I agree, and would also add that I really don't want to have to spend my time (and the time of OpenSRS support) to do the extra administrative work for a lost customer. At that point I (we) have already failed, and it is not my style to try to "sell" them back into the fold. "If you love them, let them go..."
----- Original Message ----- From: "Robert L Mathews" <[EMAIL PROTECTED]> To: <[EMAIL PROTECTED]> Sent: Tuesday, October 23, 2001 2:28 AM Subject: Re: are opensrs domains non-transferable after expiration date? > At 10/22/01 8:27 PM, Charles Daminato wrote: > > >We will remove a domain from hold in order for the domain to be transfered > >away from us - we're not into holding domains hostage. > > Can we remove the on-hold behavior entirely? There's no reason for it > unless we're trying to be like NSI. > > The way customers find out about the lock is by attempting a transfer > while it's locked, and their first attempt fails. That is a form of > holding domains hostage (it's human nature not to want to write to a > company you're ceasing doing business with to ask them to, in effect, do > you a favor and let you cancel; people forced to do so become > irrationally angry). > > Also, I had a customer who told me the day before expiration that he was > going to renew a domain somewhere else. I wrote to OpenSRS support to ask > that the lock not be put on, but I was told that they could only remove > the lock after the domain actually expired (which was still six hours in > the future), and that I'd have to write back the next day. I did, but > then of course it took 24 hours for support to respond to my message. So > there is a 24 hour period where a customer's transfer attempt will always > be rejected no matter how hard I try, leading to unhappy (ex-)customers. > > I can think of no legitimate reason for the lock. I believe the theory > was that a customer would attempt a transfer, get rejected due to the > lock, and write to the reseller, who could then perhaps talk the customer > into staying. Whoever thought of that apparently doesn't deal with > customers much: the first message from the customer in that situation > usually takes the form of "What the f*** are you doing blocking my > transfer, you stupid > a*******". From there, it's hard to get them back onto the subject of > giving you money. > > If the customer is far enough gone that he's already signed up with > another registrar and the transfer is in process, no amount of sweet talk > is going to help. Let them go, without making me do more work and > potentially angering someone. > > -- > Robert L Mathews, Tiger Technologies > > Put an animated US flag on your Windows desktop: http://deskflag.com/
