CONTACTS
SUBJECTS
Welchco.com Internet Domain Name Register Extend from 130318 Paid $1
3103 -
3103 - ..
3104 - Summary/Objective
3105 -
310501 - Follow up ref SDS 3 0000, ref SDS 2 0000.
310502 -
310503 -
310504 -
310505 -
310507 - ..
3106 -
3107 -
3108 - Background
3109 -
310901 - On 080319 purchased domain name for 5 years. ref SDS 1 8D5I
310902 -
310903 - On 101008 purchased additional support for welchco.com. ref SDS 2 TG6P
310905 - ..
310906 - On 120825 Network Solutions notified domain renewal due on 130315.
310907 - ref SDS 3 RI8K
310909 - ..
310910 - On 130114 received another notice from Network Solutions to renew
310911 - registration for welchco.com domain name. ref SDS 4 TG8O
310913 - ..
310914 - On 130304 called Network Solutions and talked to Sarah ref SDS 7 J54J;
310915 - Network Solutions offered to register welchco.com domain name another
310916 - 5 years in the amount of $100. ref SDS 7 YU6F Sarah planned to call
310917 - on 130306 to complete the transaction. ref SDS 7 UZ4H
310918 -
310920 - ..
3110 -
3111 -
3112 - Progress
3113 -
311301 - Found telephone number for Network Solutions in their letter received
311302 - on 130114 1540. ref SDS 4 2Z5M
311303 -
311304 - 866 791 9411
311306 - ..
311307 - Talked to Sarah.
311309 - ..
311310 - Sarah reported good news. Network Solutions pricing has been reduced
311311 - greatly to just #20 per year for extending domain name registration.
311313 - ..
311314 - She said the $113 charge to renew domain name registration for 3 years
311315 - was correct using Network Solutions Automatic Renewal system, but
311316 - renewing by calling Network Solutions is 50% less.
311318 - ..
311319 - The account was suspended because automatic renewal charge was
311320 - rejected by the bank, reported on 130131 1335, ref SDS 6 KX4G, due to
311321 - no authorization, reported on 130128 0231. ref SDS 5 PQ4L
311323 - ..
311324 - Sarah said Network Solutions will immediately re-submit erroneous
311325 - charge of $113 to the bank for extending welchco.com domain name
311326 - registration for 3 years to 2016, as reported on 130128 0231.
311327 - ref SDS 5 MM6Q She advised that Network Solutions has already sent
311328 - that money to "somebody" and needs to get it back from the customer in
311329 - order to resolve the erroneous suspension.
311331 - ..
311332 - [On 130307 1605 Sarah at Network Solutions did not call
311333 - back; called and talked to Andrew - he will send an email
311334 - to Sarah asking her to complete Network Solutions' work
311335 - plan for extending welchco.com domain name registration
311336 - another 5 years set out in Network Solution's Service
311337 - Request 1-655448569, as prepared by Sarah. ref SDS 9 YR39
311339 - ..
311340 - Sarah will also immediatley remove the existing suspension on
311341 - welchco.com.
311343 - ..
311344 - Sarah will file a 15 day extension so that the domain will remain
311345 - active. She explained this is needed in case Network Solutions
311346 - computer management system gets mixed up again and makes another
311347 - mistake.
311349 - ..
311350 - Sarah will next file a refund of $54 to customer's Wells Fargo bank
311351 - account to align charge for 3 year registration extension with reduced
311352 - pricing, per above. ref SDS 0 J54J
311354 - ..
311355 - This will result in charging for 3 years at $59, thus...
311356 -
311357 - 113 - 54 = 59
311359 - ..
311360 - Sarah took credit card number and safety code to re-submit payment of
311361 - $113 to Network Solutions through Wells Fargo bank.
311363 - ..
311364 - Sarah said the new reduced price to renew domain name registration on
311365 - the welchco.com account for 5 years with privacy protection will be a
311366 - total cost of...
311367 -
311368 - $99.95
311370 - ..
311371 - Post expense ledger...
311375 - ..
311376 - After Network Solutions processes payment and refund, the customer
311377 - will then owe $40.95 to bring total payment to Network Solutions of
311378 - $99.95 that extends registration for Welchco.com domain name another 5
311379 - years, and in alignment with new pricing initially cited today by
311380 - Sarah, per above. ref SDS 0 J54J
311382 - ..
311383 - Automatic renewal will not be activated again, and in order to align
311384 - with the record of the customer never having approved automatic
311385 - renewal payments to Network Solutions, per above.
311387 - ..
311388 - Sarah said this call and transaction to extend domain name
311389 - registration will be tracked at Network Solutions under...
311390 -
311391 - Service Request.................... 1-655448569
311393 - ..
