Domain.com negative review #31462 by -anonymous- on Aug 2016


Domain.com got a negative review on
domain.com
Domain.com
5335 Gate Pkwy 2nd Floor
Jacksonville , FL FL 32256
US
☎ Phone (800) 403-3568
Customer review #31462
1/10
-anonymous- ( -hidden- )
Time Hosted over 3 years
Global rating
BE AWARE: Domain.com runs VERY SNEAKY BUSINESS. Simple example - I was extending my domains for another 4 years. Advertised prices did not match actual charges at the end.
I tried to get explanation, but they prefer to keep real prices hidden. All you see is "promotional prices".
Here we go:
Chat ID: xxxxxxxx
Initial Question: I am seeing a charge of 10.99 instead of 8.99 for domain privacy for the next year. Why is it sold as "8.99 per year" and later charged 10.99?
10:25:09 PM Deeksha C: Hi, my name is Deeksha, how are you today?
10:25:29 PM Ted: Hi, I'm not happy with the fact that one price is advertised and anther charged
10:26:27 PM Ted: Why my account is showing Domain privacy as 10.99 as opposed to 8.99?
10:27:57 PM Ted: Are you with me?
10:28:04 PM Deeksha C: Yes, I check for you.
10:28:12 PM Deeksha C: To protect your account from unauthorized changes, can you please verify for me the answer to the Security Question: What is your mother's maiden name?
10:28:39 PM Ted: ****
10:29:38 PM Deeksha C: Thank you for the authentication.
10:32:03 PM Ted: Are you there?
10:33:49 PM Deeksha C: In our platform when you first purchase Domain Privacy, we provide promotional offer for it and then from the next year it will be charged at the regular rate.. Promotional offer is intended as an incentive to allow new customers to experience our services for the first time, and is not meant to be a permanent price reduction. We feel that the value of our services offered at their normal price far surpasses other web hosts.
10:34:19 PM Ted: Can you open a ticket for me please?
10:35:15 PM Ted: I need to have a ticket number so that I can discuss you sneaky billing strategies in a documented matter.
10:36:39 PM Deeksha C: Yes, sure.
10:37:20 PM Deeksha C: Could you please hold for 2-3 minutes while I escalate your issue to billing specialists?
10:38:14 PM Deeksha C: I will give you the link to access the ticket within 2-3 minutes.
10:43:39 PM Ted: It's been 7 minutes. Do you need another 7 minutes?
10:45:31 PM Deeksha C: I am sorry for the wait time, please give 2 more minutes. I will get back to you.
10:48:45 PM Deeksha C: Thank you for holding.
10:48:46 PM Deeksha C: https://www1.domain.com/controlpanel/sconsole/view_ticket.bml
10:51:07 PM Deeksha C: You can update the ticket with the your query, billing specialists will get back to you within 24-48 hours.
10:53:09 PM Ted: Is it part of customer service training to take 3 minutes between question and answer or the idea is "if customer leaves the chat because he's tired if waiting for replies we get to keep $2 per year per domain"?
10:55:28 PM Deeksha C: In order to escalate or research on your issue, we do follow some procedures, this is the reason it takes time. We apologize for it, if it caused any inconvenience for you.


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Support Ticket #xxxxxxxx - Support Console
This view shows the events and messages exchanged in this support request. This request is closed. Click here to Make a New Request.

Tracking Number: xxxxxxxx

Subject: Domain Privacy

Expand All Collapse All
DateType
08/14/2016 10:48 PM EDTTicket Created
Comment:
Customer wish to discuss about the charge for the additional product 'Domain Privacy' with billing specialists.

08/14/2016 10:56 PM EDTTed contacted Domain.com
Subject:
Domain Privacy

Customer Quote:
I'm not happy with the fact that one price is advertised and another is charged

Why my account is showing Domain privacy as $10.99 as opposed to $8.99?
When adding Privacy to domain renewal the price is clear: $8.99 per year - I have screenshot. No indication of any other prices in the future.

Attachments:
Attachment(s) received.

08/15/2016 2:25 AM EDTDomain.com contacted Ted
Comment:
Hello Ted,

The promotional price for the Domain Privacy product is for $8.99/year which is valid only for the first year and it will be changed to the renewal price from the next year onwards. So, the renewal price of the Domain Privacy product is set as $10.99/year. We are in process to updating the Domain Privacy renewal prices in website.

Currently, your account has 3 Domain Privacy products which are enabled for the domains '1.com', '2.com', and '3.com'.

If you have any further questions, please update this ticket via Support Console or chat with us at https://www1.domain.com/chat/ .

Sincerely,

Veena B
Billing Specialist

08/16/2016 7:07 PM EDTTed contacted Domain.com
Subject:
Domain Privacy

Customer Quote:
Hi Veena,
imagine you are at a store and you see a bottle of milk, and it says $8.99 on it.
So you buy 3 of them and go to the checkout.
And they tell you it's $8.99 for the first bottle and $10.99 for other 2 bottles.

Your natural question is - WHERE DOES IT SAY SO?
The price is very clear: $8.99!

In North America it's called MISLEADING ADVERTISING, and companies get sued for that.

Are you getting my point?
Can you explain to me where it says $10.99 on the screenshot that I attached?
Do you think Domain.com's reputation is worth $2.00?

08/17/2016 2:45 AM EDTDomain.com contacted Ted
Comment:
Hello Ted,

Thank you for getting back to us.

I understand your concern. Price offer $8.99/year is the introductory price.

Introductory prices are similar to sample products, which companies give out so that customers can get a feel for the product. Once you use our services, you will agree that the quality of our services is much higher than the price we charge for it. In order to maintain the quality through efficient equipment and latest technologies, we would need to charge our customers with a price that will help our business sustain and grow in the web hosting industry. This will be a win-win situation for both of us.

Yes, the renewal price of $10.99/year is not updated in the website. We mentioned in our terms of service that the special offers are limited-time promotional prices that are available to new customers and are valid for the Initial Term only, and not for successive or renewal periods. You will be notified of your pricing for each successive period (or renewal period) prior to the start of such successive period (or renewal period).

You can check this at http://www1.domain.com/legal/legal_useragreement.bml under Billing and Payment.

If you have any further questions, please update this ticket via Support Console or chat with us at http://www1.domain.com/chat/ .

Sincerely,

Chithrashree P
Billing Specialist


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http://www1.domain.com/legal/legal_useragreement.bml
8. Billing and Payment.
a. User will pay to Domain.com the service fees for the Services in the manner set forth in the Registration Form.
b. Please note that special offers are limited-time promotional prices that are available to new customers and are valid for the Initial Term only, and not for successive or renewal periods. You will be notified of your pricing for EACH successive period (or renewal period) prior to the start of SUCH successive period (or renewal period). Your pricing for SUCH successive period (or renewal period) ALSO will be available through your control panel at the start of such successive period (or renewal period). Domain.com may increase the Service Fee and Product fees (i) in the manner permitted in the service description and (ii) at any time on or after expiration of the Initial Term by providing 30 days prior written notice thereof to User. Written notice may be in the form of (i) notices and updates in the User's Control Panel , (ii) Public Alerts issued by Domain.com, (iii) Notification of Successive Period Pricing ( or RENEWAL period pricing), or [(iv) posting of next scheduled rebill amount in User's Billing Central]. It is the User's sole responsibility to periodically review User's Billing Central information and all other methods of communications and notices sent or posted by Domain.com.
User may always check the User's Billing Central area to get an up-to-date statement of the current amount being billed to User for Services. It is the User's sole responsibility to periodically review users Billing Central information.

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