DeNiaL
03-02-2006, 02:25 PM
Hey,
I've finally come to the point where I've had enough of 1and1 UK's bad customer service and I'm even yet to receive my product I ordered. I'm posting here to tell the world to avoid 1and1 UK at all costs, as they are quite simply useless and cowboys who are more than willing to take your money.
This all began earlier last month on 7th February when we placed an order for a Root I Server with unlimited bandwidth. All seemed great to begin with, the account activation went smoothly and we began to wait patiently for our new server to come online.
1 week passed and we began thinking to ourselves where is our server? From previous experiences from better companies, we expect our new box to be online in 48 hours maximum (Layered Technologies did it in even less). Later in the week, still no server... so it was a phone call to 1and1 to find out what was going on.
After being in a queue for 30 minutes finally managed to get through, only to find the VOIP line they were clearly using kept freezing and I couldn't understand a word the support guy was saying. After repeating ourselves 20 times, I finally got the answer our server will be online within the next week. My first impressions of 1and1 UK support were not good.
A week went by and still no sign of a server. Therefore, it was on the phone again to 1and1 Internet. During this call I was told there was a hardware shortage and new stock was on order and will be at the data centre shortly. It was also explained that they had exceed there predicted sales forecast. A 100mbit server with unlimited bandwidth... you don't need to be Einstein to work out these will go by the lorry load. It was just more poor excuses from our friends at 1and1. Again like the previous call I was promised it would be online within the next 7 days. Would 1and1 Internet keep their word this time... have a guess?
Another week gone and still no server. Again, I made another call to 1and1 Internet. Like the previous phone call I was given the same excuse, but told it could be more than a month till I get my new server. I asked why it would take a month and a half to order a server, screw it into a rack and plug it in... I got no answer. Not satisfied with this I asked to speak to a manager or supervisor who promised me, he would personally look into the issue and call me back the next day. I’m still waiting for that phone call.
From then customer service has just hit rock bottom for me, constantly being placed on hold and even on a few occasions cut off. However, I have had some promising news from them just now when I rang them up again. We are now 16th on the server waiting list where 2 weeks ago we were 24th. But somehow I don't think this is because 1and1 Internet have installed more servers, I think people got bored and cancelled.
We were also told by the lady on the phone, the previous server shipment had hardware faults and new shipment was on the way to the data centre. It's just excuse after excuse for awful customer service. Like most of the other calls, I was once again given the promise my server will be online in 7 - 10 days. Somehow I think in 10 days time, I will still be waiting.
So far all I’ve got to show for using 1and1 UK is a ever increasing phone bill and a headache from the nightmare I’ve let myself into. If you seriously are thinking about getting a 1and1 UK server, please read this and think again. The horror stories about 1and1 really are true. I'll keep you updated.
To be continued... mwhaha.
I've finally come to the point where I've had enough of 1and1 UK's bad customer service and I'm even yet to receive my product I ordered. I'm posting here to tell the world to avoid 1and1 UK at all costs, as they are quite simply useless and cowboys who are more than willing to take your money.
This all began earlier last month on 7th February when we placed an order for a Root I Server with unlimited bandwidth. All seemed great to begin with, the account activation went smoothly and we began to wait patiently for our new server to come online.
1 week passed and we began thinking to ourselves where is our server? From previous experiences from better companies, we expect our new box to be online in 48 hours maximum (Layered Technologies did it in even less). Later in the week, still no server... so it was a phone call to 1and1 to find out what was going on.
After being in a queue for 30 minutes finally managed to get through, only to find the VOIP line they were clearly using kept freezing and I couldn't understand a word the support guy was saying. After repeating ourselves 20 times, I finally got the answer our server will be online within the next week. My first impressions of 1and1 UK support were not good.
A week went by and still no sign of a server. Therefore, it was on the phone again to 1and1 Internet. During this call I was told there was a hardware shortage and new stock was on order and will be at the data centre shortly. It was also explained that they had exceed there predicted sales forecast. A 100mbit server with unlimited bandwidth... you don't need to be Einstein to work out these will go by the lorry load. It was just more poor excuses from our friends at 1and1. Again like the previous call I was promised it would be online within the next 7 days. Would 1and1 Internet keep their word this time... have a guess?
Another week gone and still no server. Again, I made another call to 1and1 Internet. Like the previous phone call I was given the same excuse, but told it could be more than a month till I get my new server. I asked why it would take a month and a half to order a server, screw it into a rack and plug it in... I got no answer. Not satisfied with this I asked to speak to a manager or supervisor who promised me, he would personally look into the issue and call me back the next day. I’m still waiting for that phone call.
From then customer service has just hit rock bottom for me, constantly being placed on hold and even on a few occasions cut off. However, I have had some promising news from them just now when I rang them up again. We are now 16th on the server waiting list where 2 weeks ago we were 24th. But somehow I don't think this is because 1and1 Internet have installed more servers, I think people got bored and cancelled.
We were also told by the lady on the phone, the previous server shipment had hardware faults and new shipment was on the way to the data centre. It's just excuse after excuse for awful customer service. Like most of the other calls, I was once again given the promise my server will be online in 7 - 10 days. Somehow I think in 10 days time, I will still be waiting.
So far all I’ve got to show for using 1and1 UK is a ever increasing phone bill and a headache from the nightmare I’ve let myself into. If you seriously are thinking about getting a 1and1 UK server, please read this and think again. The horror stories about 1and1 really are true. I'll keep you updated.
To be continued... mwhaha.