A client is losing business, nothing is being done - what now?
On the 30th May (AEST) I submitted a complaint via ICANN's website about the registra:-
INNERWISE, INC. D/B/A ITSYOURDOMAIN.COM
Regarding the domain name ajaymusic.com and this complaint is quoted below.
It is now 4 days on and we have heard nothing. Nothing from the registra nor ICANN.
The initia request - to change the primary and secondary DNS - has not been done.
This would solve our client's immediate financial concerns as it would enable his website to function.
Our client is losing money, credibility, reputation, etc. with an increase in stress, worry, concerns, etc.
Nothing has been heard from either the registra or ICANN.
Our client paid his money for a domain name which is still current.
He (and by his authority us) has no access to it and consequently cannot make it function.
What is being done to have this resolved? The situation and timeline for this is DIRE.
I did not use the word URGENTLY in my complaint lightly.
It is now 4 weeks since we first contacted the domain registra.
This was registered by a person named Ryan from omniearn.com (who we assume was a reseller for the above registra and was an Australian business) on behalf of
Ajaymusic (registered according to Australia law with registration number BN9795297)
Owner: Jason Bawden
Address can be supplied if necessary
ajaymusic's site was also hosted with omniearn.
We acquired the hosting for ajaymusic.com around 23rd July, 2005. Ryan proved to be difficult to contact and it took approx two weeks for DNS changes. We also tried to transfer the domain over to our registra but there was no response from Omniearn to either unlock the domain or allow the transfer to proceed.
We have recently transferred to new nameservers.
Now we have found out that Omniearn have gone out of business and consequently we are unable to access the control panel at omniarm for which we have passwords to change the DNS.
We contacted the afore mentioned registra who sent back to us a FAQ that had no relevence to the issues raised by our correspondence. Copies of these emails can be supplied as required. Our last email has not been replied to for over a week.
This has resulted in three weeks of downtime for ajaymusic.com and a distraut phone call today from Jason Bawden has revealed, and I quote, "my livlihood is at risk . . . I has lost immense business . . . I am losing credibility and reputation . . . not to mention the inconvenience . . . ".
The least that can be done while this matter is being resolved is the DNS to be URGENTLY changed to:-
so that he can continue making a living - which is now in jeapody.
The issue of the correct ownership details with the rightful owner's access to his domain control panel (for which he has paid for) to make changes and his right to transfer that domain to his hosting/registra provider of choice will be the next matter that needs to be addressed.