Gandi.net Groups

Hello!

I don't know what to say!

I've been begging and asking and sending Ryan many times this week...no
response!

I sent another support ticket yesterday morning Mon Nov 05, 2007 ..
<Ref965612> .. and nothing.

Even if it is an "urgent" request...

I am really disappointed to the level GANDI is now doing its business
on.

In the past..GANDI was a non-profit org, with dedicated and serious
support.

Now, it became an enterprise, with a support that left urgent issues for
days.

We like your company, and we would like to see it as it always was..a
serious and caring organization.

Mohamed

Here to share

On Nov, 6 2007 10:14 CET, Mohamed wrote:

Hello!

I don't know what to say!

I've been begging and asking and sending Ryan many times this
week...no
response!

I sent another support ticket yesterday morning Mon Nov 05, 2007 ..
<Ref965612> .. and nothing.

Even if it is an "urgent" request...

I am really disappointed to the level GANDI is now doing its business
on.

In the past..GANDI was a non-profit org, with dedicated and serious
support.

Now, it became an enterprise, with a support that left urgent issues
for
days.

We like your company, and we would like to see it as it always was..a
serious and caring organization.

Mohamed

Hello Mohamed,

I'm shocked you would write that, given the large number of e-mails we
have exchanged, and our multiple exchanges here in the forum:
http://groups.gandi.net/topic/gandi.en.dom... and even your own
observation: http://groups.gandi.net/post/gandi.en.doma...

This being said, the e-mail in question that you are referring to had a
slower response time than your other e-mails because of the way it was
sent (a forward to a reply I sent you to another question).

To receive a reply from support within several hours, please use our
online support form. This is especially true for new cases. 

This being said, I have e-mailed the reply to your question. In short,
as you know, your domain is neither using Gandi's DNS, nor our mail
service. Consequently, you need to speak with your webhost concerning
your e-mail problem, as it does not use our services.

Best regards,

Ryan
http://www.gandi.net/

Dear Ryan,
Well..
I didn't read your response here 
http://groups.gandi.net/topic/gandi.en.dom...
That might be because I want a faster reply than forums.
It's my fault then :)

Though... I didn't receive an accurate answer regarding using the
passport/National ID number for Identity verification in case, if there
is no "registration number" for IT freelancers in a given legal system.

The domain I put in the support form is merely to make the form work! I
have no issue with this domain, though I am the administrator of it.

Your support form's checkbox is not working, and still asks for a domain
to be typed!

I replied to your email, and still waiting your final response with a
yes or no.

I am sure you understand my urgent situation as I need a reseller
account to be ready by tomorrow!

Thank you for doing your best to help us meet our urgent obligations in
this business.

Mohamed

Here to share

Hello,

Since you have brought this discussion to the open forum, I will reply
here as well (though I have also replied to your new e-mail.

No fewer than four times in our exchanges over the past week I have
explained to you that a reseller must be a registered company or
organization that has a company registration number. I have stated this
at least once in this forum as well in reply to you:

http://groups.gandi.net/post/gandi.en.doma...

Notably, 'The reseller account is exclusively designed for legal
entities that are
registered (companies, organizations, etc.) who either manage a large
number of domains, or who resell them to their customers. As such ,
there is an obligatory 'organization' name, and a place to enter the
registration/VAT number.'

Your passport number will not work, nor your national ID number. What is
required, however is the company's registration number. If you do not
have such a number, and if you are not a registered company, then you
cannot have a reseller account.  

I understand from what you say that this is not applicable to your
situation in Egypt, though Gandi operates under French law.

Thank you for your understanding.

Best regards,

Ryan
http://www.gandi.net/

Dear Ryan,
Thank you.
I didn't bring my question here but only after a whole day passed with
no answer, and few days passed too without answer to my older ticket,
while I have a domain expiring in days and wanted this "clear" answer
of "no" first place.

No problem then. I wished you have more flexible reseller program that
fits most of us in this business.

Don't be disappointed by my rushing and comments on your response time
frame .. this has nothing to do with my respect to a leading
organization in our sophisticated  industry like your organization.
Delays and mistakes are there everywhere a human is there, GANDI is no
exception.

I may write a three-year review of your outstanding service here soon..
just to give my positive testimonial to newcomers, and to encourage you
to be always leading.

Mohamed

Here to share

Unfortunately, it is quite common for Gandi not to respond for days.
I've been trying to get our child company domain operational since 2
months ago, but I'm still having problems and Gandi support is
completely useless. Usually it takes them about 3-4 days to respond,
and when they respond I have a strong feeling that they either didn't
read my message at all or have no clue what we are discussing.

Now I'm still waiting for Gandi to respond, despite my request clearly
said it was urgent. It's been 2 days already, and my domain doesn't
work because of Gandi's fault. They don't seem to care though.