The only complaint I’ve had until now about Trinic’s services are that when I’ve used their web-based payment system I always receive a “CGI Timeout” error. The payment gets processed, and everything else is fine — I even get an email message acknowledging my payment — I just get this annoying and confusing error.
When I last wrote Trinic about the problem, I received an email back telling me they hoped to have this problem solved shortly. That was several months ago. So last week I emailed them looking for an update. Unsure as to whether this was a Sales or Technical question, I cc’d my email to both their Sales and Technical Support email addresses.
This was their reply:
Peter,Reading this again, I still can’t believe the the first paragraph: did these people never go to customer service school? My reply went as follows:
Please refrain from sending identical messages to duplicate e-mail addresses. It drastically slows down our response time to your inquiry, and is in violation of our General Service Agreement agreed to upon the purchase of any service.
The ‘CGI Timeout’ error you receive when making payments is caused by when the CGI script that is executing on our servers has been running for over 300 seconds, or 5 minutes. The extended amount of time the script must run for is caused by delays in our payment gateway to the credit card companies authorization systems. This gateway can get extremely busy at certain times of the day due to the growing number of online transactions. We are in the process of evaluating other payment gateways we would be able to utilize in Canada in an attempt to eliminate this problem once and for all.
Hello there.I await their reply. In the meantime, I cannot recommend Trinic as a domain name registrar.
If you ever send me a message that chastises me like you have below (first paragraph only), I will immediately stop using you as a service provider, and stop recommending your services to others. Your tone was insulting, and in violation of every edict of good customer service.
I wasn’t sure if my query was appropriate for sales or technical support, so I sent it to both email addresses; that seems like a reasonable thing to do.