May
28
20041&1 Hosting Gripes
28
2004
A while ago, I raved about 1&1 web hosting, and recommended it to others. I now take back any recommendations. They’ve committed one of my inexcusable online sins, namely, making it overly difficult to cancel service.
I wanted to switch to a different hosting provider for reasons unrelated to the quality of their product. Therefore, I sent a very polite email to “info@1and1.com”, the ONLY email address they offer on their site for correspondence. I sent it on May 18th, and it was COMPLETELY ignored.
On May 24th, I sent a slightly less polite email to info@1and1.com, sales@1and1.com, webmaster@1and1.com, and billing@1and1.com (all randomly guessed, in the hopes of hitting the correct person to write to.)
Today, 4 days later, and still no response, I bite the bullet and CALL them (which I hate, hate, hate, hate doing). When I get someone on the phone, they tell me I have to cancel online, at cancel.1and1.com. This address is NOWHERE on their normal site. They’re forcing you to CALL them, to get a web address. Perhaps if it weren’t the Friday before a long weekend, the phone rep would only have given me the address after a series of plea bargains to stay with the company.
Here’s the kicker. I go to the web site, take a bunch of steps through a very confusing UI, and finally get to the last step which will cancel service. I hit “Submit”, and guess what? I have to FAX the confirmation page to them, to complete the cancellation.
Pathetic. Simply pathetic.
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