When I opened Outlook last week, an email from Network Solutions’s Subject line read Deactivation Notice.

As an independent consultant, I rely on email and GoToMeetings as communications portals to my clients and associates.

I clipped the email From and Subject lines from Outlook and pasted it below.

I was very upset by this shocking Subject line; however, I was hoping that I would find a way to instantly reactivate my domain name. When I opened the actual email this is what I saw.

After viewing this offensive and insulting Deactivation Notice, I read on to find a way to reestablish my domain name. It turns out that this is simply a renewal notice informing me that the first item must be renewed by September 12.

74 DAYS FROM THE EMAIL DATE!

Clearly, the Network Solutions’ Mis-Marketing Department felt that this is an appropriate brand voice for a first notice, to advise clients that they have 74 days left to renew.

Network Solutions’ marketing gurus have yet to realize that they are no longer a monopoly.

I called Network Solutions and was told rather rudely that one files complaints online. After completing their form and clicking send, a notice came up telling me to not expect a reply.

I called back and after speaking with several people and being very insistent, I finally spoke to an executive in customer relations. I told him that I will be relocating my domain names. Apparently I was not the first to complain and to part company with Network Solutions. I was told that following significant complaints, I received the “toned-down version”

The executive shared my outrage about the notice and asked me what he could do to change my mind. I told him that I would not demean my message by asking for money or free services. In fact I spent two hours on the phone with Network Solutions providing them with pro-bono branding consultation.

He then gave me his email address so we could stay in touch if I thought of something. The next day, I received at my request a payment reminder from American Express to be sent 10 days prior to the due date. I don’t always get my snailmail, and often get others’. I sent the American Express reminder to the executive at Network Solutions to enlighten him that there are kinder yet still successful approaches to reminding clients of impending payment due dates.

As it turns out, Network Solutions did give me something of value, without realizing it. They gave me a topic to open discussions about the critical importance of a company’s brand voice being synchronized to their brand.

I invite you to share your experiences with misaligned brand voices or your comments.