I am trying to transfer a customer’s web site over to my hosting service as painlessly as possible but have been thwarted by a MelbourneIT reseller!
When there is a change of hosting providers, the domain name records must be updated to ‘point’ the domain name to the new host. Updating domain name records is usually a simple matter of logging into the domain registrar’s web site with a password the registrar has provided.
The domain ‘whois’ check showed my client’s domain was registered through MelbourneIT. My client didn’t know her domain password so we had to arrange for this to be reissued. I printed out MelbourneIT’s registry key (password) retrieval form and sent it to the client, with instructions to sign and fax it to MelbourneIT.
Instead of the registry key, MelbourneIT responded with instructions to email their reseller who manages the domain.
After two days with no response from the reseller I phoned them. Apparently the form I went to all the trouble of preparing and explaining carefully to the client is not enough – the client also has to email the reseller to confirm what they want to do.
This frustrates me because I did all the running around in an effort to streamline the process, since my client doesn’t understand all this business about domains and registrars and servers. I’m afraid I had a bit of a go at the reseller, asking why the form signed by the client was not good enough.
The reseller got all shirty with me which wound me up even further. It took enormous restraint to remain civil with her. In the end I wished her a good day and hung up, steam coming out of my ears.
Just sat down and constructed a carefully worded email to my client with further instructions, then gave her a call explaining the situation. She doesn’t have internet access at home so it is a real pain having to do this extra step.
Rant over, I feel better now!