I'm impressed that you can answer this post so quickly and in such
detail, yet fail to do such in the same way when submitting a support
request. Food for thought ...
1. I fail to understand why this comprehensive answer could not have
been give on the first support query now days ago. So in effect I've
had to wait days and submit publicly to get the right answer. The first
satisfying answer in over a week. Thank you for finally doing so.
2. Thank you for making my point even clearer. For each and every
contact you need a separate login and password. So every time you need
to change a contact detail of a contact, you need to login and password
differently for every owner detail change, per owner that is.
3. The fact that the contact data needs to be correct is undisputed
here, but the fact that it can't be done without different
login/passwords (gandi handles) is the problem. The answer is also
besides the point. Why do your forms need to be unintelligible? 1 form,
all contact details of all contact types in 1 form. I guess, why make it
easy when you can do it difficult?
4. More then 4 support requests, only 1 answered under 2 hours and 2
over 1 day, all with very unsatisfactory answers, except then for point
1 in this message, but that answer took a week to reach me.
I fail to see how your answer explains how your interface works, where
to do what to achieve easy contact management. All I see is a bumpy
road filled with stop and can't do that signs. Besides, the contact
data that I sent you by email is still not put in, so don't blame me
when you discover on my domain name there are contact data errors. You
received them.
From all the domain registrars that I've used on the different domain
names I manage since 1998, so far this is the least user friendly
experience. So far it is a pity that I dared to give you a try on 1
domain.
What makes you think that?
This is what your customer support answered. You may check the answer I
received on one of the support requests. By the way, there are more
then 4 requests and replies. There is only 1 that got answered under 2
hours. and one of them has taken you over 2 days to conclude. Perhaps
that's the one you forget?
On Jan, 12 2008 13:13 CET, Françoise Gandinette wrote:
Dear roamreview,
I take great attention to your message, as we usually have positive
comments about our services, especially about the support service.
I'll try to answer here each question about the service level, as you
wanted to discuss this on this forum. On another hand, I will
immediately answer your question that is still awaiting for an answer
on our email support (posted 1 day and 2 hours ago).
1. when you transfer a domain name to them, you can't define DNS
entries
before the domain move is complete. This means that your domain name
is
unavailable for some time between the transfer, the account at Gandi
allowing you to input the DNS and the availability of Gandi's DNS for
your domain to the world.
A domain name transfer does not change the NS list, this is a rule set
forth by most of the registries, to avoid any technical problem during
a transfer. This rule is the same for all the accredited registrars,
in
most of TLDs, this is *technically forbidden for registrars to change
the DNS* during a transfer process.
Consequently, if your servers were working fine before the transfer,
they are still working fine during, and after the transfer.
However, several customers have requested to use Gandi's NS before a
transfer process (including zone management). This is good idea, and
we
will implement this option in the future.
2. to enable a reseller account you have to have first at least one
domain at their place.
What makes you think that? *You can create a Gandi handle for free*,
without obligation to purchase anything. This is also thrue for a
reseller account, which is a Gandi handle.
This has always been possible on our interface, please feel free to
try:
https://www.gandi.net/login/new
I manage domain names for several companies.
None of them want anything to do with having to manage an account or
anything, but at Gandi, they do.
Our reseller system is precisely designed to *permit resellers to
manage
their customers' domain names for their customers*. So that the
registrant does not have to manage anything if he does not want to,
but
he still has the ownership of his domain names.
You can not have a different contact
or owner at Gandi unless that contact has a Gandi handle. A Gandi
handle is nothing else then an account. At Gandi, you have to have an
account for each and every client. You can not define a different
owner
of a domain from your reseller account, you have to create an
individual
account for each owner. Imagine how much time you'll need to log in
and
log out of different accounts to get anything changed!
Collecting the registrants and *contacts data is an obligation for all
registrars*. It is used mainly for the whois database, that is an
ICANN
and registries contractual requirement. At the registries level, each
person's data is associated to a handle. Thus we have to create
handles
dor each customer, for the whois requirements, even if these handles
are
not all used to manage domain names.
The fact that we create a Gandi handle with your customers' contact
data
should not be a problem, you/*they do not have to use them if you
manage
the domain names through your reseller account*.
3. their interface for contacts is unintelligible. You need a Gandi
handle for every different contact. A gandi handle is the same as a
gandi account, with its username and password. You have to squad
through several forms that don't really tell you what it does or
doesn't. I ended up having the wrong owner details on a domain by
following their forms, which according to their terms would mean the
account being deactivated!!
As per ICANN requirements, the registries requirements, and French
laws,
*we have to collect the contact data of each of our customers*.
If you want to register a domain name for someone else, you have to
tell
us the exact contact data of the registrant.
This data is particularly useful to manage legal cases: the registrant
has rights on the domain name, as owner of the domain, *we have to
know
who he is so that we can protect the ownership of his domain name*.
4. when you submit a ticket, it takes them at least a day to reply. I
now have an issue open for 2 days and I'm still waiting!
According to my data, we have received 4 emails from you.
2 of them were answered in 2 hours.
One was answered after 1 day.
We have received the last one 1 day and 2 hours ago, and we will
answer
it in a fews minutes.
I hope that this answer helps to understand how domain names work, and
how our interface works.
I am at your disposal should you need any further information.
Best regards,