The Struggle Continues
It's amazing what a little screaming gets accomplished in terms of customer service.
October 22, 2004
![Network Computing logo Network Computing logo](https://eu-images.contentstack.com/v3/assets/bltde8121fc52c5c8f3/blt3f3d0318f746b1c2/65a530e4187606040a1d8b8c/placeholder.png?width=1280&auto=webp&quality=95&format=jpg&disable=upscale)
It's amazing what a little screaming gets accomplished.
By now you heard my horror story with Network Solutions.
I can honestly say they have made a more than best effort to correct, address and fix the problems cited (or at least the major problems) in that previous article.
So, how did I get them to talk with me? One aspect was easy, the other a little more difficult, and the last element " well, it doesn't hurt to have this column.
It was easy to get someone high up in the food chain to talk to me, because I write for CMP, and no company like bad press. Companies like press, but they really don't want bad press.To the point, no PR person wants their client (or company) to be on the receiving end of bad press, so I spoke with their PR people. I called both Network Solutions as well as their new parent company, Pivotal Private Equity.
Now we know that a new parent doesn't want to hear bad things about their brand new child. So I get a Monday phone call from Pivotal's PR Company. The rep gives me the schmooze and says he'll be back in touch. I'm still waiting.
But that's ok. Network Solutions PR people were smarter. They gave my name to Debra Modlesky, the Executive Support Supervisor. This woman deserves a raise! Clone her! At least hire more like her!
She's smart, she's earnest, and she's doing her best to work in your crazy procedural system to fix the problems that your crazy procedural systems created for little ol' me.
Is everything fixed? No not yet, but I have faith in Ms. Modelsky. I'm sure she'll get it done. Did I expect it to happen overnight " no, it hasn't, but I'm not upset. Do I feel things will change " I'm not sure, because Debra doesn't have that much juice, but she can access those who do.Here's what I've learned about dealing with difficult companies, specifically Network SOlutions, but you can apply them elsewhere also:
As Debra says, "No one should ever refuse you a supervisor." So don't accept no one is there.
You're probably paying more to keep your domain at Network Solutions compared to the competition, and "customer service and support is what makes Network Solutions, Network Solutions." That's what Debra tells me. So demand service and support, since you're paying for it!
Start complaining about the awful (and that's somewhat a reserved word) Web site Network Solutions has. If you're as confused as I am when using it, it does no good. Maybe if all of us complain, they'll invest some money and make it easier and more user-friendly and intuitive.
So e-mail Network Solutions, or whichever company it is that gets you in an uproar, and let them know what you think. And then let us know what happens. Good luck!
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