Will be leaving as soon as I possible can.
I was forced to Melbourne IT after they took over my previous hosting provider. Their servers are very slow and their support team is practically useless. They've been "migrating" my service to a new server now for over a week and it's still not correct. As a reseller, I have clients yelling at me now as a result.
Stay away /
They took another payment from my account after I cancelled the service inline and attempts to get a refund have been futile as the offshore support call centre operators spin lines from script, like I will escalate your concern, they will get back to you in 2-3 days. I spent 2 hours on the phone. Not good enough, I know how long it takes to refund your money.
They review your cancellations after the next billing cycle. Do not get a website hosting with this company, you will have no control over any of it. Good news is I transferred my Domain registration away from Net Registry / Melbourne IT. These are sister companies. Save your self the pain. They have not refunded my money.
Tech support is really hit and miss
the support crew is a complete mix of incompetents and aces. It's the luck of the draw who you get. Wasted over a week trying to get my email working after upgrading to Business cpanel. Cost me literally days in waisted time..
the Melbourne IT team was very helpful and was able to get me through a very tough transition for my domain and webmail. I did have to stay on the phone a lot but in the end it was all worth it and the Melbourne IT team was very polite throughout the process.
Disconnect clients for non-payment even though they don't owe money
My service was affected a couple of days ago, i thought there were server upgrade issues as per notices sent advising of server migration. On calling customer support we discovered that some Dimwit in accounts has disconnected our service during the server upgrade works because they believe the quarterly account was unpaid. Hmm seems they are wrong account are paid up to date, bank statements verified and service still disconnected. No call back from the accounts team to explain or to fix. Its going to be a TIO complaint very shortly.
Worst example of customer service I’ve ever experienced. After two emails (which they can’t find) & 5 phone calls over 10 days could get no meaningful response. Phone contact staff tried to assist but ZERO response from Administration staff despite my repeated requests for a response. Now lost my domain name after an auDA query to which MelbIT failed to respond. Avoid at all costs.
Terrible Customer Service
A different story each time you ring - customer service people struggle to understand English.
They lost our website. Not sure how you can lose a website but its gone.
Will limit our exposure as much as possible with MelbourneIT as they are clearly a risk.
Get some support that you can escalate to in Australia if you don't want these bad reviews to continue.
Worst support I have ever experienced
DAYS of failure to fix serious issues CAUSED by their technical staff breaking my server during a migration. No communication, no checking whether a job is completed accurately or successfully before claiming that it's done. Will say anything to avoid fixing a problem or talking to their customers. Days without working email, loss of income, loss of clients as a result of working with MelbourneITDPS, is my experience. Senior technicians and system administrators are only available via chat to their Level 1 support, do not properly read emails, ...and worst of all, the senior techs don't work on weekends! How is this acceptable?! So you can go 36 hours+ from Friday morning to Monday night to get a 1 hour task addressed. Will never deal with these people again. Phone system disconnects you repeatedly without warning. Stay away from them! Incomprehensibly awful. AND even worse, now they have DELETED 3 of my client sites without warning or explanation.
Service... does no exist outsourcing has been a terrible mistake
Service...? does no exist. Outsourcing has been a terrible mistake by management, its incomprehensible that a once good company has gone overseas for answering there queries whilst those lovely and kind people in the Philippines have had no training and just keep you transferring until your sick in the stomach and hang up! Management lost the plot!!
incorrect invoicing. charging without invoicing the customer. Fraudulent behavior.
purchased domain names not appearing on the web console.
when trying to get help on the above, the accounts team is extremely unhelpful. worst customer service I have experienced in a long time.
Has been a month now with out my business website. Just wanted a name server change!! How hard can it be??!!!! Call centre difficult to understand with foreign accent and background call centre chatter.
Now in to 5th week and still no luck. Communication going round in circles and keep getting replies saying case is closed. Words cannot explain my frustration.
NET REGISTRY CAN YOU RING ME TO HELP ME OUT
Dear reader, I began to write a review much like many of the 1 star reviews I have read today but decided to change tact and direct a constructive review directly to the Directors / CEO's / top line managers / anyone whom works at this company who may be concerned about the service given to their customers. I hope this will bring some change not only for me but all the customers and business owners out there dealing with unresolved issues. Fingers crossed, sincerely...
