I've actually used name heap for years and really liked them. But last year they locked my account for "security" and it took three months to unlock it! It was scary stuff, and their excuse was that because I kept replying to support, it put my ticket at the bottom of their queue... So I jumped on putting some of my domains in Cloudflare, but that looks like a mistake now too. Anyone got any other decent suggestions they like?
I've never had a problem with them, even when doing some relatively complex things. And their support has always been very responsive. I don't know what happened in your situation, obviously, but did you try calling? Or chatting? I assume you did not, so while I sympathize with your painful experience, it sounds like user error.
Yeah, I never had a problem with them for years, until I did... I've never seen phone support, and still don't see a number anywhere on there website. If you have to be logged in to see it... Also, the chat is how you create a ticket. I chatted multiple times and they kept saying it was an escalated issue and only a "higher up" team could handle it and I'd just have to wait for a response. Glad you've never had any issues, good luck with that!
I'm familiar with how it feels to be at the wrong end of a dispute like this, but I think it's important to tell you that it would strengthen your case if you had shared more information about your attempts to contact them. Did you call? Or initiate a chat? How did it end up resolving? The thread you have only confirms the beginning of the problem, not the middle or the end.
EDIT: my motivation here is to tell you honestly what would strengthen your case. There is no upside for me in this conversation. I'm not affiliated with namecheap or any other registrar, and am merely offering my perspective: as a happy customer, I can be moved by other people's bad experiences, but they must be well documented. If you don't like hearing that, then ignore it.
And they have a good support team. The customer support chat lies that they have "busier than usual" traffic and it's better to open a ticket, but if you ignore that warning you'll get a person in a minute or two - and a helpful person!
Lookup the recent Hacker News history about Namecheap.
It turned out that they are mostly a Ukrainian company, and when the war started the CEO decided to terminate “services to users registered in Russia” with only four work days notice.
I don’t know if any customer account was actually suspended. I also don’t know what “registered in Russia” means, is it nationality, residency, billing address, customer’s IP address or the A record. Some EU clients also received this letter.
I can relate emotionally. But this way to address existing customers, which have paid for their services, is whimsy and unprofessional. I also think that discrimination based on region or nationality is unnecessary broad. It certainly didn’t stop Putin.
Just to be clear, I believe Ukraine needs and deserves all kind of support to win this war.
