Just a quick heads up to warn people who may be relying on Heart Internet's "Full DNS Management" service which is
included when registering/managing domains through them.
The problem I discovered was with creating multiple TXT records. The scenarios
for this have become much more commonplace recently, for example on one of my
domains I wished to create an SPF record, an SPF v2 record, and a Google DNS
domain verification record (for use with Google Webmaster Tools) - not an
unreasonable expectation.
When creating TXT records, the system will only allow one TXT record per "node"
(root-domain or subdomain). There are no error messages or warnings - just that
further TXT records don't appear after "saving" the changes.
In January, I contacted Heart Internet's support asking them to investigate the
issue. The reply wasn't very reassuring:
"However, if you require the ability to add multiple SPF/TXT records to the
same node then this will involve an update to our system so I recommed you
submit that request using the Feedback form in your control panel. It will
then be reviewed by the relevant department and you will not usually receive
any reply unless they require more information."
I completed the feedback form, but true to the original support response - I
did not receive any reply.
I don't think I'd have an issue with this as long as the limitations of their
DNS management were made clear, however the text used to describe the service
on the domain registration sales page is "Full DNS Management", and full
DNS management this is not.
By May, I still had received no reply (not unsurprisingly considering the tone
of the ticket response). I tried to create a second TXT record, but still had
no success. I re-opened my original ticket, claiming that the "Full DNS
Management" statement could be misleading, but I just received the
stock-response again:
"I understand but I strongly recommend you submit the Feedback form again
with your suggestion as it will then be dealt with by the relevant
department. Please note that you will not receive a reply unless they
require more information from you."
My request, was not a suggestion - it is reporting a bug with their "Full DNS
Management" platform.
Finally, I'd like to say that all other aspects of their domain services I have
used have been great (I haven't tried the hosting products). I would still
recommend them for domains, as long as you are sure you will never require
multiple TXT records! I hope by bringing this issue to attention that action
may actually be taken to resolve it.
Update 26/06/2010: Heart Internet sent me a message on Twitter to let me know this
problem has now been fixed! Excellent!