Yaacov, with all due respect, you have your facts wrong. I am not a newbie and I've been around the hosting/domain industry long enough to know what I am doing.
But firstly, there is absolutely zero reason for you to be rude by calling anything that has transpired arrogant. You don't know me, I don't know you, so please stay respectful. Very clearly I am not the only client who is having issues with your service, and if it took you hours, days and weeks to inform me that I made a mistake, then that's on
you. What kind of investigation takes this much time to discover a customer made a mistake on registration anyway?
I opened a ticket and then came to this forum
hours later, not 5 minutes as you so boldly claim, asking the community if this level of responsiveness is common with RegisterDomain.ca. If that is "arrogance" and "defamation" to you, then you have some thin skin, my friend, and you should probably stay away from forums in general. In the meantime, as of today, my support tickets are still unanswered, and that's a fact.
You also immediately went ahead and registered the concerned domains with another registrar within minutes. You have also forgotten to mention here even when it was brought up, that you received a full refund within less than 1 hour of your purchase.
No, I didn't immediately register the concerned domains. I
again waited hours and once I realized there may be a problem with your service (how would a customer know otherwise if he isn't communicated with?), which now I know there definitely is, I didn't want to wait longer to secure the names elsewhere. Other members here would have done exactly the same thing.
No, I didn't forget to mention that I received a refund. Of all people, you should be aware that it can take a few days for a refund to show up on a statement. But how would I know that if, again, I am not communicated with?
Finally, "you could have called" is a terrible response for any provider in the service industry. Unless phone support is the
only option available, I don't call. As a customer, I
chose to use your support system instead. You made the ticket system available, please have the ability to take care of it in an equally attentive way.
The only thing you seem to be proud of is having the audacity to "personally" advise your team to ignore a customer support request based on something you read somewhere and didn't like. If your "personal policy" is the one you govern your businesses with, I will happily move my domains elsewhere when rules allow me to do so and take my business elsewhere. You don't even need to give me a hint about doing so.
I personally advised our support team not to reply until we thoroughly investigate the matter. And then the arrogance started so I just advised to ignore it completely.
The problem, as I can tell now, is not that you personally make decisions who to service and who to ignore, as you acknowledged so publicly, but in the gross lack of communication. You were quick to see my post here, but not to respond to me via your own support desk. Should you have pointed out a mistake right away (which to this day I don't even know if there is one), there would not even have been a second support ticket, or my follow up posts about my frustration on DN. Should you have simply informed me that a refund was issued (I literally just checked since you brought it up, I see it on my CC, thank you), then I would have gladly followed up with my post confirming the same and that everything is ok,
much like I did here with one other experience. You see, if there actually was a mistake on registration that I made, I am man enough to have admitted that in a follow up post — it makes for an excellent learning experience for others. But no, you made a conscious choice to react the way you did, to keep a customer in the dark
on purpose, and that's
completely on you.
I am not going to be following up with any other response, as I lost any interest in you or any of the services you run. I am just going to wait until my domains can be moved, and then gladly be on my way.