Goodbye 1&1

Mark it in your calendars, make it a national holiday, today is the day! What has made August 18th, 2009 so special? Today is the day that I cancelled my account with 1&1.

So why did I cancel my 1&1 account after over five years as a customer? Here’s why:

– Outdated control panel that makes it very difficult to manage multiple domains

– Terrible technical support

– Same feature-set that came with my account back in 2004

– Terrible communication with customers and confusing billing options

Here are just a few examples of what finally drove me away from 1&1.

Suppose you move to a new city (which I did in September of last year). With services like GoDaddy or Name.com you can simply select all of your domains and update the information all at once. With 1&1 you have to select each domain individually and change the contact information. Since I originally had around 80 domains with 1&1 this took about two hours to do!! With GoDaddy or Name.com I can update hundreds of domains in about two minutes!!

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The control panel interface that 1&1 had back in 2004 was great five years ago. Since then there have been no changes – it’s still the same old control panel from 2004. Simple tasks I can do with other registrars and hosting providers take much longer with 1&1 since they have failed to upgrade with the industry. If you only have one domain this might not be a problem, but with multiple domains and databases this can be a nightmare!

1&1’s technical support takes the cake. There have been many times where technical support cannot solve my problem and tell me, “Sorry, I cannot solve your problem and there is nothing else we can do.” I then spend hours on Google and end-up solving the problem myself. When 1&1 sends me a survey asking about my experience. I always tell them how terrible it was and that my problem wasn’t resolved. I also go-out of my way to provide my contact information so someone can get in touch with me to follow-up about how this can be improved. Not once has anyone written back which makes me think these surveys are really not being used for anything!

Finally – and this one always gets me. When I call technical support and tell them that the Control Panel is outdated and their services have fallen behind – they agree with me! I’ve had a number of support agents say, “I know, we hear that all the time, but there is nothing we can do about it.” I’ll tell you this – if your own employees agree your service sucks…might be time to consider making some improvements.

Of course I’ve left-out the wonderful billing department. 1&1 is famous for reporting you to collections without warning if your credit card cannot be charged for a particular purchase. I went-out of the country for a month a little over a year ago. While I was gone an alert went on my credit card since i used it in Asia. I returned from my travels to find that 1&1 had sent my account to collections. Since they couldn’t charge $15 to my credit card they sent it to collection and the whole thing cost me about $75. I’m not the only one that has had this issue with 1&1 – SkyDomains wrote a great post today titled, 1&1 Took Me To Collections.

Just do a quick Google search for “1&1 reviews” and you’ll find thousands of other unhappy 1&1 customers. Here’s just an example of several hundred bad reviews about 1&1’s service: Read Reviews from WebHostingTestimonials.com.

So I finally hit my breaking point and called 1&1 on the phone and told them I wanted to cancel my account. They asked why, and I told them…their response, “I understand – it makes sense you would want to cancel.” No attempt to keep me as a customer, not a care in the world, just “see you later!”

After finally transferring my last domain out of my account I went to cancel.1&1.com and cancelled by account today. I actually feel as if a big weight has been lifted off my shoulder. I now keep my domains between three registrars that I know and love – Moniker.com, Name.com, and GoDaddy.com.

Normally when I post a negative review of a service someone from the company contacts me to give an explanation and share their side of the story. I encourage this and hope that someone from 1&1 could respond to my post or email me directly and give me their side of the story or some explanation. I’m not the only customer they have lost and more and more people are speaking-out about how bad 1&1 is.

Share your thoughts about 1&1! Have you used it? Loved it? Hated it! Share your voice and be heard!

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{ 8 comments… add one }

  • Patrick McDermott August 18, 2009, 7:14 pm

    “Share your thoughts about 1&1! ”

    1and1 does not register domains in real time.

    It takes 24 to 48 hours for the registration to go through.

    Meanwhile, someone else can register the domain.

    This is not theory.

    It happened to me several times which is how I came to realize the registration delay.

    Nowhere on their site do they tell you registrations are
    not in real time.

