1&1 Responds To My Criticism!

I recently wrote a post entitled Goodbye 1&1 which I’m excited to say was one of the most-read posts I’ve had on this blog! However, as a blog publisher I feel it is important that I allow my readers to see both sides of the story. While I might not agree with someone – it doesn’t make them wrong, and 1&1 was kind enough to contact me and answer some important questions I had for them.

So if you’ve long despised 1&1 or if you read my post and were turned-away from their service – I’d like you to give them a chance to explain their side of the story. As always feel free to share your comments and I’ll publish them on my blog. Below are the questions I asked them along with answers from their corporate offices.

1) Why does 1&1 not provide immediate domain registrations like all other registrars?

Worldwide, 1&1 conducts domain registrations for numerous TLDs (for example .AT, .FR, .CO.UK, .CH and .LI). Until recently, these domains could not be registered with ICANN in real-time.  Our system was not set up to provide immediate registration in an effort to accommodate the time needed to register these TLDs and also to ensure that all domain registration occurs at the same rate.  Also, every 1&1 order, including domain registration, goes through an extensive fraud detection process before the contract is officially created, the purpose being to reduce Internet fraud.

Since these TLDs can now be registered in real time with ICANN, we are in the process of reconfiguring its system to reduce the amount of time between ordering and official registration as much as possible.

2) Other registrars and hosting services have updated their control panel over the last ten years – why hasn’t 1&1?

1&1 does not develop one standard Control Panel for all of its products.  Instead, the 1&1 Control Panel’s features and functionality differ with each of our packages.  As new products are developed, the Control Panel is tailored to function best for that product.  A completely different Control Panel was designed and introduced with the 1&1 MyBusiness Site, our newest product.  The new Control Panel will be included with more and more products as they are created.

3) 1&1 does not provide 24/7 technical support like other hosting providers – any reason to not provide the same availability?

1&1 does provide 24/7 technical support. They can be reached anytime by calling 1-866-99-1AND1 (1-866-991-2631) or by emailing support@1and1.com.

4) What is 1&1 doing to improve their brand? As I’m sure you can see by doing a quick Google search currently 1&1 is one of the most disliked brands in the hosting/registration world – what are you doing to turn it around?

Of course, 1&1 is working on improving the brand and we are analyzing those comments and blogs in detail in an effort to enhance the 1&1 experience.  Every customer comment and suggestion is appreciated and directly influences our product development.  For example, we have significantly improved our communication channels and prolonged our course of action when a payment is declined.  Understandably, we cannot comment on the details of the projects we are currently working on, but such projects are always in motion.

{ 15 comments… add one }

  • Erhan Yilmaz August 25, 2009, 12:57 pm

    Why don’t you ask them: why do they automatically try to charge on expired cards and send to a collection agency if they fail to do so (rather than dropping the name)? This is not good business practice and non of the other well known registrars do this (like godaddy, fabulous, etc). It was very much disturbing for me to deal with a collection agency and I left 1&1 as a very dissatisfied customer (likely to have a a life-long distance from 1&1). Customer service unfortunately does not help at all in such situations.

    Reply
  • Troy August 25, 2009, 1:32 pm

    Those seem like good answers to your questions but that is not the way to run a business. 1&1 is routinely in the top 3 of the worst registers for most domainers. Instead of answering questions smoothly, they should instead realize that there is a serious problem with their service and they should decide on how to improve it.

    I am not a 1&1 customer so take this for what it is worth. I just know that if I owned a business that a bunch of people were complaining about I wouldn’t think that answering their questions would be good enough. I would start to realize that, good answers or not, I needed to change some things.

    Reply
  • Patrick McDermott August 25, 2009, 2:41 pm

    This is pure BS.

    “Worldwide, 1&1 conducts domain registrations for numerous TLDs (for example .AT, .FR, .CO.UK, .CH and .LI). Until recently, these domains could not be registered with ICANN in real-time. ”

    Then why weren’t .COms registered in real time?

