123-reg.co.uk trying it on!

Mike12421

Hello everyone,

it’s been a long time since I last posted however I need some advice. It'sin relation to registering a domain name using 123-reg.co.uk. The story goes asfollows;

On the 7th March 2012 I used the "backordering service" at123-reg.co.uk at a cost of £41.98. This was because I wanted a domain name thatwas already registered to someone else, however due to them no longer wantingit, it was up for purchase on the 10th March. The "backorder service"had to be used as the domain could become available any time during the 10thMarch and if someone else also wanted, I may have missed my opportunity. Theservice advertised; "we'll pounce on the domain for you". The servicealso states that the cost of £41.98 is inclusive of a £9.99 admin fee which isnone-refundable.

On the 10th March however, I checked the availability of the domain name andfound it to be available. I immediately checked my e-mails and account with123-reg.co.uk to see if their "backordering service" had secured thedomain name for me, however there was nothing. Fearing that the domain namecould be taken at any time, I could not afford to wait and so I was forced topay a further £7.18 to 123-reg.co.uk to register the domain name myself.

I have e-mailed 123-reg.co.uk stating that I do not believe that the"backorder service" has been fulfilled and requested a full refundthe service cost; £41.98. 123-reg.co.uk have replied however that they canrefund the money, minus the £9.99 admin fee.

I know it is only £9.99, however I don't think that this is particularlyfair as they did not even try to secure the domain for me. I would not mindpaying the £9.99 fee if they tried and were unable to secure the name for me.

Should I just bite the bullet and accept the refund minus the £9.99 or isthere something I can do?

Thank you in advance,

Mike.

mo786uk

what did they say when you asked them that the domai nwas available and they didnt snap it up?


do they gurantee they will get it or just attempt?

Mike12421

Hi,

They don't guarantee that they'll be able to get it but do state that they will "pounce" on the desired domain name when it becomes available. When I asked for the money back, they simply said that they can refund my money however not the £9.99 "admin fee". They also asked if I wanted to cancel the "backorder service"???....Of course I do, I have the domain name now, however with no thanks to them.

I just feel that they have done absolutely nothing to justify an "admin fee".

Thanks for replying.

mo786uk

Research the SUpply of Goods and Services Act 1982 - you could argue that they havent provided the service they have promised. Retaining the admin fee could be an unfair contract term.

I think you need to get to the bottom of what they did or did not do to try and secure the domain.

bod1467

I'm curious as to why you still used them to register the domain, when it was obvious that they hadn't "pounced". (There are many other domain registrars available).

bazster

It matters not a jot whether they called it an admin fee or whether they said it was refundable or not. They failed to provide the service you paid for so you are entitled to your money back. All of it.

Certainly they couldn't guarantee to get the domain for you, but the simple fact that it was just sitting there twiddling its thumbs waiting for you to register it in the normal way is pretty good evidence that they failed to "pounce" on it.

Mike12421

Thank you for all the replies!

bod1467 - I thought that I would use them, as if there had been some sort of issue just like this, it would be easier for 123-reg to review all the facts and issue a refund.

bazster - I'm thinking the exact same thing. I'm honestly not a moaner, I just don't think it's fair to charge money, do nothing then respond to my query with comments like; "do you want us to cancel the backorder service?"...even though I have just had to register the domain name (carry out the backorder service) myself. I get the impression my query was not even taken seriously.

123regonline - my ticket number is; 120314-000517.

Regards and thanks again for all your replies.

vuvuzela

Mike - be careful of someone who comes on here and is not an authorised company rep. They could be anyone...

Mike12421

Good point, thank you. I thought I would just give them the ticket number just in case.

bod1467

I think you're safe regards the ticket number - very unlikely anyone (other than someone who does work for 123Reg) would be able to glean any details from it.

PS - 123regonline post above reported.

bloss0m

Customer reps need permission to post on here yet despite being told you been report you still post on here

Reported CS too

How do I spot a Company Representative?

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