Reasons why people leave Network Solutions

The technical support is on life support and non-responsive

As reported in Hackers access Network Solutions mail accounts, the mail server at Network Solutions is set up to allow re-directs. Some hacker has figured that out. They are relaying emails using made up account names.

Faced with a customer request, most companies try to find a way to make it happen. At Network Solutions they want more forms filled out.

Network Solutions’ response to this obvious  “security alert – high risk” is to ask me to fill out forms. I don’t mind doing that except that’s how I reported the hack in the first place.

Being a ‘boy-scout’, I ventured back into their labyrinth system only to find their instructions impossible to execute.

The company is a combination of poorly trained support desk people and bureaucratic procedures. If the place was burning down, no doubt they would have to fill out the proper form to tell the staff to leave.

Here is their request

The problem is you can’t get to step 3 if you have no mailbox. Since there system was hacked I deleted the mailbox.
Another friendly but useless email will follow this one.

“We apologize for any inconvenience. With regard to your concern, please submit a pre-authenticated “E-Mail Help Ticket” to us and provide a detailed information of your concern so that we can go ahead and forward it to the proper department who will be taking care of the issue. You need to log into the Account Manager for the request to be authenticated. To submit a Help Ticket, please follow the instructions below:

1.    Log into the Account Manager using your User ID and password.

2.    Click “nsMail” on the left view pane. If you have more than one E-mailbox, click on the one in concern.

3.    On the E-mailbox Details page, click “Open a Help Ticket”.

4.    Fill up the form and please provide the details of your concern.

–          Please provide all the requested information.

–          Please indicate the e-mailbox(es) affected.

–          Please indicate the error message.

–          Please indicate if you are using Web mail or Mail Client.

–          Please indicate the browser you are using.

–          Please indicate your IP address, you may go to www.whatismyip.com.

–          Please indicate your Internet Service Provider.

–          Any Service Request Number(s) you may have received.

5.    Click “Submit your Question”.

The more complete information you provide, the more likely it is we’ll be able to answer it on the first try. You’ll receive an e-mail with a tracking number for your question shortly. One of our Customer Service Professionals will personally respond to your e-mail within 24 hours.

We hope this information has been helpful. However, if you have any additional questions, please do not hesitate to contact our Customer Service Department.”