311394 - Sarah said she will call back in 2 days on Wednesday 130306 to
311395 - complete the transaction of payment $40.95, per above, ref SDS 0 DJ7F,
311396 - extending registraion of welchco.com for 5 years. At that time the
311397 - customer will authorize additional payment up to
311399 - ..
311400 - Asked Sarah to conclude the transaction today by issuing a credit of
311401 - $13 to the customer as the difference between the amount of $113 which
311402 - Sarah says proposes the customer pay today, and the amount of $100,
311403 - which Sarah says Network Solutions charges extend domain name
311404 - registration another 5 years, as she explained today, per above?
311406 - ..
311407 - Sarah said the case is too complicated for the customer to pay the
311408 - exact amount owed today. She has to perform several internal
311409 - transactions by first restoring payment of $113 erroneously charged by
311410 - Network Solutions, then issue a credit of $54 to correct erroneous
311411 - charge, then after those transactions have been completed by the bank
311412 - and posted to Network Solutions computer, Sarah said she will then
311413 - call the customer on Wednesday, 130306, to do a third transaction
311414 - charging the customer $41 making total net payment to Network
311415 - Solutions of $99.95, or words to that effect.
311417 - ..
311418 - [On 130307 1605 Sarah at Network Solutions did not call
311419 - back; called and talked to Andrew - he will send an email
311420 - to Sarah asking her to complete Network Solutions' work
311421 - plan for extending welchco.com domain name registration
311422 - another 5 years set out in Network Solution's Service
311423 - Request 1-655448569, as prepared by Sarah. ref SDS 9 YR39
311425 - ..
311426 - Asked Sarah to send a letter confirming work plan on concluding this
311427 - transaction for Service Request 1-655448569 with net payment owed to
311428 - Network Solutions of $99.95 extending welchco.com domain name
311429 - registratoin 5 years, so that customer's records align with her notes
311430 - for Network Solutions.
311431 -
311432 - [On 130306 1537 received letter from Sarah referencing the
311433 - call today, but not presenting written explanation of
311434 - Network Solution's work plan nor showing progress
311435 - completing this transaction to renew domain name
311436 - registration 5 years. ref SDS 8 365G
311438 - ..
311439 - Sarah said her boss won't permit customer sales agents to send
311440 - correspondence confirming transaction commitments to customers. She
311441 - said she has carefully documented the work plan for extending
311442 - registration of welchco.com domain name for 5 years at a total cost of
311443 - $99.95, per above. ref SDS 0 YU6F She has set out in the record
311444 - documenting all understandings in this call, and she will call back on
311445 - Wednesday to complete the transation.
311447 - ..
311448 - Asked if I can get a copy of the notes to verify Network Solutions and
311449 - customer understandings are aligned?
311451 - ..
311452 - Sarah said not to worry she will personally take care of this.
311454 - ..
311455 - Asked if the customer can send a copy of the record to Network
311456 - Solutions verifying common understandings for completing this
311457 - transaction, including that registration of welchco domain name will
311458 - be extended for 5 years at total cost of $99.95, and that there is no
311459 - basis for suspending registration that is scheduled to expire on
311460 - 130313, but has now been extended until 180313?
311462 - ..
311463 - Sarah said Network Solutions will not accept any written
311464 - communications of any kind, including email, from customrs that notify
311465 - understaings from telephone calls discussing account transactions.
311467 - ..
311468 - Sarah said she knows the customer is concerned about errors and
311469 - misunderstandings from this complex transaction, because there was a
311470 - mistake charging the customer without authorization for automatic
311471 - renewal shown in Network Solution's letter on 130128 0231. ref SDS 5
311472 - KX4G She is therefore personally committed to resolve this
311473 - transaction satisfactorily by calling back on Wednesday 130306.
311475 - ..
311476 - Objected to Network Solution's business practice of failing to accept
311477 - nor submit documentation showing alignment in discussions, and on
311478 - matters which involve a looming critical date in this case 130313 when
311479 - customers 30,000 records on the Internet are at risk of becoming in
311480 - accessable due to further errors that delay domain name registration.
311482 - ..
311483 - Sarah said this the best she can do, and said again she will call on
311484 - Wednesday, 130306, to complete the transaction.
311485 -
311486 - [On 130307 1605 Sarah at Network Solutions did not call
311487 - back; so called and talked to Andrew - he will send an
311488 - email to Sarah asking her to complete Network Solutions'
311489 - work plan for extending welchco.com domain name
311490 - registration another 5 years set out in Network Solution's
311491 - Service Request 1-655448569, as prepared by Sarah.
311492 - ref SDS 9 YR39
311493 -
311494 -
311495 -
311496 -
311497 -
311498 -
311499 -
311500 -
311501 -
3116 -