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Hi, This is Wayne. This is my site, my stuff, my blog, blahblahblah. The site itself is powered by WordPress and the Scary Little theme. I thought it was cool, and I still do.

September
4
2007
11:20 am
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I still like what I get, in general, from 1 & 1.  The prices are great, and the package is awesome (3TB/transfer per month, 300GB storage, 1000 email accounts, etc).  But sometimes they just plain suck.

They suck like a hoover.

First, back in December 2006 they caused me much grief.  Four days of grief.

Then, just this last month I actually got to guest post on an important person’s blog and I was down again – THE DAY OF THE GUEST POST.  This is the biggest day for a small-time blog like mine where people see the guest post, and if they like it, they visit the author’s blog.  Worst.  Timing.  Ever.

Yesterday, I was down (all my email, all my websites) from about midnight Monday morning until just a few hours ago today.

Here’s how it all went down:

  • About a month ago, I get a notice that my credit card on file for billing is going to expire in October, so I should update it.
  • I go online to do so, and Paypal is recommended.  I thought “whoa, they take paypal now?”  I’ve been a paypal user since, oh, 1999 or so, and I use it all the time.  I like how I can use multiple funding sources AFTER it uses up my paypal balance.
  • I get a confirmation that the new payment method has gone through. 
  • Midnight on Labor Day (yesterday as I write this), all my email and domains stop working.  I have 132 domains and 149 mailboxes.
  • I call in and Tech Support says “your domain is locked due to a billing issue”.  I say “well then let me talk to billing – I had just made a change from my old credit card to Paypal, so something’s messed up”.  They say “Due to the holiday, the billing department is closed.”

WHAT?!?!?!?  They can take actions such as locking an account but they can’t fix their own mistakes?

After I complain and escalate for a while, the guy tells me that there is something they can do to “bounce” or “retry” the account and I should wait 3 hours.  I ask if I should put my billing back to a normal credit card instead of paypal because maybe their paypal processing system is down.  I just want my domains back on.

He keeps informing me that the Billing Dept is down and that there’s nothing Tech Support can do to unlock the account.  This is so incredibly frustrating.  It’s like 1 & 1’s tech support is taught to just delay, hold people off for a couple of hours, or stall.  Lie if you have to.

I trusted him for a while but I was still down last night so I just went online and changed my account to normal credit card and WHAMMO, 3 hours later everything starts working again.

I hate liars.

ooooh!  and today I get an email asking me to take a survey for my customer support experience!


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