    Why wasn’t there any notification that domains were not registered in real time?

    “…and also to ensure that all domain registration occurs at the same rate. ”

    Why?

    Why on earth do all registrations have to occur at the same rate?

    This “policy” does not serve your customer base.

    It may serve your staffing levels.
    ——
    “every 1&1 order, including domain registration, goes through an extensive fraud detection process before the contract is officially created, the purpose being to reduce Internet fraud.”

    More BS.

    1and1 can simply cancel the registration within 5 days.

    Plus domains cannot be moved away for 60 days
    so 1and1 is protected.
    ——

    “1&1 does provide 24/7 technical support. ”

    Maybe.

    But why is “Customer Service” only available until 5PM
    EST.

    People , including your customers, have to work.

    It often is also difficult to get a rep on the phone.

    If you live on the West Coast, Customer service ends at 2P.M.

    Isn’t that nice?
    ——–

    “Of course, 1&1 is working on improving the brand and we are analyzing those comments and blogs in detail in an effort to enhance the 1&1 experience. ”

    Okay prove it.

    Make it easy to turn Auto-Renew on and off from the Control Panel.

    Stop renewing domains when the credit card on file is declined.

    If a customer loses a domain because of a declined credit card that is not your (1and!’s) fault.

    Stop removing the customer’s control of the domain name simply because they select not to renew the domain at Cancel.1and1.com.
    —–

    Stop sending your customer’s accounts to your Collection Agency.

    If renewals aren’t paid for then STOP renewing the domains…or get a refund from ICANN if payment isn’t made.

    You have 42 days to get a refund from ICANN.

    Finally, when payment is made with a credit card put the payment through right away.

    Don’t sit on it for a week or so before submitting the charges.

    Reply
  • Patrick McDermott August 25, 2009, 3:36 pm

    My comments above aside I would like to add that I do also appreciate that 1and1 staff have responded to Morgan’s blog posting.

    Hopefully it’s an indication that real change will
    come to 1and1.com.

    Reply
  • TheTimesTheyAreAChanging August 25, 2009, 4:53 pm

    I am remaining anonymous because I know they are reading this and I don’t want these people (1and1) blocking my efforts to break free from them once and for all.

    I am slowly moving all of my domains from 1 and 1 because these people can’t be trusted. This is, by far, the worst registrar I have ever dealt with and I regret ever dealing with them.

    They hold your domain names hostage by making it difficult for you to transfer and/or turn off auto renew.

    I have started the process of transferring/canceling auto-renew AT LEAST 30 DAYS BEFORE THE DOMAIN EXPIRES but, still, have had my domains held hostage by these people.

    When I have canceled auto renew, I have NEVER RECEIVED AN EMAIL confirming cancellation. I rarely receive emails from them except for dumb ass “affiliate opportunities” where they want to you rope in new suckers.

    They take a very, very, VERY long time to process your “cancel auto-renew” requests so that you miss your “renew” deadline. Then they milk you for $40.00 for the “recovery of your domain” protection crap. You then have to FAX paperwork to them, cross your fingers that they process your stuff on time!

    They train phone reps to recite the same crap “rules” that they can’t point out in the fine print when asked. “Where is what you just said on the domain purchase contract?”, I asked. After several seconds of silence, I then quote Anton Chigurh and say “You don’t know what you’re talking about, do you?”

    They send you to collections at the drop of a hat, whereby you end up paying double what you originally owed.

    They PURPOSELY muddle their user interface so you can’t transfer/turn off auto renew/change or delete credit cards. This has to be by design because it’s the MOST UN-user friendly interface I have ever used or seen!

    It’s disgraceful and I wish I would have read the hundreds of “STAY AWAY!” reviews and horror stories that are all over the internet regarding this company.

    How do you do – and stay in – business by treating your customers this way? It’s very sad.

