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I'd been using eNom for several years. Starting mid-2012, friends started reporting frequent email bounces. I tracked the problem down to name-services.com servers--owned by eNom--getting frequently blocked by Microsoft/Hotmail. When I reported this to eNom, they just shrugged and blamed Hotmail. When I pointed out I was paying them for reliable email forwarding, and it was their own servers getting blocked over and over again, yet another shrug, but this time with a heaping helping of snotty on top from the front line support guy. Big mistake, front line support guys everywhere--I used to do that job, for several years, so I know what lazy and stupid looks like, and I'm way more technical than you are.
I went ballistic and demanded escalation, pointing out that if this was happening to me a lot, and they couldn't figure out how to change my configuration to make it stop, it must be happening to other customers too and thus it's a serious business problem for them. I threatened to move to a different registrar if they continued to ignore me, and, if I had to do that, I'd demand a refund for my recent domain renewal.
To their credit, I got a response next day saying they'd refund my money along with instructions for transferring my domain to another registrar. To their discredit, they didn't even try to keep me as a customer. Yes, I bitched at eNom, and not sweetly, but I did it with specifics and hints about how to fix it, and pointing out why this problem was important to eNom, not just to me. If you are forwarding to a Microsoft email account (Hotmail, MSN, or Live) it's obvious eNom can't be relied on and they don't care. We're not talking here about random messages getting silently dropped as spam by Microsoft. We're talking about the eNom servers getting blocked wholesale for chronic bad behavior. Ironically, when I started the domain transfer process, I was unable to email myself the transfer key for half an hour because eNom was blocked again.
I was paying eNom $40 a year purely for email forwarding. I'm one of those people that once I pick a service provider, I don't shop around again unless they mess up the service. My new registrar, chosen via Lifehacker user ratings, charges less than 1/3 what eNom was charging. So do most others. Given what eNom charges, I'm shocked they don't work harder to keep a price-insensitive low-touch customer like me. It's pretty stupid to have your response to an escalation be "take your money and business elsewhere."
BTW, I chose eNom because they are a local business to me. That liberal support-local-businesses-thing hasn't been working out so well for me, and not just in this case.
In summary, I would not recommend eNom to a friend.
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