A client of mine recently came to me with a very small project that quickly exploded into a large problem, prompting involvement from management and attorneys (not to mention numerous calls to customer service by yours truly).
During some routine maintenance on this client’s domain names (i.e. name server and contact changes), we realized that the domain was not registered to the corporation, but rather an individual who had not been employed there for a number of years. The client requested that I change the contacts to reflect the corporation’s ownership and list the name of the CEO. Simple, right?
Apparently not. I logged into the 
Register.com control panel to update the registrant’s contact information, but received a notice saying that the domain was “locked” and that the registrant could only be changed with a “change of registrant” form. This was confusing. Why was the domain name locked? There was certainly no setting in the control panel to lock or unlock a domain name. This seemed like an arbitrary setting with no rationale. Perhaps the domain name was registered through another registrar later absorbed into Register.com, or it was a setting that was chosen when the domain name was first registered. Either way, it didn’t seem practical and nobody was able to explain it, including a couple of otherwise friendly technical support representatives from Register.com.
Giving up on the online change, I looked at the change of registrant form. New problem – this form needed to be completed and filed by the existing registrant! This would not work in our case, as the employee left the business and there has been no contact with him ever since. In fact, I would think that this is the case in most scenarios where an employee leaves the company, so unless a transaction is being made by two separate parties, this seemed like a bad method for Register.com to facilitate this change in the first place.
Having nowhere else to turn, I dialed customer support and started asking questions. Surely there must have been another customer facing this issue in the past, and I thought that company representatives could help me through by using some type of loophole. I had no such luck. One representative told me that I shouldn’t worry; as long as I had the username and password to log into the control panel, it didn’t matter whose name was on the account. Another representative told me that I could just fill out the form, leave out the current registrant’s information and explain the situation in the notes block; we realized that didn’t work when the form was promptly returned to me.
The third representative told me that I should follow the steps outlined in Register.com’s dispute policy. I examined this policy closely and concluded that the only way to make this change would be to file legal paperwork, appear in front of a district judge asserting the change, and send the results of the proceeding to Register.com.
Needless to say, we decided it was not worth the time and money to conduct all of this litigation just to change a name. Instead, I went forward with an alternative plan – let’s transfer the domain name to another registrar that wouldn’t give us the runaround. Before doing so, I gave Register.com one final chance – I called them, explained the situation and told them that I would be forced to transfer the domain names if they didn’t offer an alternative. The phone representative actually agreed with me and said that the best plan would be to transfer the names. So, I transferred the domain names to another registrar, updated the contact information, and completed the work.
I wanted to note that I sent Register.com an e-mail alerting them of this post and asking them if they wanted to comment. I haven’t received a response in the 24 hours since I sent it, but if I receive one I will be sure to post it.
A couple of closing points. First, the moral of the story – unlike a decade ago, there are now hundreds of domain name registrars. Don’t let them bully you and have you jump through hoops; your time is precious. If your registrar won’t allow you to do what you need, find another one that will and transfer the names over. Transfers are quick and easy these days, and most registrars include a free year’s renewal with the transfer, so you’re not losing any money. Additionally, transfers are cheap, averaging about $9.00 per domain name.
Second, there is a larger issue. Companies must always balance the security of their business and their clients against functionality and convenience. If you have too much security, functionality and convenience suffer, driving away customers. With not enough security, you might make your customers happy in the short term but they’ll be running away with the first sign of trouble. In some business models, it is okay to lean a little bit more heavily towards one side, but there is always a limit. In this case, it might very well be that Register.com erred too much on the side of security and not heavily enough on the convenience side. After all, they lost a customer because of the issue. However, Register.com is a large company and might not mind losing a customer here and there for the sake of keeping domain name transactions secure. There is no right or wrong answer – this is a strategy that many business should think about from time to time in regard to its own products.
If you have any comments, feel free to post – I’d be happy to keep this discussion going!
Modern Etnacom Logo
Etnacom has existed in one way or another since 2001. Throughout its life its services, employees and even its location have changed multiple times.