    Reply
  • Jonathan August 25, 2009, 5:26 pm

    I was a 1&1 customer many years back and I still cringe every time I see their lousy name. They are the poorest excuse of everything they try and do. I truly believe the only thing they spend money and effort on is their 50 page advertisements in all the darned magazines everywhere. I immediately rip them out and recycle them before I donate my magazines. I s’pose they figure if they advertise enough, everyone will see them as the “top dogs” and blindly spend their money. I love review sites like this that expose them for what they are worth and hopefully save poor undeserving souls time and money. And you right I think they have the same control panel since I was a member there LOL.

    Reply
  • mywebsearches August 25, 2009, 7:20 pm

    1and1 is the worst registrar. It’s very difficult to cancel, manage domains. I specially dont’ like that automatic billing. I like to do renew my domains manually and use bank account, paypal, or credit card.

    Reply
  • james August 25, 2009, 10:48 pm

    1&1 is the worst I ever had. I had a domain name with them and did not turn off auto-renew but have a expired card so I suppose it fail to renew and they will drop but they register under my name and use a company to send mailing with a invoice (higher fee) and letter saying that they will put you in court so you must find a lawyer. The only thing I could to was paid that big fee because don’t want to have problem with law. I never see this in my life. Other registrar or hosting don’t renew if your Credit Card fails!

    Reply
  • Sammy Ashouri August 25, 2009, 11:38 pm

    I was considering signing up with 1&1 till I had a couple close friends BEG me not to waste my time. The pricing was alright and I figured it’d be harmless. Ever since I decided NOT to go with 1&1 did I really read some HORRIFIC stories with that company.

    I had one friend get charged for hosting even after he canceled numerous times. What did a chargeback do? Like mentioned above, collection agency!

    Reply
  • SAL August 26, 2009, 3:34 am

    It appears 1and1 answered all the questions like our typical politicians. Nothing but a bunch of bull and NO results or changes.
    I have complained and written to them so moany times about that crap control panel.
    I am in the process of moving or canceling 700 domains.

    Reply
  • SL August 26, 2009, 5:47 am

    I’ve gone so far as to not even pursue auctions with 1&1 as the registrar. It’s just not worth the hassle to try and transfer later.

    Domainers who read a blog like this are (or should be) pretty savvy with the renewal process, AGP, 60-day rule, etc. Here we have two recent stories of 1&1 sending them to collections for domains that should have been dropped. If they got caught up in the 1&1 trap, what chance does a newbie have? None.

    So why use 1&1 for domain registration? There is plenty of competition out there like Namecheap, Moniker and yes, even Godaddy that won’t threaten you with a collections letter for an expired domain.

    Reply
  • Ozie Jackson August 27, 2009, 5:48 pm

    Assuming a 1 & 1 rep is reading this post, which they should be if they care about rebuilding their reputation, I think its telling that there has been no response from them to these complaints.

    Reply
  • Jay Snively September 9, 2010, 8:14 am

    A year or two ago I attempted to cancel a domain I had with 1 and 1 and later I found I had been billed for it again. I contacted support and they said they had no record of my cancellation and that I must have not confirmed the cancellation by clicking on the link in the email they sent.

    So I figured I goofed.

    Since then I have cancelled domains on three occasions and not once did I receive an email with a cancellation link as was supposed to happen per the cancellation process. The email address I have on file with them has no filters.

    I give people the benefit of the doubt, but this evidence points to a blatant ripoff.

    It also would be nice if their support agents could write English at least reasonably well.

    Reply
  • Martin September 21, 2011, 8:26 am

    Ive just had to fork out £76 to the debt agency for auto renewals i didnt want from 1&1, it stinks and they stink! It didnt help matters that both 1&1 employees i spoke to didnt speak great english so i struggled to understand there instructions to cancel my account, still dont fully understand.

    Reply
  • Steve Smith April 15, 2015, 1:52 pm

    I have not received my mail for 2 weeks and all they can do is give me the excuse that they are working on it I have used them for 7 years and now they can’t figure out how to forward my mail like they have done all along if its not fixed by tomorrow I will move my website to someone else

    Reply

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