Below is an email that I wrote to Mr Daniel Bromely
of 1and1 internet. I was advised by 1and1 call centre staff that Mr Bromley
was the billing customer service manager, though as it turns out this information
was not correct, and Mr Bromley is in actual fact merely a lowly billing department
team leader unable to exercise any discretion or flex ability outside of his
narrow scope of authority.
Billing team leader, Mr Bromley, didn't actually read this email at all
by the time I actually spoke with him some five
days after sending it. However his billing team assured me in several telephone
conversations that they were raising the issue with Mr Bromley. When
I finallyspoke with him his attitude was curt to
the point of being aggressive and downright rude.
From: Simon Jones <#######@#######.co.uk>
Date: Mon, 24 Oct 2005 17:14:19 +0000
Subject: Attention of Daniel Brome
Dear Mr Bromley,
With reference to the account number #######,
I write to bitterly complain about the abysmal service and customer care
I have received from 1and1 internet.
Basically the complaint is and has been ongoing for some time. Despite the
claims of 1and1 internet I did try to cancel the auto renew on the domain
sarahshomecrafts.com, however for reasons that it seems no one is able to
explain, faxes that were sent requesting this were never actioned and the
domain was automatically renewed.
I called 1and1 internet and made my displeasure very clear, I also am aware
that .com domains can be 'unregistered' within a short time after registration,
however because "management is not customer facing" I was never
able to get to anyone who was able to make a managerial decision to simply
unrenew the domain as requested. Instead I was told I had to pay and when
I failed to do so 1and1 froze and locked my account. The net result is that
I now have to pay expenses to BFS financial services.
The lunacy of all of this is that 1and1 have, as a result of their pig headed
and inflexible attitude, lost my custom on all other domain names. This may
not seem like the end of the world and indeed as one of your customer service
representatives said "This is hardly big money is it, so why should
we care." However the 1and1 business model is based upon volume, and
though you might not care, you will have managed to lose my custom based
upon my experience with regard to the sarahshomecrafts.com domain name.
I am stunned that a little good sense and flexibility couldn't have been
used in this case. Indeed had that of been the case 1and1 internet would
have kept my custom for all of my other domains. As it is I have already
transferred away some of my domains to another provider and depending on
the outcome of this email I will transfer all of my customers domain names
(54 in total) away from 1and1 internet at the end of their billing cycle.
These accounts are separate to the one I mention here.
I have been a 1and1 customer for a few years now and have on the whole enjoyed
an acceptable service. Though when there are problems the call centre is
often not up to scratch and certainly the complaints procedure is terrible.
Often times I am simply cut off by call centre operators when the call moves
outside the bounds of anything that is easy to deal with.
I would hope that you will bring this ugly matter to a rapid conclusion
and simply remove the sarahshomecrafts.com domain from my account and unlock
my account so it may be used once more. Should you decide to not do this
then I will of course pay the renewal and the fee's attached to that, but
as a result 1and1 will lose my custom, and more importantly all my associated
customers custom, for good.
I sincerely hope that at long last good sense will prevail in this matter.
Should you wish to discuss this matter with me you can call me after 11am
on #### ### ####, asking for
I will also update the below website to reflect the contents of this email
and any action taken thereof.
For more links and information about Simon Jones including
who he is, isn't and some of his more obscure work, click here.