Ricky’s Online Business Blog

Consider this real life case. What do you think the web designer should do? Should he fix the code?

I got a new customer recently who chose to host with me. They have a web site which was done up by a web designer, who charged them over RM10,000.

Recently we found out there is some error in the web site code, that some functions are not working properly. The customer asked the designer to fix it. He refused. He said he had already “signed off” the project and passed on the whole web site back to the customer.

Will he fix it? Yes, he agrees to fix it but only with extra payment. I tried to talk to him on behalf of the customer, to no avail

I don’t know about others. But I guess he should fix the error, since it originates from his work.

Yes he is right that when he signed off the project, the customer approved his work. But they are not technical people. They do not know how to test out every page and every script on the web site to find out whether it’s working or not. They don’t know they have overlooked anything or not.

If I were this designer, I would first check why the error exists and whether it comes from my work. If yes, I would fix it without any charge.

What do you think? Should the designer fix the error?

I have been helping a non-technical friend on their web site renewal matters.  Their web site has been hosted by a reputable web design firm in Malaysia.

The web design firm had developed my friend’s company web site for a few thousands ringgit.  Every year, my friend has to renew their domain name, hosting and web site with them for over RM1,000. Her domain name has also been registered under the email address of the web design firm.

However, my friend was not satisfied with their service but had no choice because she had no control nor access over his domain name and web site.  She ended up paying hefty amount to the provider every year without gaining any real benefits in return.

Now her yearly term with the web design firm expired and the web site got suspended.  I came in to help her talk to the web design firm.  We sent an official letter to them to reclaim the domain name, ensure they give us a copy of the web site and the web site is submitted to search engines as promised.

However, dealing with them has not be a pleasant experience.  They refused to do anything unless we first pay them the renewal fee.  Moreover, the way they treat the customer is regrettably terrible.  They can even criticize and badmouth my friend when talking to me.

The relationship seems to be beyond repair.  Even if my friend renewed with them, they are bound to bump into problems in the future.  I think she better switch to a new provider.

First, the web design firm should not have registered the domain name under their own email address, at least not without informing my friend about it.  Being able to manage domain expiry for the customer is not a very good excuse.  Doing so gives them a leverage to hijack my friend’s domain name and web site.

Second, their customer service is one of the worst I have come across in the industry.  They should treat customer well, speak gently, respect the customer, even if sometimes the customer can be wrong.  Had the way they talked been nicer, we could have reconsidered their service.

Third, the quality of the web site developed by them is not at par with their reputation in the industry.  It is also not well optimized for search engine marketing.  No wonder my friend got very little traffic and enquiries over the years.

Fourth, they said they would give a copy of the web site in images only, and that if we get others to do the web site, we will have to redo it.  Oh my goodness, do they meant they would only give us screen shots of the web site without the source code to make changes?  What has the customer paid them thousands of ringgit for?

Fifth, the domain name and web site had been paid up by my friend and should belong to her.  These should be given to her years ago, not “upon customer request only” as claimed by them.

Sixth, by requiring my friend to renew with them first in order to give her back what is hers and what should have been given much earlier, they are hijacking her web site.

I feel so disappointed for we have such a web design firm in the industry.  Perhaps there are also other customers being victimized in the marketplace.  Have you come across such cases before?

As a domain name reseller, I process domain name transfers every month. Either customers transfer their domains in from other providers to me, or from me to others.

In order to facilitate smooth domain transfer out of me to other providers, I need to do the following:

• Unlock the domain if it is locked.
• Reveal the domain transfer secret code (EPP code) to customer to be given to the new provider.
• Approve the domain transfer when the new provider initiates the transfer.

If customers decide to transfer out, I’ve learned to give full cooperation to do the above, to the extent of advising them what to do to ensure smooth transfer, even continuing to support them although they are no longer customer.

Unfortunately, I sometimes come across uncooperative domain name resellers who drag their feet to let customers transfer out to me. In some cases, they are just not proactive enough to advise customers what to do. For example, they will only do this or that only when customers ask them to do so.

I see no reason why I should slow down the process if one customer decides to transfer out. I’m glad that he or she had chosen me as a provider and let me serve him/her. Now that s/he has found a better one, I should thank him/her for the business s/he had given me and I should happily send them out, just as I happily received him/her.

In many cases, I wish to serve my former customers in case they have any need. For example, there are some customers who continue to seek advice on Internet marketing, search engine optimization and web development issues. And it’s even free of charge.

It can make economic sense. Some former customers even came back to me after having found their new provider unsatisfactory. Even if they don’t come back, some have become friends.

It’s OK to lose a customer. But we can gain a friend. I believe a business exists not only to earn, but also to serve and to bless.

Glad to have received a customer testimonial from Kombinasi Bakti Sdn Bhd, a building contractor based in Kuala Lumpur. I visited their office before and found them a well-established Bumiputra company. The boss is not bossy at all and is very nice to me. Here is what he wrote:

For the great services in the first year, we have decided to renew the subscription for another year. It’s proved your excellency of good service.

By Mr Zolkeplee Basir, Kombinasi Bakti Sdn Bhd

Thanks sir and all customers who have been very supportive and understanding! I strive to serve you better!

Find out what other customers say here