Heard It On The Grapevine

Grapevine 2 DFCIn breaking news, look forward to an announcement sometime this week on changes at Netfleet.

Whilst there is no change to the ownership structure at this stage, there apparently is going to be someone new in charge with regards day to day management. This is an internal promotion from within the Melbourne IT group.

Hip, hip hooray I hear most of us say!

I know I’m not Robinson Crusoe when I say that “customer service” is an oxymoron when it comes to Netfleet. Forums are full of complaints of broken promises; tickets not being answered for weeks (if at all) – and generally an arrogant attitude being displayed to their customer base.

Then there are the friendly $1 bids that an associated party has recently been making. Not a good look – it raises lots of questions. I actually have an article in the pipeline about these and other things I’d like to see changed. Stay tuned.

On A Positive Note

I take my hat off to the founders of Netfleet (David and Mark Lye). Their vision and tenacity created simply the best platform / vehicle in Australia for the sale of domain names.

In particular, their drop catching technology has been second to none over the past few years (though Domain Shield with Anthony Peake at the helm is fast catching up).

I think it is a smart move to bring someone else in who will be better suited to looking after customers. A big reconnect is definitely needed – along with the provision of measurable and visible customer service. Imho.

 

Update today 11.31am – just received Netfleet newsletter confirming changes.

 

Bill Gates Quote

12 thoughts on “Heard It On The Grapevine

  • September 16, 2015 at 9:01 am
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    It was obvious that when the cash flow tailed off so did the spend on customer service. I’m just glad they’ve kept the doors open.

  • September 16, 2015 at 9:09 am
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    Customer service has never been their strong point. Must be a bit of a stain on the MIT/NR portfolio.

    So I hope this is true. For a while it has felt like Netfleet has been left to decay.

  • September 16, 2015 at 9:30 am
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    They say it takes 10 good experiences to forget 1 bad experience

    Unfortunately when the only expectation that you will get a response is “hope” it does not matter how good the service is when you do get a response

    It is very difficult to accept the “cost” argument when you see what appears to be significant “acquisition” budgets

    To be a market leader and retain that position needs a balance

    I see this appointment as a positive step

    • September 16, 2015 at 3:12 pm
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      btw….the customer service issue is not confined to a single company

      I was advised of changes to terms by another local company recently

      When I expressed my concern and advised that I was unlikely to continue my support after the changes are implemented they told me that they were confident I would still support them notwithstanding the changes

      That attitude has reinforced my resolve!

      • Ned O'Meara
        September 16, 2015 at 3:56 pm
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        I know who you’re talking about Greg! He is obviously an optimist. πŸ˜‰

  • September 16, 2015 at 10:55 am
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    Shame there is no real competition to them. They really suck.

  • September 16, 2015 at 11:22 am
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    I’m sure most people would welcome this move!

  • Ned O'Meara
    September 16, 2015 at 11:37 am
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    Newsletter from Netfleet just hit my inbox. Was good to have the “scoop” though.

    You heard it on Domainer.com.au first! πŸ™‚

    This is what they say:

    “Exciting Changes at Netfleet”

    “We would like to introduce the new head of Netfleet – Jonathan Gleeson, welcome to the team. Jonathan has a history in the domains and webhosting industry in Australia having worked in various technology management capacities for both Netregistry and Melbourne IT.

    This change in leadership will see a keen focus remain on the aftermarket space, However with new leadership comes new ideas and new life for Netfleet. We hope to add a new range of products and services over the next 12 months. Including things like an increased customer service capacity, new auction opportunities for client owned domains, a refresh of the website to enable new registration and domain portfolio management and lots more. We are sure many of you have already noticed the changes to our checkout process. “

  • September 16, 2015 at 2:59 pm
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    I used to love Netfleet. But I’ve really disliked them ever since they changed their auction model. I bought over 1000 domains with them before that change. Most on impulse – and mostly at the excitement of picking up some bargains. But since the change I think I bought maybe a max of 50 with them in the same time period.

    It’s such a horrible system for the end user. I just refuse to support it unless I really must have a certain domain and then I put in an offer with them begrudgingly hoping one of the others snap it up instead.

    If they hope to win back their most prolific clients from days gone by, I feel they firstly need to bring back the old auction system along with an excellent customer service team.

    • Ned O'Meara
      September 16, 2015 at 3:54 pm
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      Some good points Rudy.

      Jonathan Gleeson (the new head of Netfleet) seems like a switched on operator who genuinely wants to get feedback on the good, the bad, and the ugly.

      I had a phone conversation with him yesterday, and I think he may be the real deal. πŸ™‚

  • September 16, 2015 at 5:41 pm
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    Great article Ned. You’re hitting the nail on the head with each article.

    I have high hopes for Jonathan Gleeson and hope he can turn NetFleet into something much better.

  • Scott.L
    September 17, 2015 at 8:21 pm
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    The old way was the right way, it encouraged competitive bidding. Now its useless and questionable, a blind auction opens the bidder to mistrust of the system. I do hope they remove their “unique” bidding platform and implement the old style of bidding on expired domains + bring back the after market auction system and the netfleet point system…Ahrrr the good old days.

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