They did not take responsibility of domain renewal

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MISI's review of CWCS www.cwcs.co.uk

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“They did not take responsibility of domain renewal ”

Written on: 22/01/2014 by MISI (1 review written)

Could you imagine a hosting company does not renew a domain even though auto renew was on? if they cant make a simple task like this, could you imagine to be responsible for hosting? I purchased the company, they transferred the domain-- but they transferred (as they say) a cancelled domain (cancelled as far as their system thought) to me.- so unprofessional. They "believe" the domain was cancelled on their system prior to me purchasing the company..pretty ridiculous! TO HAVE AUTO RENEW ON AND CANCELLATION? TO SETUP A NEW ACCOUNT WITH A CANCELLED DOMAIN? CANCELLED DOMAIN OPERATING FOR 9 MONTHS? what type of system do they have that does not send flags. Certainly not enough protection built in to save me. Auto renew was on so I trusted that they would renew it. They did not..it expired SO 30 days AFTER THAT, my website went down and i could not even get the emails from my customers.. They even invoiced me for domain management even though there was no domain. Do they not have triggers in their system or flags? BE CAREFUL WITH THIS COMPANY...IF YOU RELY ON YOUR DOMAIN..THEY MAY NOT RENEW IT WHEN IT IS DUE AND THEY WILL COME UP WITH EXCUSES AND NOT EVEN OWN THE PROBLEM. it took me over an hour to convince the emergency support desk to do something..that my site was down but because it was domain related...they did not feel this was something they could handle over the weekend. This company is unprofessional and a total mess. i dont even know how they could be in business if a simple task can get so messed up.

Peter-At-Cwcs's Response to MISI's Review

Written on: 22/01/2014

On behalf of CWCS Managed Hosting we are sorry that you’ve had this issue and we can understand how upset you must feel.

The domain was cancelled when registered to the previous owner prior to a change of ownership in March 2013. The cancelled status was then migrated across with the details of the account.

If a domain is set as cancelled, our system will not auto renew it (if it did, we would be sending auto renews to customers who had cancelled their domains!). To renew a cancelled domain just needs a call or email to us.

We have confirmed with the domain registrar that they sent you at least two reminders prior to your domain being cancelled.

We would have been more than happy to advise on or help with the renewal process if you were not sure what to do about these reminders. This too would have prevented domain cancellation.

As soon as we were made aware of the situation - when you contacted our Technical Support service on Saturday, 18th January 2014 - we were able to rectify everything within 65 minutes.

We did not invoice, charge you or take payment regarding this domain renewal. And as a show of goodwill we have renewed your domains free of charge until December 2017. We have also offered you free hosting.

We hope that this has not affected your business too much and we’d be happy to chat to you further if you have any unresolved questions.

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