I thought it might be interesting for some readers to see how the company has evolved over the years. At most, this will serve as a way to see how I’ve gotten to this point and some of the interesting things I’ve encountered. At the very least, it will be a “statement for the record” of where the company has been and where I intend to take it.
The Beginning
Original Etnacom Logo
In the summer of 2001, I was still in high school. A close friend and I were deliberating about how we could make some extra money in addition to our typical teenage jobs as waiters. We both knew a lot about computers and my friend was an expert in video editing, producing clips for many local events such as track meets, town gatherings and weddings. I already had some success in creating small websites for local businesses and helping others around the community with their computer repair issues. Thus, Etnacom Networks was born. I still joke with my friend about the day when we typed up a one-page “business plan” and brought it upstairs so that my father could review it (we were both under 18 at the time and needed a financial guarantor). Being a business owner himself, my father was excited about the idea and took us to the bank to open our own account. Our initial investment was fifty dollars each.
From that point forward, we worked hard to earn any business that came our way. The majority of our clients were local organizations that needed websites and web hosting, and we were able to meet their needs quite well. In fact, we still retain a lot of our original clients, even though Etnacom has evolved quite a lot since then.
As we grew older and more experienced, we started working on more complicated projects. The era of wireless computing was just starting to come about, and many businesses in the community wanted a cost-effective way to network multiple laptops and desktops into a small network with shared printers, files and Internet. We started installing more complicated server systems that ran on various flavors of Linux and Windows Server. Of course, we never forgot about our “bread and butter” services of web sites and web hosting.
Transformation to Consulting Firm
Towards the end of 2006, the original two Etnacom partners decided to go separate ways. There were no hard feelings (in fact, Brian is still a very close friend and is the best man at my upcoming wedding), but we decided that I would take the company into a consulting role while Brian would concentrate on his own profession that actually had little to do with the IT field. I became a support provider for a few start-ups and small businesses in the New York / New Jersey area, and I partnered with GoDaddy so that I could continue to offer web hosting services to my clients while improving maintenance and quality of service. Web hosting services are now offered under a subsidiary called Etnahost.
With the completion of my Masters’ degree at Carnegie Mellon University, I expanded my knowledge and experience within all of the topics I consult in, which included some very in-depth expertise in Online Marketing and SEO. I also added a new field to my repetoire – Information Security, which is in my opinion one of the most important aspects of IT. Because of my large concentration in this new field, I decided to again make some big changes and accept a full-time position working in the Baltimore / Washington D.C. area. However, Etnacom will continue to operate in the same reliable capacity it always did.
The Future
The Internet and IT in general have certainly evolved quite a bit since I’ve started doing this. Networks were once a luxury only enjoyed by corporations, now they are common in most homes (and even in some automobiles). Websites were a one-way venue to share information and e-commerce was just taking off in 2001; Facebook wasn’t even an idea in anyone’s mind. These days, community-based interaction over the Internet is common. There is no telling how Etnacom will evolve over the next few years or how technology will either. However, I can promise that I’ll continue to offer solutions that are on the cutting edge but also practical. It will certainly be a fun ride!
I decided that a facelift might be in order for the website. A lot has changed in the past few months, and I want to make sure that the face of Etnacom accurately reflects what Etnacom is and the type of business we do.
If you are a client, you are well aware that I started a new full-time position in July, working information security-type issues. Being that my degree is in Info. Security, I decided that this would be a wonderful opportunity, but I also wanted to continue doing my work at Etnacom. So, I decided to transform the company into a vehicle for part-time consulting.
Before I accepted the position, I spoke with my clients to see if there were any concerns with me meeting their needs part time and mostly during nights and weekends. Everyone was extremely supportive (and I thank everyone for their generous support!)
So, here we are. Getting back to the website – I think a look and feel that shows that I’m a one-man show with a lot of experience to offer does the trick. I am now showcasing my blog on the home page so that you can read about my insights and experiences with clients and technologies (and sometimes with my full-time job, if I am able to share). I am still accepting new clients, but have relocated to the Baltimore-Washington metro area, so my on-site work is limited to that region.
As always, i’m available anytime for help, so drop me a line if you need anything!
