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"Unfortunately there is nothing we can do." - Tucows (OpenSRS)

Wed, 06/16/2010 - 19:03 — Dallas Vogels

There is a problem with the Tucows (OpenSRS) DNS system. The issue could be with the web-based interface, the business logic that drives the web interface, or possibly a critical failure in the system itself. Regardless of the source the technical support staff were unable and/or unwilling to take the necessary steps to resolve the issue at hand.

The DNS systems at Tucows (OpenSRS) failed leaving me with no recourse but to call Tucows (OpenSRS) and report a problem. I spoke to two people and was told numerous times that "Unfortunately there is nothing we can do". I had a terrible experience while dealing with Tucows (OpenSRS) technical support.

I was on the phone for over an hour. I stood my ground.

Tucows/OpenSRS technical support failed to address the problem and deal with it in a constructive manner. Instead of looking deeper into the issue the support staff chose to avoid dealing with the problem by taking a stance that could be best described as "oh well, too bad". At best I felt I was being ushered away and at the worst I felt I was being ridiculed.

At the end I provided proof. It took a dig lookup from a remote server in the USA to prove that the issue was real with the following command:

dig [domainname.com] @ns1.mdnsservice.com

I emailed the results to the Tucows (OpenSRS) technical support person and was finally told:

"I think there might be a problem here"

I am happy to provide anyone with the technical and HR details of the issue. I hope Tucows (OpenSRS) can get this cleared up and show a more positive approach to dealing with customers in the future.

UPDATE June 17, 2010: I received a phone call from Ben Blucier however I was in a meeting at the time. I left a voice message on Ben Blucier's voice mail and did not hear back from him.

UPDATE June 19, 2010: I received notice from Tucows on June 18th from Frank Lemire (Team Lead, OpenSRS Technical Support) that stated "We've engaged development again to find the problem with the DNS order that is not
allowing updates to it". On June 19th the DNS had been updated to fix the problem.

Comments

Thu, 06/17/2010 - 08:19 — Anonymous

Hey Dallas. I work for

Hey Dallas.

I work for Tucows.

Sounds like you've had a frustrating experience convincing us of a problem. I'm sorry if this is the case. Based on your post it sounds like you got our support team to acknowledge that something might be happening. You can share your details with me at blucier-at-opensrs-dot-com (don't forget to include your reseller id and domain name). I've also forwarded this link to my colleague in support to make sure we're all on the same page here.

Warm regards,
-Ben

Thu, 06/17/2010 - 08:28 — Dallas Vogels

re: Hey Dallas. I work for

Hello Ben,

Thanks for your quick response to my tweet. I will forward you the necessary information and I look forward to getting this unfortunate situation rectified.