I have found the Australian based sales team to be helpful over the years ...I have dealt with them and my problem is not with them although I feel they 'pass the buck' to the support team which is where my grave concerns arise. I can only assume the move to have a support team overseas is to generate more profits for the company otherwise why would you not want to employ Australians to work in an Australian business. I would almost 'argue' after reading some of the 1 start review that this most is working horribly against you... Principally have no issue with the support team being overseas however I have found the following issues very problematic when troubleshooting; 1. There is a legitimate time zone issue. Exasperated when daylight savings occurs and more importantly if you have an urgent matter. Like emails not working... (that are often a primary source of lead generation and thus revenue for many business) 2. The support team does not appear to have the same level of expertise as the Australian team I have dealt with in the past. 3. The response times are often days not minutes or at worst hours (currently +2 weeks for me and still ongoing plus at a guess +5 hours on the phone (2 this morning) trying to resolve an issue that is yours to deal with....) 4. Significant communication barrier with the overseas team. Melbourne IT / Netregistry... I sincerely hope this does not fall on 'deaf ears'. I hope all the 1 star review people are not giggling at what may well be a waste of my time reaching out for help. I'd like you to resolve this issue. Please if you have a position of leadership at this company, I'd even settle for the company owner to call me... let's talk about business, let's sort these issue out...
Net Registry, Melbourne IT, and Telstra companies Scam
This company misplaced my website when updating their own servers, instructing me to do nothing. My site was then sent to a nearby aero club, whom when I rang had experienced the same lack of service and mind numbing run around, that they kissed their site goodbye and gave up in despair also. This company, net registry, then dared to send me website build linkks from their other company Melbourne IT, who are also all related to telstra, then had the hide to even install fake images that resembled similar colours etc to my own website, after I o...rdered them to reinstate my website, and then claimed it was mine. I ended up giving up as I was given the complete run around, new case numbers no assistance and outright lies, or acts of ignorance, almost a year ago now, I stopped using them, but still pay to keep my domain, however Now they claim they have flagged it for spam! It has never had an email account attached and I have no control on it at all!! Watch out for this band of companies they are scammers.
Depends who you speak to
Would be good if some people realize not every body is IT competent and can be very daunting speaking to someone who knows what they are doing. This has been very frustrating as I don’t know what I’m doing. Had to ring three times then finally found Erika which was a great help.
Questions & Answers
I still haven't heard from them you told me that you were going to get to the bottom of my settlement and still nothing at all now I want 5000 and that's not even the tip of the iceberg that I've lost since this whole debacle happened?
Customer AdvocacyMelbourne IT
I am sorry that you have had no response to your settlement request. Could you please tell m your domain name? I can then see what is holding the response up sand have this expedited.
On Wednesday, January 1, 2020, Netregistry Support <firstname.lastname@example.org> wrote:
Thanks for your patience over this period.
As we offered the AUD $2,000 I have requested for AUD $2,137.36 to be transferred to you. This is USD $1,500.
Once this request is approved, I will let you know and we can complete the transfer of funds and domain. The domain walk-ease.com is currently ready to transfer to your account.
The Melbourne IT Team
Is there any class action being organised against this company? How can they continue to operate with so many people so terribly upset and poorly treated?
Reading through the empty, vanilla responses from 'Customer Advocacy' it would appear no-one ever has anything positively resolved and it is all a waste of time and only re-opens the wounds.
What I would really like to know is what the relationship between Melbourne IT and Net Registry is. I have read various things... from MIT taking over NR to visa versa - so can anyone enlighten me on who owns who (and who should be getting sued)? I know MIT once had ethical practices, but obviously since aligning with NR those ethics are completely non-existent - so what is the reason?
Is there an intentional business strategy going on? Thoughts and facts much appreciated.
Not that I know of, but they are outright thieves. I have built a few webpages for my businesses over the years and initially maybe ten years ago they were ok but now they are totally dishonest.I still have some domains with them but seriously thinking may move to go daddy and drop them all together..forked out over 1k last year for a built by them webpage which has gone missing. Their IT call centre staff have no idea and seems like its all a scam now. They should be legally shut down.
Yes, I think I read that thread. I'm sorry that you and others are being treated this way. Why can't they just run an honest business? Are their products that poor that they can't make a profit by just doing good work?
I was interested in seeing whether there were ANY good reviews, and only found two.. both from the same time (about a year ago) and clearly written by a Melbourne IT employee (IMO as outsiders wouldn't use the terminology used). Apart from that, nothing. Wish I'd been aware there had been a change in management/ownership - I would never have trusted them.
I lost my domain name which I've had since 2005 I paid every year since then and have been with Melbourne it since 2011
I want to pay for it this last year and was told it no longer was mine I couldn't believe it I had a copy of the credit card receipt showing the payment made last year. For many many months of back-and-forth they finally admitted they made a mistake and we're very sorry to lose my domain name and they offered me some Alternatives I have built this website domain name and plan to use it as my retirement. Add insult to injury this company is at somehow got my domain name is offering it for sale at $56,000!
They're still trying to offer me alternative names and they also said that was probably want compensation exactly what I want he also said they were going to refund me my money that didn't happen what do I do now?
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