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My experience with Registrar has been 4/5 okay and 1/5 horrible so far. I transferred five domains from Namecheap, and four of them went through within an hour

My experience with Registrar has been 4/5 okay and 1/5 horrible so far. I transferred five domains from Namecheap, and four of them went through within an hour. The fifth was in a pending status. I was charged a one year renewal for each domain as part of the transfer process. The fifth domain hadn't transferred after a few days so I filed a support ticket. They told me it could take up to 15 days. After roughly 30 days, I was billed _again_ for a one year renewal of that domain which is still on Namecheap (unlocked), and still pending transfer. Registrar has now charged me $90 (.io domain is $45/year) for a domain _which they do not control_, and this has obviously not been reflected in the domain expiration date. I contacted support again and they issued me a $45 refund, but the domain is still not transferred... not sure what to do at this point. (ticket #1657921 if anyone from CF is reading this)

samatcloudflare 8y ago
Sorry about the billing issue; that's really frustrating. We've been working on a migration of our billing systems, but that has led to some cases of double charges which are unacceptable. Working to make that right now and glad the refund was successful. I'm looking at your ticket now; will make sure this gets solved today.
- brobinson 8y ago
  Thanks. I will follow up with you on the ticket itself.
jamestanderson 8y ago
Same exact billing issue happened to me, except my domains had transferred successfully. I paid the renewal fee and was later charged again.
awill 8y ago
This is precisely my fear. Cloudflare is using price as a selling point. For people with just a few domains, price isn't important. I have 5 domains with hover.com. I'm happy to pay a couple of bucks extra per year to know that there's real support. I can call and get an answer in 10 seconds. Granted, I've never needed to call support, but losing my domain would be a huge disaster with no website, no email, and cost me hours of time. I see no reason to risk anything to save $5 a year
- SnowingXIV 8y ago
  Every time I've thought about moving away from Namecheap to something else I've remembered those once in a blue moon times I've actually needed to reach out to support for mission critical type of events. The support I've received has been absolutely stellar. Above and beyond what I would have expected to be their scope of service. I don't know any other providers I hold as highly in support, especially anything coming from a tech company. My main gripe is that I wish they would include free SSL and they give their UI some love but that's minor as I only access it on certain occasions.
  - brobinson 8y ago
    I dislike Namecheap for a few reasons. They don't let you log in with a _valid_ username and password if you are using a VPN. Their UI is pretty bad, too. If you have an adblocker, you don't see "Submit" buttons on a lot of forms (editing WHOIS information, etc.)... lots of small annoyances with their service.
    - naaaaak 8y ago
      This is the opposite of my experience with a VPN and uBlock (both work, no issues). Agreed on the UI.
    - h1d 8y ago
      Submit button problem sounds solvable if people keep bugging the support. It's 1 day job, probably button image or form URL includes 'ad' or something.
    - albertvila 8y ago
      I have a few domains with them and I totally agree that the UI needs some love.
- jermaustin1 8y ago
  I've been a customer of hover for a couple of years now. I've transferred as many of my GoDaddy domains to it as I could without affecting any running services (email mostly). And now I have 35 domains on hover. I'm happy to pay the increased price just because the UI doesn't change.
tbirdz 8y ago
I don't mean to dogpile on CF here, but that same thing happened to me. I got my refund, but it put me off transferring my domain to them. Luckily it was a .net domain, so it was only ~$8x2 not $45x2 as in your case.
- samatcloudflare 8y ago
  I'd still understand being frustrated with $8. We're asking you to trust us with your domain's registration and that starts with handling the charges for it in the right way. We're going to fix that.
OrgNet 8y ago
why would you still want to switch to them at this point?

samatcloudflare 8y ago

Sorry about the billing issue; that's really frustrating. We've been working on a migration of our billing systems, but that has led to some cases of double charges which are unacceptable. Working to make that right now and glad the refund was successful. I'm looking at your ticket now; will make sure this gets solved today.

brobinson 8y ago
Thanks. I will follow up with you on the ticket itself.

jamestanderson 8y ago

Same exact billing issue happened to me, except my domains had transferred successfully. I paid the renewal fee and was later charged again.

awill 8y ago

This is precisely my fear. Cloudflare is using price as a selling point. For people with just a few domains, price isn't important. I have 5 domains with hover.com. I'm happy to pay a couple of bucks extra per year to know that there's real support. I can call and get an answer in 10 seconds. Granted, I've never needed to call support, but losing my domain would be a huge disaster with no website, no email, and cost me hours of time. I see no reason to risk anything to save $5 a year

SnowingXIV 8y ago
Every time I've thought about moving away from Namecheap to something else I've remembered those once in a blue moon times I've actually needed to reach out to support for mission critical type of events. The support I've received has been absolutely stellar. Above and beyond what I would have expected to be their scope of service. I don't know any other providers I hold as highly in support, especially anything coming from a tech company. My main gripe is that I wish they would include free SSL and they give their UI some love but that's minor as I only access it on certain occasions.
- brobinson 8y ago
  I dislike Namecheap for a few reasons. They don't let you log in with a _valid_ username and password if you are using a VPN. Their UI is pretty bad, too. If you have an adblocker, you don't see "Submit" buttons on a lot of forms (editing WHOIS information, etc.)... lots of small annoyances with their service.
  - naaaaak 8y ago
    This is the opposite of my experience with a VPN and uBlock (both work, no issues). Agreed on the UI.
  - h1d 8y ago
    Submit button problem sounds solvable if people keep bugging the support. It's 1 day job, probably button image or form URL includes 'ad' or something.
  - albertvila 8y ago
    I have a few domains with them and I totally agree that the UI needs some love.
jermaustin1 8y ago
I've been a customer of hover for a couple of years now. I've transferred as many of my GoDaddy domains to it as I could without affecting any running services (email mostly). And now I have 35 domains on hover. I'm happy to pay the increased price just because the UI doesn't change.

tbirdz 8y ago

I don't mean to dogpile on CF here, but that same thing happened to me. I got my refund, but it put me off transferring my domain to them. Luckily it was a .net domain, so it was only ~$8x2 not $45x2 as in your case.

samatcloudflare 8y ago
I'd still understand being frustrated with $8. We're asking you to trust us with your domain's registration and that starts with handling the charges for it in the right way. We're going to fix that.

OrgNet 8y ago

why would you still want to switch to them at this point?