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Join Date: Feb 2006
Posts: 26
Thalaric,
When the registrant / customer of the domain name contacts us to get assistance for a domain name, we always direct him to the reseller. In the meanwhile we let the reseller know of this support incident that one of his clients got in touch with us asking for assistance.
If the registrant mentions that the he is not satisfied with the services of the reseller or has tried contacting the reseller several times, but has received no response, we initiate a reseller compliance process where we formally ask the reseller to get in touch with the customer / registrant in 48 hours and help him, else we will provide the registrant with assistance.
If the reseller helps, the case is closed, if not, we provide the registrant with a control panel request form, ask for id proof, and if all is well, we provide access of the domain name to the registrant.
How do we know who is the owner? when a person contacts us for assistance, and his details -- address, name, email address etc are mentioned in the whois, we take him to be the owner. If he is not the one in the whois, we just dont entertain him.
The regsitrant and the customer can be different, which is why we let the reseller know of the request for support. so, the registrant of the domain name is the one whom we identify as the owner of the domain name.
Since i dont know the domain name, i dont know about the specific details in your case. If you can pm me the details, i would have it checked with the support team and get back to you with what exactly happened in this case.
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