hosted by liquidweb


Go Back   Web Hosting Talk : Web Hosting Main Forums : Web Hosting : my 1&1 Internet horror story
Reply

Forum Jump

my 1&1 Internet horror story

Reply Post New Thread In Web Hosting Subscription
 
Send news tip View All Posts Thread Tools Search this Thread Display Modes
  #1  
Old 03-18-2007, 05:50 PM
elGordo elGordo is offline
Newbie
 
Join Date: Feb 2005
Location: Toronto, Ontario, Canada
Posts: 12

my 1&1 Internet horror story


Although this was a little bit of a trip through hell, I have to say that my recent experiences with 1&1 have been educational. Although my situation definitely wouldn't apply to the vast majority of their clients, it still showed me what 1&1 "Customer Service" is all about.

It all happened when I applied to transfer my domain from 1&1 to my new webhost company (HostRefugee.com). Unlocked and applied for the transfer as usual. Now, the one thing I think everyone needs to know about 1&1 is that anything involving them losing money and/or transferring things away from them...well, they just take their sweet time. After a week there was no transfer. Emails and queries went unanswered.

Now, this is where I admittedly made a dumb mistake - I cancelled my Package with them before the domain transfer had been processed (was it ever going to be processed, I sometimes wonder?). Although the transfer request went through way before, the cancel was effected immediately. Suddenly, my domain was PENDING DELETION! (Thanks to Vince at HostRefugee who had been keeping an eye on it for me...without his alert I might have lost my domain!).

Now this part of the programme is chalked up to me learning from my dumbass mistake. For those of you who didn't know:

- retrieving a domain name from PENDING DELETION must be done by the original registering company. 1&1 seems to keep a tight grip on domains registered as part of their free packages; if you get a domain with them, as I later read in their TOS, you CANNOT transfer it for 60 days.

- 1&1 charges USD40 for domain retrieval. Moreover, they will only retrieve your domain if you have an active account with them to pin it on...so on top of this charge I had to RE-register for a beginner package just to get my domain back. There's a 90-day refund policy, so the latter is more of a pain in the *** than anything else.

- To retrieve the domain you have to wait for them to email you a link to a special page you fill out, sign, and fax to them. THEN you have to call their billing dept. to...well, I don't really KNOW why since the form authorizes the USD40 debit, so...umm.....uhh... Now this wouldn't have been quite so bad were I not in Australia so I have to wait until the wee hours of the morning to call them...

- But I was very fortunate to have gotten DAN. Dan was my "Customer Service Agent" in the Billing Dept. As a customer, I feel I should heartily apologize for calling at approx. 8:05am their time with an urgent matter...after all, they open at..well, 8am. Apparently I had woken up poor Dan, as he wasn't sounding too happy with me. Or maybe he was narcoleptic...his finger must have slipped on to the HOLD button, cutting me off in the middle of a question so he could "see what he could see." Undoubtedly the rudest, most apathetic and condescending service agent I have ever dealt with.

And for the icing on the cake...the official notification that my domain had been restored came several days after it had come back AND Vince at my new hosting company had notified me he had seen it restored as well.

I'll be the first to admit my own mistake in this matter, and that this is a relatively unique situation almost certainly beyond the pale of most customer issues...but both the timeframe of their correspondence with me (after having spoken to their agents in person about my problem) and the "customer service" I received are completely unacceptable.

Never again with the cookie-cutter McWebsite-meisters at 1&1.

Reply With Quote


Sponsored Links
  #2  
Old 03-18-2007, 05:59 PM
mrbister mrbister is offline
Web Hosting Master
 
Join Date: Apr 2003
Location: Sweden
Posts: 1,059
Thanks for sharing the story with us - I guess you're not alone regarding the domain issues with 1&1, I think there were some posts earlier about it also. Hope you've better luck with your new registrar/hosting company and that others who search for 1&1 find this thread.

__________________
-Mr Bister

Reply With Quote
  #3  
Old 03-18-2007, 06:10 PM
BluewaveHosted BluewaveHosted is offline
Web Hosting Master
 
Join Date: Nov 2003
Location: Chicago
Posts: 559
we register domains with 1and1 ever since they opened business. we hever had any issues.

__________________
Custom servers are a bliss | YM: bluewavehosted

Reply With Quote
Sponsored Links
  #4  
Old 03-18-2007, 06:16 PM
mrbister mrbister is offline
Web Hosting Master
 
Join Date: Apr 2003
Location: Sweden
Posts: 1,059
Quote:
Originally Posted by tinuzzo
we register domains with 1and1 ever since they opened business. we hever had any issues.
Yes, but have you tried to move your domain name an cancel the account as the customer above? As far as I can see from his posts he didn't have any issues signing up.

