Costumer complaint
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Dear Sir or Madam at WordPress!
My name is Fredrik Sundqvist and I work for a Kenyan NGO by the name of Wayo Wayo Africa. We work with supporting youths in the slums of Kibera in Nairobi and we are a non-for profit organisation. We have a homepage provided by WordPress that we recently remade. We bought a premium account and a premium theme and where very happy about our “new” homepage. There were three reasons that we remade it: we wanted to have the domain wayowayo.org as our main domain, we wanted to have a professional looking homepage and we wanted to have a well working homepage that could help our organisation with funding and thus give us the opportunity to support more youths and in better ways.
However recently it stopped working, it seems that we have to update our DNS. It is less than 2 months ago we got the “new” homepage up and running and already we have this problem. As a paying costumer we expect a certain amount of service and this is well below what we expect from a company your size. For 99 $ the minimum amount of service we expect from you at WordPress is to make sure that the homepage works.
The result of this problem is that we as a non-for profit organisation working in the slums with youths have lost both income and credibility towards our supporters and sponsors. We are good paying customers and we are very disappointed in service you at WordPress have provided us with so far.
Regards Fredrik Sundqvist representative at Wayo Wayo Africa
The blog I need help with is: (visible only to logged in users)
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Notice: This domain name expired on 11/26/14 and is pending renewal or deletion
Please visit the WordPress.org support forums.
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That is what it says when you try to visit the page but that is falls. In fact it expires on the 6th of September 2015 since that is one year after we paid for the premium account.
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Good. But this forum is only for WordPress.com support queries. Please inquire or state your grievance at the link provided above. Sorry for the inconvenience.
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I have flagged this for the staff to help – but they are a bit backed up at this point
It seems your name servers are pointing to Godaddy but you also seem to have domain mapping and the notice indicates your domain name might need to be renewed but the whois seems to have confusing to me info
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@wayowayoafrica – It looks like the domain wayowayo.org is currently working on my side now. Can you confirm that it’s working for you as well?
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Hi!
First of all thank you all for trying to help us, we appreciate it. We have solved the situation with the incorrect DNS but it still does not work. According to domainnameroundup.com, which is the company hosting our domain, we have not paid for the domain which we according to WordPress, the receipt and ourselves have done. Does any one of you know what might be the problem?
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http://wayowayo.org/ – loads fine for me – try clearing your browser cache & forcing a page reload
After changing name servers it can take 24 to 72 hours for the changes to reach the far corners of the internet – during this time frame access to your site might be erratic
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Thank you guys for helping us out. On some computers it does not work but on others it does, for instance on my computer it still does not work whereas on yours and one of my colleagues it does. Could it be that it takes different amount of time for it to work depending on, for instance, the country you are in?
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Thank you, most kind of you to check. I guess it will work for me soon as well
Please let us know if it doesn’t start working correctly within the next few days!
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However I would like to get an answer from WordPress due to that it is an complaint towards your company. And to me it seems like you have done everything in your power to make it difficult for me as a costumer to complain, so pleas WordPress answer.
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In case you overlooked it, jeremeylduvall is a WordPress.com staff person. You can tell by the gray background around his avatar and the words “Happiness Engineer” under his username. In contrast, everyone else has “Member” under their username.
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You need to take a closer look at the thread. See the replies from someone identified as “Happiness Engineer?” Those are staff replies.
If the problem is fixed, and the problem was incorrect DNS settings at Godaddy which were set by someone at your NGO, I don’t understand why you wish to complain to WordPress, but go ahead. Clearly you have the attention of staff.
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