domain in trouble

[arindra]

Hey Guys ,
Please advise what to do ? For the past 4 days i am trying to get a new client to sign up with me . They have a domain which , surprisingly was previously hosted by another Matrix / Vortech reseller . Now , she says that she has terminated with them and wants to shift to us . But since she had a domain on Matrix's servers , when she now tries to add the domain to our control panel , it is saying " can't add domain . Zone allready taken. "
So i raised a support ticket with Vortech , but they said they cant / wont help . I know the customer is saying the truth that she has informed to his previous host to delete his domain from previous control panel ( she didn;t have any , the host had the controls) . But it seems they are not releasing / deleting it .
The reason i know the client is saying the truth because , she has changed the nameservers in their domain registrar , which is now pointing to our nameservers .
So what should i do now ?

[Garreg]

Not dis-believing you or your client, but without knowing 'all' of the facts / information its a difficult situation.

This is not a 'new' problem - sadly it has happened here in the past (a reseller wouldn't release the domain for various reasons).

If you know who the reseller is, have you tried contacting them to ask 'why' they will not release the domain? You never know they may have a good reason (speculating here), i.e. un-paid bills / accounts.....
If the customer is telling the truth, they have nothing to hide- so ask them 'who' the reseller was and contact them - you never know it might do the trick

[Brangwyn]

Ask the customer for the name of the reseller and talk to them yourself .. if you know what the old nameservers were you can probably work out who anyway. That way at least you'll hear both sides of the story

[mresell]

Originally Posted by Brangwyn

Ask the customer for the name of the reseller and talk to them yourself .. if you know what the old nameservers were you can probably work out who anyway. That way at least you'll hear both sides of the story

Definitely get both sides. Anybody you are looking at for a potential client who has had problems needs to be looked at more closely. They may have been a great client, but it should make you double check.

[arindra]

Hi Guys ,
thanks all for your input . I did ask the customer who their previous host was , but i think you all got the wrong impression . ... which is partly my fault .
The Other host doesn't have control over his Domain Name , if that was the case it would have been another story .
But here ... the host is not deleting the "domain" from their H-Sphere account . And they and me being on both Matrix's server , i can not add it in our account as the system is already finding the dns zone already created / existing .
I know it could be a payment problem , and thats why i have also requested Vortech Tech's to pry in a little ... but all they mentioned was " we can't disclose information " .
So what i have currently dones is emailed the Client-to-be , to forward me a email from their previous host stating they have deleted the domain from their end .

And yes, i know a client who has problems previously is potentially a problematic client for me too ...

[Brangwyn]

You've lost me .. why doesnt the other host have control over the domain name and cant delete it from HSphere? that in itself sounds dodgy.

[Garreg]

So..... the other host is a Vortech reseller who has the 'new' clients domain on 'thier' control panel - but will not delete it? (am I warm
If 'yes' then thats what I thought..... and no matter what you do - unless they delete it you will not be able to add it to your control panel.