[members-discuss] [cs] Email issues with RIPE NCC for new LIRs

Dear Grzegorz,

In your new membership application, you set requirements which are not in line with RIPE NCC processes. These types of requests need to be escalated internally and therefore take more time to complete. 

However, we remained in regular contact with you throughout the process, and at points where we needed more time, we made sure to inform you and got back to you within a few days. 

We aim to be as accommodating as possible when members have unique requests. We are sorry that you are unhappy with the way your application has been handled, I will be happy to discuss this with you directly.

Best regards,

Henriette van Ingen
Assistant Manager Customer Services
RIPE NCC


> On 9 Nov 2017, at 11:59, lir unitel.net.pl <lir at unitel.net.pl> wrote:
> 
> Hello all
> 
> I would also like to add something to how RIPE employees respect (better not respect) new LIRs
> Since 3 weeks they have my emails somewhere and they do not reply to them. Phone calls are also somewhere, and despite some arrangements, they also do not respect me.
> 
> I wonder if anyone has any influence on the people who work there because they ask for 3-4 weeks to contact me and I can not get on.
> 
> The level of insolence was achieved when it was exceeded ?
> 
> -- 
> Grzegorz Dacka
> 
> 
>> Dnia 7 listopada 2017 o 14:26 Staff <hostmaster at ntx.ru> napisał(a):
>> 
>> 
>> Dear all!
>> 
>> I would like to bring one new issue with RIPE NCC to public.
>> 
>> This situation mostly rely on new members and new LIRs. RIPE NCC started
>> to censor email names and filter them as much as they want. And that
>> also depends from RIPE NCC staff that take a ticket.
>> 
>> This makes delays in ticket processing because we spend about 1-2 weeks
>> already for new company LIRs because RIPE NCC staff refuse to continue
>> until they see the email name they like and we have to create email by
>> email so they like it
>> 
>> I found this completely inconvenient, useful and unfriendly.
>> This situation should be changed. Last months RIPE NCC changed a lot of
>> things in the usual work and become harder to do simplest things with
>> RIPE NCC staff.
>> 
>> Currently RIPE stopped to accept my personal email that I use for almost
>> 10 years. This email contains from one symbol in it's name.
>> 
>> Please see some examples
>> 
>> -------
>> In order for our Registration Department to be able to process resources
>> requests, LIRs must first have a personal SSO account. Generic role SSO
>> accounts such as info at ripe.net etc. cannot be accepted. We require a
>> personal SSO account such as: Johnsmith at ripe.net for example.
>> 
>> The email provided 1 at ntx.ru cannot be accepted.
>> ...
>> Nicole Castaibert (RIPE NCC Support)
>> ---------
>> 
>> All nicknames, short names, names of the company in email also not
>> accepted by RIPE NCC anymore. So we have to create new emails and use
>> new emails with some name in it.
>> 
>> But the main useless of all of that - that new LIR can change
>> registration account email after LIR registration done.
>> So this all they require is useless.
>> 
>> That takes my time, time of my staff, time of RIPE NCC staff that get
>> paid from LIR members fees. I found that RIPE NCC work does not comply
>> with the proper quality standards and not members oriented.
>> 
>> 
>> 
>> -- 
>> Jury Bogdanov
>> NOC/Hostmaster
>> +7 (499) 346-76-29
>> 
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