Try and explain to me how is it, that a hosting company here in South Africa takes 4 days to send(actually just a reply to a domain update request) an email? In today’s world, business is determined on how good your service and support is. Competition is fierce, so in order for a company to have a competitive advantage, they got to excel in all areas of there business. That includes support.

Update request no.4

In order for a co.za domain to be updated, you have to send through a ticket(email) that has all the neccasary information that you want updated. Then accept/deny emails are sent out to all the “guardian” email addresses to allow the update. As long as 1 “accept” is received within 24 hours, the domain will be updated. Not difficult hey?

Not so in this hosting company’s case. To cut a long story short, we got all the necessary permission from the person that actually registered the domain, so that the hosting company would allow the update. That we found out after ticket no.1. That’s fair, so after ticket no.1 expired, I sent off ticket no.2. I then phoned support, and after they scratched around for a couple of minutes trying to find the necessary emails, the support guy said he doesnt have the permission to update the domain, but he will forward it to their “DNS Admin” who will verify it and do the update. - I put DNS Admin in quotes because this person seems to be non-existent. I’ve asked to speak to ‘her”, but she doesn’t seem to ever be at her desk, or in the office, or return emails. So I’m guessing “DNS Admin” is just an email address in the company.

Ticket no.2 and no.3 have also expired, and this after a couple more phone calls to support, who tell me “I see the ticket, and I will forward it on to our DNS Admin who will do the authorization”. Whatever.

So ticket no.4 is going to expire around about 4pm today, and Im betting it will come back - “Update declined. No votes received.”

Update: I was wrong, ticket no.4 was accepted. Not bad, 5 day turnaround time…