I just sent the following message to Netfirms support. I wanted to post it publicly, so as to help get the word out about their supposed “upgrades” which have completely ruined their advantage over other domain registrars that previously wrote about in an article on how to leave Godaddy.

I just learned that domain privacy is no longer free, as it was before the recent “upgrade.” While I appreciate the ability to select multiple domains to work with at one time, it doesn’t seem that automatic unlock and relock was included, so the feature is virtually worthless. Beyond that, you’ve managed to make domain transfers to nefirms even more complicated and difficult and taken away the edge that free privacy gave you over other registrars.

I switched to netfirms for only a few reasons:

1. I hated Godaddy’s convoluted and nearly unintelligible interface and needed a new registrar.
2. Domain registration at netfirms was cheaper.
3. Privacy was included free at netfirms.
4. The interface at netfirms was extremely simple and easy to use.

I even blogged about these features of netfirms and why people should choose it over Godaddy and other registrars here: How to Leave Godaddy (that was a while ago, and it still gets tons of traffic).

While you have no say in Godaddy’s performance, your recent “upgrade”, preceded by your price increase has destroyed all my reasons for switching to netfirms. To put it midly, I’m very displeased with the changes of the past year. When it was the price change alone, I was okay with it. But taking away the free privacy on top of the price hikes makes me want to shop for a new registrar.

So don’t be surprised if you start seeing all my domains get transfered somewhere else. Unless you’ll reconsider some of your “upgrades.” I’ve already stopped promoting you through my cj.com affiliate links on my various sites. I just can’t recommend you to my clients, readers, etc anymore.

UPDATE: Netfirm’s customer support got back to me saying that the domain privacy does not cost anything in spite of the new verbiage: “Buy Domain Privacy.” They mentioned some other issue that had been resolved, possibly related to my concerns, but the tech’s communication skills were not top-notch and I’m unsure what they were talking about. Either way, this drastically alters how I feel about them (which is why I do things like this).

This along with other “upgrades” that made their interface frustrating and confusing led me to switch wpXPRESS to Hover for domain registrations just as I threatened. Hope they weren’t surprised!

Make Your Business’ Messaging Clear

The lesson here is that businesses need to keep their messaging clear! In today’s fast-paced digital world, where consumers are bombarded with information, the clarity of your communication can make or break a customer relationship. I started considering leaving Netfirms, all because they made it look like something previously free was now going to cost me. At first glance, their messaging suggested that an important feature would soon require a payment, which set off alarm bells in my mind. This perception of hidden costs left me feeling uneasy and prompted me to explore alternative services.

Upon further investigation, I discovered another provider that seemed to offer better features and pricing. The initial allure of switching to a new service made me overlook the fact that I had not fully understood the original offer from Netfirms. It turned out that the feature I was concerned about would remain free, but because their messaging was unclear, I began looking for better options. My experience serves as a stark reminder that even established companies can falter in their communication, which can lead to customer dissatisfaction and loss.

Ultimately, I did switch to the new provider despite realizing that my decision was based on a misunderstanding. This change cost me time and effort, not to mention the stress of moving my services. It became clear that the lack of precise messaging from Netfirms contributed significantly to my decision to leave. Such situations highlight how critical it is for businesses to prioritize transparent and effective communication.

In conclusion, clear messaging is not just an operational necessity; it is an essential aspect of customer retention and satisfaction. Companies should regularly assess their communication strategies to ensure they are effectively conveying important information. By doing so, they can avoid unnecessary confusion that might lead customers to explore competitors. After all, in a world where options abound, a simple misunderstanding can prompt customers to take their business elsewhere, even when the service they currently receive is satisfactory. Clear communication fosters trust and loyalty, allowing businesses to thrive in a competitive market.