I have recently been trying for a week to renew my domain registrations with HOVER for www.gaianrevolution.com and www.gaianrevolution.org.
For those who have the same kind of trouble with HOVER, or any other service provider I am posting the email I eventually sent to Elliot Noss, the CEO of its parent company TUCOWS.
Be assured, this is not a soft-ware or a training or a supervision problem, it is, a classic command and control leadership problem.
For years, John Seddon has been chronicling in his Systems Thinkers' Newsletters the service difficulties and huge extra costs caused by the mis-management of Call Centres. But managers seem to not care about costs or customers, if it means changing their command and control fetishes.
Perhaps Mr Noss will be one of the lucky exceptions
Dear Elliot Noss
We had some really good laughs from the claims that you make in your SEC 10K report, and you might like to share our amusement by following through the struggle that I have had in renewing a domain registration.
Ms Gormley - when I eventually broke through your automated phone barriers, and waited half an hour for a real human being- was excellent. No complaints about her. But one of the first steps I had to take was to Sign Out!! and with her help I managed eventually to do what i had been trying to do for a week.
Of course, I shall change my hosting service asap, on the assumption a) that you will ignore this note and b) that dealing with Hover will continue to be a p-i-t-a.
Before doing so, I thought it worth offering you the chance to respond to the systems needs of a real customer.
Roy Madron
