1AND1 INTERNET IS A CHEAP WEB HOSTING COMPANY, BUT AS YOU YOU MIGHT HAVE FOUND OUT BY NOW, THEY'RE BAD! IF YOU NEED TO COMPLAIN TO 1AND1 INTERNET THEN READ ON, I'LL TELL YOU HOW I GOT MY MONEY BACK, AND THEN I'LL TELL YOU HOW TO GET 10% OFF A DECENT WEB HOST.
It's a sorry state of affairs when a call to a customer service call centre feels like a bare knuckle bar fight. But it's a situation that many of us are all to familiar with. So called 'off shore' call centre's and phone drones who tell us that "management are not customer facing" are pretty much part of the standard armour that companies use to keep the average peson from speaking with anyone capable of providing us with some real, heaven forbid, customer service!
Some time ago I had reason to take up a complaint with 1and1 internet over a domain name that they automatically renewed, despite my attempts to request they do not do so. The auto-renew, in August, cost £10.45 which, though inexpensive, is annoying nonetheless. However due to the fact that the debit card details 1and1 had on record were out of date, the payment for the auto-renew was declined, yet the domain was itself renewed.
A few weeks later 1and1 'locked' my account and stopped all services running across various domain names I had on this particular account. I made several phone calls to 1and1 to discuss the matter. Each time I asked to speak with a manager but on every occasion call centre staff told me in various different ways that management don't speak with customers, ever!
1and1 insisted the auto-renew was valid and they were under no circumstances prepared to show any latitude or understanding whatsoever. I explained that should 1and1 choose to pursue the matter I would simply move all of my domains away from them and close other 1and1 accounts that I administrate. The operator then said this would "hardly affect 1and1 now would it?"
In october 1and1 passed the disputed debt to BFS finance (a 1and1 company) for collection. I spoke with BFS and advised them that this was a disputed debt, they in turn advised me to call 1and1. Once more I tried to speak with someone in management on the telephone, however the debacle only went from bad to worse at this stage. In a series of telephone calls to 1and1's abysmal customer call centre, I was repeatedly given wrong information, fobbed off, lied to, cut off and generally ignored.
When I eventually got to speak with Mr Daniel who I was informed was a manager, I found that he was in actual fact merely a lowly billing team leader incapable of using any discretion or customer service latitude in order to save the account and the face of 1and1 internet. In fact Mr Bromley adopted an aggressive and confrontational attitude and, like others before him, tried to push the issue to another department.
>>>> LISTEN TO MY TELEPHONE CALLS REGARDING THIS MATTER
In my frustration I created this website. That was a smart move and drew an almost immidiete response from 1&1 internet general manager for UK operations, Neil Hobson who called me to discuss the issue. Mr Hobson was understandably unhappy after hearing the recordings. He informed me that a full review would be taken and that improvements would be made where necessary, though it seems pretty clear from the mountain of email I get from people in similar situations, that this was entirely uneffective.
In the end 1&1 internet did resolve the issue. BFS finance (a 1and1 company) were advised the debt was no longer valid and 1&1 reimbursed me for expenses I had incurred during the complaint (£47.20).
Regardless of the fact that 1&1 did eventually resolve my issue, it reflects very poorly on them that I had to employ such extreme measures to get the kind of customer service that should be available to anyone.
Since I created this site I have had a TON of email from people asking me for advice. First I would say move to a better webhost, like my current webhosts Namecheap and EZPZ hosting. After that I suggest the following..
1. SET UP YOUR OWN SITE TO EMBARESS
1&1 INTO ACTION
Call and email 1and1 and tell them about the site then wait for them to call you.
2. WRITE THEM A LETTER
3. TELEPHONE THEM
4. COMMENT ON THEIR BLOG
ANYONE! But the company I use two companies; US based Namecheap who have a great app and online support, and EZPZ Hosting. I've been really happy with both of those companies and most importantly their human support. I run a number of sites with them, including my own blog, and have never had a reason to complain.
The reason for creating this particular web page is to highlight the problems of bad customer care by 1&1 internet to anyone who might search for the web hosting company both in the United Kingdom (UK) or in the United States (US). The company pigheadedly stick to their guns in such a way that doing this seemed like an entirely reasonable response. Had they dealt with this matter in a timely and polite fashion this page would exist.
I have complained in this way in the past. On that occasion it was to the Howard Johnson chain of hotels in America. Websites like this often get found by bloggers and journalists. In the case of the Howard Johnson site I created it was linked to from many sites including pre-marketing.com as well as top travel websites. It also appeared in Worthwhile magazine and FHM.
I get a LOT of people contacting me asking for further help with their 1and1 internet problems. I am not an expert. I'm just a persistant guy who refused to be screwed by a bad company. That said, if you would like to contact me regarding 1&1 then click here to send me an email. You'll get a super fast auto-response with the answers to the commonly asked questions, plus a code that will give you 10% off EZPZ hosting! I do read the emails, so if there is anything I can do, I'll get back to you.
If you're going to ask me to recomend a new webhost for you then that's simple. I use two companies, Namecheap who I have used for over a decade now with no complaints, and EZPZ hosting. Namecheap are US based but have always given amazing support through their live webchat and app while EZPZ hosting are UK based with excellent support with real people who I've come to actually know now. Neither are as cheap as 1and1, but I can confidently say you'll never look back.