[Khao]

> Established procedure was not followed

Why have a procedure if your support doesn't follow it? Even if you have a procedure, everything falls apart when it isn't followed. This is the same as having no procedure at all.

[SeanDav]

People make mistakes. The customer support person was probably just trying to be helpful and not fully aware of all the ramifications. This is unfortunate but presumably there has been some retraining.

Note: I have no direct or indirect relationship with Namecheap at all.

[teraflop]

Sure, but retraining doesn't change the fact that people make mistakes, so it doesn't really solve the problem at all.

[tamar]

Sure it does. People in positions like this are required to learn. If they repeat serious mistakes like this, they're not the right fit for the job.

[eximius]

Hopefully because the majority will follow it? We have no statistics on this, just this one case that failed.

[tamar]

Khao - the matter was addressed and the staff was retrained to close the gaps in procedure.