sign me "Frustrated and Confused"

• Anonymous
  June 19, 2006
  Jipie! Nameplanet has been taken over by Tucows!
  
  Although they announce not to make any changes at the moment, it's already a day and night difference: they communicate!
  
  Read more 'bout in on their blog:
  http://nameplanet.weblog.info/
  
  Really hope things will change for good now!
  brt

• Anonymous
  June 20, 2006
  thanks for the heads up brt...

• Anonymous
  June 20, 2006
  Well, the 43rd comment to come in on this post of mine grumbling about Nameplanet's customer service...

• Anonymous
  June 22, 2006
  The comment has been removed

• Anonymous
  June 24, 2006
  Thank goodness for this blog!  I was feeling that I was only one with login problems!
  
  Netidentity, which was also bought by Tucows, has also "left the building."  Customer support is not responsive.  We have several accounts with them, and are unable to login.  We keep getting bounced back to the login screen.  We have paid for live support -- but no way to reach them.  Things are going from bad to worst since Tucows took over.  We're at a lost of what to do!  If anyone has suggestions or a way to contact ANYONE for help, please advise...
  
  Thanks

• Anonymous
  June 24, 2006
  For all tryin to solve stuff, read this:
  
  http://blogs.msdn.com/alexbarn/archive/2006/06/20/639587.aspx
  
  and the comment left there:
  
  http://blogs.msdn.com/alexbarn/archive/2006/06/20/639587.aspx#644846

• Anonymous
  June 26, 2006
  California Girl -
  
  We've had a few problems over the last few days that I'm still trying to get a handle on.
  
  First off, if you are sending email to support@netidentity.com and not getting a response, let me know (ross@tucows.com) personally so that I can go and rattle someone's cage. We're in the process of transitioning support to our regular team from the NetIdentity Colorado team, so some things might be hitting the floor. Letting me know what's up is usually the best way to help us fix these things.
  
  Regarding your login issues, I think this might be related to a recent upgrade that the NetIdentity folks did just prior to the acquisition. We're in the process of nailing this down, but I'd be interested to see if the problem still persists - drop me a private email if it still does and I'll get someone here to work with you directly to make it a historical problem for you!
  
  thanks for your patience. We're slowly getting through the waves. I'm now down to less than 400 emails related to the announcement!
  
  -ross

• Anonymous
  July 08, 2006
  I have to say that things are looking up at Nameplanet now they have new owners. They actually replied to my mail!!! So maybe things are getting better... lets hope so. Otherwise they have lost me when my payment is due in october.

• Anonymous
  July 23, 2006
  Has anyone else tried to change their registrar away from netIdenity (Tucows) only to find the domain in a "clientTransferProhibited" status?

• Anonymous
  January 24, 2008
  Never pay day cash advance application loan online payday

• Anonymous
  January 29, 2008
  I am machines � sous apply for student credit card

• Anonymous
  February 02, 2008
  The comment has been removed

• Anonymous
  May 29, 2009
  PingBack from http://paidsurveyshub.info/story.php?title=alex-barnett-s-blog-nameplanet-my-nomination-for-worst-customer-support

• Anonymous
  June 09, 2009
  PingBack from http://insomniacuresite.info/story.php?id=1848

• Anonymous
  June 13, 2009
  PingBack from http://thestoragebench.info/story.php?id=7449

• Anonymous
  June 15, 2009
  PingBack from http://debtsolutionsnow.info/story.php?id=59

• Anonymous
  June 16, 2009
  PingBack from http://fixmycrediteasily.info/story.php?id=1835

• Anonymous
  June 19, 2009
  PingBack from http://edebtsettlementprogram.info/story.php?id=22177

• Anonymous
  June 19, 2009
  PingBack from http://mydebtconsolidator.info/story.php?id=1568