There are not many times that I feel the need to publicly demonstrate my dissatisfaction at someone or something, however with 1&1 in this instance I am making a massive exception. The culprit is 1&1 Internet and they are a disgrace to the web hosting and domain name industry. I have been a customer with 1&1 Internet for quite a few years now and never have I been treated so badly, not just by 1 and 1 but by any company I have ever dealt with. Yes they are THE WORST.
So what has happened?
It started on the 17th of January when I transferred the domain name Rottweilers.co.uk to them and since then it has just been a complete sham. I am waiting to report on this officially once the issue is resolved by 1&1 Internet but to give you a brief overview I have over 100 domains currently with registration errors against them which I cannot use. My website Rottweilers.co.uk does not resolve and has dropped out the SERPs meaning I am losing daily revenue. 1&1 Internet have continued to bill me for over £200 of renewals when I asked them to stop until the matter was resolved. After more than 10 telephone conversations total several hours worth of my time, 17 emails back and forth to their technical support team, complaints team and even their legal team – from which I have yet to get a response after almost a week. Yes from their Legal team of all departments! This simply demonstrates that 1 and 1 Internet are not concerned in the slightest about their customers.
What else is being said about 1&1 Internet
You only have search for 1&1 on Google to find a barrage of people complaining about their service. I am not the first and I am sure, unless they undergo a significant shift in their management, I will not be the last.
Today I have written 1&1 Internet a Letter Before Action giving them 7 days to resolve my matter before I begin legal proceedings against them to recover my costs and loss of income. I will be making public every email and record of my conversations with 1and1 Internet since this matter started on the 17th January 2011 for everyone to see exactly how this company operates towards its customers.
How can you help me get 1 and 1 to listen?
It is time that 1&1 Internet were held accountable for their customer service failings and that their UK management realise they cannot hide behind overseas call centres when people wish to complain about their services.
If you have experienced the poor levels of service that I am experiencing at the moment with 1&1 Internet please add your comments below and link back to this page.
16th Feb 2011 – 1 and 1 Update
Well it has been about a week since I created this post, thank you to every one for your support so far. Here’s a brief update on 1&1′s lack of customer service:
5th of Feb I sent a “7 day before legal action” letter to the complaints and legal dept of 1&1 saying that I will be taking legal action if they do not resolve the issue and refund my domain renewals since the start of Jan 2011 – I didn’t get a response to this letter.
7th of Feb – I receive a response to a previous email, there have been many saying they will refund £43 of my £230+ worth of renewals…what?!
Since then I have contacting Nominet who in turn have contacted 1 and 1 on my behalf to see if they can resolve the issue and STILL NO RESPONSE
I have been tweeting @1and1_uk on Twitter since this whole saga began and not once have they bothered to respond so I have taken further action and that was to change my debit card details so they can no longer bill me. My first renewal got declined today and guess what? Yes, they contacted me straight away saying I needed to make payment to avoid disruption to my sevvice…funny that!
I have just emailed their social media account (email@example.com) in a last ditch effort to get someone from their UK head office to contact me before I get my solictors involved now that I am back from New York. They ha more than the seven days to come back to me and I feel completely justified when I say that taking 4 weeks to resolve an issue which I even know the answer too is just a disgrace.
So please, please help me to raise other people awareness of 1 and 1 internet’s terrible customer service to people who may be considering using them, by linking to my post and pushing it higher up the search engines!
Once I have closure on this issue I will be publishing all correspondence regarding this episode on my blog so you can see all the intimate details.
Oh and today I have also begun transferring my domains over to Domain Monster, because unlike 1&1, they actually have a UK based contact centre that cares about its customers. Domain Monster were highly recommended by me in my “unofficial top ten” domain name registration companies.
Thank you for your support