Re: [registrars] Draft Registrant Complaint Form regarding XFERS

["Ken Stubbs" <kstubbs@digitel.net>]

i would agree with elana's comments as well

ken stubbs
----- Original Message -----
From: "Elana Broitman" <ebroitman@register.com>
To: "Rob Hall" <rob@momentous.ca>; "Michael D. Palage" <michael@palage.com>;
<registrars@dnso.org>
Sent: Tuesday, November 20, 2001 12:02 PM
Subject: RE: [registrars] Draft Registrant Complaint Form regarding XFERS


> one more comment - there should be an opportunity for the
registrar/reseller
> about whom the complaint is filed to respond because often consumers
> misunderstand domain name rules and complain about issues that do not
> violate any rules.  Rob's and others' notes about confusion points out the
> concern that we all have with potential confusion.
>
> -----Original Message-----
> From: Rob Hall [mailto:rob@momentous.ca]
> Sent: Tuesday, November 20, 2001 11:51 AM
> To: Michael D. Palage; registrars@dnso.org
> Subject: RE: [registrars] Draft Registrant Complaint Form regarding
> XFERS
>
>
> A couple of points.
>
> Whom is to fill out this form ?  If it is a registrar on behalf of the
> consumer, then the language used in it is probably OK.
>
> However, if we expect our customers to be able to fill it out, then I
think
> we need to use some different language and be clearer.  While we all may
> know the terms slamming, and what we mean by hijacking, I think there
needs
> to be some clearer descriptions and instructions given to the end user.
>
> As well, if it is the end user filling it out, we should write the
questions
> in the first person, ie: Did you authorize the domain transfer request ?
>
> Are you the domain name holder (Registrant)?
>
> If not, please explain your relationship to the holder of the domain name.
>
> etc.  In general, just a modification to the questions so that consumers
> will understand more readily.
>
> I would also suggest that you stay away from the "apparent authority"
> wording in any questions. We can't define it, and I am not sure how our
> clients would.  Better to ask simpler questions, like "Did you authorize
the
> gaining registrar to transfer the domain to them ?" and "How did you
> authorize this ?"
>
> I am not sure why a fax method would be used ?  Why wouldn't we just put
> this on our website as a form they could fill out and save it in a
database
> ?  That way, we could pop up more information (or have links) explaining
> some of the details behind this if they are confused.
>
> I would also suggest adding a clear statement to the consumer that this
form
> is for statistical purposes only, and that the constituency is not
> responsible to mediate nor resolve any disputes.  The last thing you want
is
> for consumers to think that the constituency will solve this individual
> problem for them (but hopefully we can solve it on a larger scale for all
of
> them <grin>).
>
> A great start Mike et al., and it will definately get us thinking.
>
> Rob.
>
>
> -----Original Message-----
> From: owner-registrars@dnso.org [mailto:owner-registrars@dnso.org]On
> Behalf Of Michael D. Palage
> Sent: Monday, November 19, 2001 11:45 PM
> To: registrars@dnso.org
> Subject: [registrars] Draft Registrant Complaint Form regarding XFERS
> Importance: High
>
>
> As previously discussed, the Registrar Executive Committee has discussed
the
> use of a consumer complaint document on the new registrar website to
> document consumer problems with XFERs (denials, slamming and hijacking).
> These forms will then be used as part of the consensus building process to
> document the problem more clearly. These complaint forms will be forward
to
> the new efax account that the constituency has set up as part of our new
> proactive steps to increase registrant confidence.
>
> Please review this document, it is the intention of the Registrar
Executive
> Committee to translate this document into the following languages:
Spanish;
> German; Korean; French; and Japanese. The Registrar Constituency is also
> considering other standard complaint forms regarding such issues as double
> billing by losing registrars, after a domain name has been successfully
> transferred away. This was one of the online comments during the Marina
del
> Rey meeting.
>
> Best regards,
>
> Michael D. Palage
> on behalf of the Registrar Executive Committee
>
>
>
>