What's Up at Pool?

Mike the man writes:

""Frank

I spent about $500K at Snapnames last year and almost nothing at pool. Why? Because the customer service at Pool sucks. When I can't get the login for a domain, Pool drags their feet helping me out.

Their attitude is "its your domain and its your problem"

Recently when I couldn't get the login for a domain they responded by saying they sympathize with me. That is nice but not very helpful.

I have had so many problems with their partner registrars that I have sworn them off compleetely. Problems like no function for password recovery or auth code retrieval etc.

I have even lost a domain because I was not able to retrieve an auth code within a year. It was a dot org.

What do you think about Pool frank? Why don't they get on the ball.

***FS*** There is a lack of quality expiring domain inventory, partly because registrants are getting savvier as to the value of the Monet in their attic (their unused generic domain) and partly because former retail registrars are holding names back.. So Pool.com can't get as much good inventory to auction. They have had reorganizations as key staff moved to competing outfits (Taryn Naidu went to Demand Media) and the people who are there now, either can't (don't know how) or won't (not permitted by management, don't want to) assist you.. I would call Ben Levac over there ..he was always helpful with outbounds for us.  It could just be that you haven't found the right person.  Also, stop emailing and start phoning. Tel. 613-225-2000  ...  I have always been a phone guy..  The phone makes things happen, emails are easier to loose and ignore.

My view is: "The sale completes when the name transfers to your registrar of choice."  You didn't pay $10,000 to buy a name to let expire through negligence on the part of the registrar (which pool.com often controls)...  you paid $10,000 because you are planning on amortizing your purchase over many many years. The auction houses that survive long term will agree with this philosophy.

Pool wrirtes:

""Hi Frank,

I was a little surprised at the latest posting about Pool.com on your website.  While I don’t know the details of the customer situation I am surprised at the comments.  Partly because the “buck stops here on my desk” and I don’t think I have heard anything about this situation,   You could do us a favour by suggesting that anybody that has a concern that is not being addressed contact me (the CEO of Pool) at richard@pool.com.  I would be happy and indeed encourage people to contact me particularly since the corporate memory still has Taryn in it.

There have been a lot of changes at Pool and I would hope these kinds of issues are from the past,  I know I responded to one recently that was dated 2005.

Thanks for your help.

Richard""

Comments

[Bonnie Tunick]

Hello Frank,
I have a portfolio of more than 2,600 domain names for sale. Would you like me to send you my list for possible purchase?
Thank you.
Bonnie