In desperation after receiving what can only be described as the most abysmal customer service experience I have ever encountered, I have yet again had to email 1&1 to try an resolve the issue I have had since the 17th January with their company. This time though it has a different spin. I have copied in 1&1′s CEO Andreas Gauger and included their UK legal and social media departments. Here is a copy of the email I have sent to them and I think you will be able to see my frustration. But I will not stop pursuing this matter until it is satisfactorily resolved. AND 1&1 YOU SHOULD TAKE SERIOUS CONSIDERATION TO THAT. Here is the email.
Their latest email to me after all that has gone on
On 17/02/2011 20:48, “firstname.lastname@example.org”
Dear Gary Taylor, (Customer ID: xxxxxxxx)
Thank you for contacting us.
Again, we apologize for any inconvenience caused here.
As well, we have refunded the three (3) most recent invoice.
This is all that we can do in this matter.
If you have any further questions please do not hesitate to contact us.
My to 1&1, sent today
I am not prepared to accept that response from 1&1, I demand a full refund
of all of my invoices since the 1st January 2011 and I do not feel I am
being unreasonable by asking this considering the following:
Since the 17th of January I have attempted to contact your company and
resolve my issue, which still is not resolved by the following methods:
- 17 emails – 2 to your legal department threatening legal action within
7 days – to which I have had no response
- 10 telephone calls
- 3 messages to your Facebook Team
- 20+ Twitter messages to your @1and1_uk account
Out of all of these attempts I have only received 4 responses from your
complaints, two saying you were looking into the matter and two (which
includes your email below) to say you would only refund the last three
invoices. 1 of these responses was also actioned incorrect which confused
the matter even more.
I have paid in excess of £250 in renewals to your company for domain names
which I cannot use since the start of January 2011. The original issue I
have has still not been resolved and I have repeatedly asked for some one
from your UK head office to CALL me and yet NO ONE HAS.
I find it absolutely disgusting that your Legal Department of all
departments has not responded to my letter warning them of legal action
I have kept detailed accounts of all of the emails, telephone
conversations and all other communication I have had with your company and
have 150+ domain names which are being affected by the issue.
I have been told numerous times on the telephone that the matter would be
dealt with within 48 hours and then nobody comes back to me. I am at an
absolute loss as to how you can treat a customer so badly and not even
have the decency to respond to my emails or requests.
You may also want to check out the comments about your company from other
members of the public on my blog where I am keeping people updated with
how terribly I am being treated in this matter -
I have copied in you CEO Andreas Gauger into this email in a desperate
attempt to get this rectified
I am no longer asking for you to call me. I am now DEMANDING that I get a
call from your UK OFFICE to sort this issue out. I have copied in ALL
departments on this in hope to get a CALL BACK TODAY!
I am also consulting with my solicitors on this matter as you are charging
me for a service which you are not delivering which is a breach of
contract and fair trading, and if need be I will take this further and
involve the press and online media channels to expose your company for the
terrible customer service which you are providing.
Director | One Result Limited
SO WHAT DO I DO NOW?
I have spoken with my solicitors this morning who have asked me now to send over all emails, telephone records and any correspondence including Facebook and Twitter communications demonstrating all of my attempts to contact 1&1. They are going to review the situation so far and help me to construct a legal case against 1&1 in an attempt to recover all of the costs I have incurred so far whilst attempting to get my issue resolved.
I NEED YOUR HELP
Please help me to expose 1 and 1′s disgraceful customer service by link to my original post about 1&1 and if you have experienced poor customer service from them, then please add your comments. There are 38 so far and I am sure there are many, many more people out there who have been through similar situations with 1&1 and got nowhere.
Now it is time for everyone to have their voice!