http://www.gandibar.net/post/2009/03/13/Customer-satisfaction-at-Gandi#comments

Thx for discussion Eugene. Wendy

My main point: there’s no way to get in touch with Gandi if there’s an urgent situation.

I am ok with Godaddy trying to sell me something else (which is not too obtrusive so far) in return for a 24/7 telephone number and a smaller fee (it’s not too much but why should I pay more if I don’t get more?).

Eugene

I’ve now got the full details of the case that you are referring to. It seems that you registered 13 domains relating to password recovery for major online providers, e.g.

hotmail-password-recovery.com
myspace-password-recovery.com
etc.

Our team monitors registrations like these as they often related to phishing or spamming activity, which we at Gandi do not support or tolerate. We therefore took action and suspended the domains and the account.

The reason we suspended the whole account was that more often that not these types of registrations are done by professional fraudsters or spammers, and the whole account needs to be terminated.

If in your case if you had registered these domains without realising the consequences of the trademark and security infringements, I will take your word for that and assume it was innocent, but you must surely recognise that this looks very dodgy and understand we have an obligation to protect other people’s trademarks and support internet security.

In any case we received a mail from you on Wed, 13 Aug 2008 00:04:18 asking why we suspended your domains, and at Wed, 13 Aug 2008 10:03:59 (10 hours later) we replied to you to inform you your mail domain was reactivated.

I apologise for the inconvenience this caused you, but in registering these domains that clearly violate our T&Cs and trademark law, you must understand that you put your account at risk. I’m glad we were able to get you back online with your main domain, and wish you all the best for the future whether it is with Gandi or not.

Thanks,

Wendy

I appreciate you’ve been upfront that you bought a set of domains which infringed on other company trademarks which is why (from what you have said) our support team will have suspended your domain names.

However, if your main business domain name was not involved in your trademark infringements and we disabled it inappropriately, then I can only apologise as I would also be extremely annoyed in the same situation.

I will check out the full case history with our support team and come back to you with a more detailed response.

With regards to customer support response times, we do provide a 24hr email response service which I believe is what you experienced. With regards to comparing our service with Go-Daddy, take a look at a blog article by another customer who has experienced both services, this provides you with an alternative view:

http://www.miconian.com/2007/04/why-i-deliberately-overpaid-for-my.html

Essentially they can provide a telephone service but the costs are recovered by constantly selling other services to you including sales calls.

Get back to you soon.

Wendy