    When I called their “Customer Service” to complain, I was told: “That’s the way it is and there’s nothing we can do about it”.

    1and1 = 0

    Reply
  • mrx August 18, 2009, 10:24 pm

    Results 1 – 10 of about 1,200,000 for godaddy complaint

    Good luck.

    Reply
  • Cedrick Reese August 18, 2009, 10:57 pm

    I have domains registered there as well and would like to cancel my account. Can you provide a tutorial on how to transfer domains from 1&1 to another register? I also use Name.com

    Reply
  • Pimp Jason August 19, 2009, 3:07 pm

    Morgan,

    Glad you are leaving that hosting company! 1&1 has grown so fast in the US market that they forgot about one key component and that would be keeping the customer happy.

    Major advertising campaigns and cheap prices have been the only reason why they were able to spread in the US like wildfire.

    As domainers we need a dependable infrastructure and support team to grow with. Algthough 1&1 owns and operates its own datacenters through out the world, in my book that means nothing if the customer can’t get the proper support they deserve!

    If Godaddy ever gives you a problem look into hosting with hostgator.com, they have the best support that I have ever seen. If you need some coupon codes for them let me know!

    Reply
  • Ozie Jackson August 20, 2009, 6:27 am

    I remember when 1 and 1 firt came on the scene offering free website hosting for a year. For some reason their setup seemed a little odd to me and I never followed through with the freebie or becoming a customer. It sounds like I was fortunate to avoid them.

    I have had a love/hate relationship with GoDaddy and Enom but love Dynadot.

    Reply
  • Keith August 20, 2009, 2:29 pm

    I also used 1+1 and ran into the delayed registration issue. There control panel sucks compared to almost any other I have used which over the years have been several. Because of this I never went beyond registering more than 10 domains and I own over 3,500 Now I have like 4 there only cause they got me on renewal and I am transfering those out this week. I just started processing last night. I Use Name.com -pretty good overall and I like the ease of using google apps through them although over all they are higher price wise. I currently have approx 2,400 domains with them, Godaddy, I utilize because of their popularity, more people are familiar with them and their process and tend to be more willing to pay a little more for low end domains through them versus other registrars. I also usually get best prices through them than any other registrar more consistently utilizing their coupon codes of course. Also, they have one of the lowest transfer rates. I have roughly 900 domains with them. I also utilize MyDomain.com and did have a spat with them when they first changed from Dot Registrar who I used for several years but have gotten over that and their interface and process works nice. Renewals are actually cheapest for me through them. I currently have around 200 domains with them. Just My two Cents – Every registrar will have problems and a lot of will run into issues but as has been said here 1and1 needs to step up to the plate before its to late if they want to retain or gain any share of the doimain market
    Keith

    Reply
  • Mark Ford August 20, 2009, 8:12 pm

    Despite 1&1 being around for many years, they are still technically incompetent, utterly. Of all the compromised servers running worms etc, I have to say, 1&1 is up there as one of the most prolific.

    Reply
  • John August 22, 2009, 12:41 pm

    I made the mistake of getting a dedicated server at 1&1 about 5 years ago… biggest mistake of my life. The control panel leaves a lot to be desired, but beyond that mess, there was some weird issue with FTP. I’d upload files and that worked fine, BUT, get this, after I loaded files, none of my sites would load for about 5 minutes. If that one site I was loading had some issues, that might be one thing, but ALL the sites on my server were affected. They kept telling me there was nothing wrong, but clearly there was.

    Phone support was a joke, sometimes you’d get help, but often nothing. Other than that there was email and I can’t recall the last time I dealt with a company even a fraction of their size that used email for support. Ever hear of a trouble ticket system guys?!? So naturally if they couldn’t help you or simply didn’t want to help you, you just didn’t get a reply. No help, no accountability, complete and utter waste of my time and money.

    So I started my search again and found LiquidWeb… can’t praise them enough. They understand customer service. I don’t have many issues, but if anything ever pops up, they fix it right away. What a concept!

    Reply

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