__________________
-Mr Bister

Reply With Quote
  #5  
Old 03-18-2007, 06:31 PM
BluewaveHosted BluewaveHosted is offline
Web Hosting Master
 
Join Date: Nov 2003
Location: Chicago
Posts: 559
yes, many times. we transfered domain TO and FROM 1and1 without any issues. If you READ and AGREE to their TOS when you signup, you KNOW what and when needs to be done to make sure you have no errors.

As proof, our last transferred to domain is zappcenter.com (u can check domain history) and again: NO errors whatsoever...

__________________
Custom servers are a bliss | YM: bluewavehosted

Reply With Quote
  #6  
Old 03-19-2007, 08:02 PM
elGordo elGordo is offline
Newbie
 
Join Date: Feb 2005
Location: Toronto, Ontario, Canada
Posts: 12
Quote:
Originally Posted by tinuzzo
we transfered domain TO and FROM 1and1 without any issues. If you READ and AGREE to their TOS when you signup, you KNOW what and when needs to be done to make sure you have no errors.
I'm glad your experience has been good, but I will reiterate what I said:

1. Although the TOS makes the usual allowance for it, nowhere in their TOS is the fee mentioned; it's in the FAQ which as I'm sure you know is quite different.

2. As I mentioned before, my problem wasn't so much with being penalized for my own mistake; I accept responsibility for that. However - USD40 is extortion-rate, but even THEN, fine, people shaft you for money all the time. My REAL problem is with the unprofessional, lacklustre and just blatantly RUDE customer service I've experienced with them PLUS the unwieldy bureaucracy and hoop-jumping PLUS the fact that it took them over a week AFTER the change had been made to notify me.

Again, I'm glad your experience has been better. I am curious, though, tinuzzo - if/when you've applied for domain transfers AWAY from 1&1, do they make you wait the whole 60-day period? Or have you never had to do it within that timeframe?


Last edited by elGordo; 03-19-2007 at 08:05 PM.
Reply With Quote
  #7  
Old 03-19-2007, 10:59 PM
GrandpaD GrandpaD is offline
Junior Guru Wannabe
 
Join Date: Sep 2006
Posts: 84
I've had domains with 1 and 1 in the past and like tinuzzo, I transfered them to another registrar with no problems. Transfer took about 5 days and there was no charges for any of them from 1 and 1. At the present time I only use their hosting services.

Reply With Quote
  #8  
Old 03-20-2007, 06:05 AM
Trinity70 Trinity70 is offline
Web Hosting Guru
 
Join Date: Dec 2006
Posts: 280
Quote:
Originally Posted by GrandpaD
I've had domains with 1 and 1 in the past and like tinuzzo, I transfered them to another registrar with no problems. Transfer took about 5 days and there was no charges for any of them from 1 and 1. At the present time I only use their hosting services.
How much do you pay for your domain transfer?

Reply With Quote
  #9  
Old 03-20-2007, 08:21 AM
GrandpaD GrandpaD is offline
Junior Guru Wannabe
 
Join Date: Sep 2006
Posts: 84
I paid 6 or 7 dollars (it's been awhile; I'm not exactly sure) to the registrar I was transferring to, ipowerweb. They extended my registration for one year, so in effect I paid nothing for the transfer. That seems to be the norm with all hosting companies.

Reply With Quote
  #10  
Old 03-20-2007, 09:26 AM
ldcdc ldcdc is offline
Retired Moderator
 
Join Date: Oct 2002
Location: EU - east side
Posts: 21,915
Quote:
if you get a domain with them, as I later read in their TOS, you CANNOT transfer it for 60 days.
Actually, that's well within their rights:

Quote:
The Registrar of Record may deny a transfer request only in the following specific instances...)

8. A domain name is in the first 60 days of an initial registration period.
http://www.icann.org/transfers/policy-12jul04.htm

Quote:
That seems to be the norm with all hosting companies.
Registrars you mean...

Reply With Quote
  #11  
Old 03-21-2007, 04:48 AM
aldee aldee is offline
Web Hosting Master
 
Join Date: Oct 2003
Posts: 566
Actually that's a registry policy that applies to every registrar.

Reply With Quote
  #12  
Old 03-21-2007, 05:41 AM
butleger butleger is offline
Web Hosting Guru
 
Join Date: Nov 2006
Posts: 315
Quote:
Originally Posted by aldee
Actually that's a registry policy that applies to every registrar.
But it can be different in different companies.

Reply With Quote
  #13  
Old 03-21-2007, 06:01 AM
aldee aldee is offline
Web Hosting Master
 
Join Date: Oct 2003
Posts: 566
Quote:
Originally Posted by butleger
But it can be different in different companies.
The 60 days restriction? No.

Reply With Quote
  #14  
Old 03-21-2007, 11:44 AM
TajByte TajByte is offline
Newbie
 
Join Date: Dec 2006
Posts: 24
Thanks for sharing the story with us!

Reply With Quote
  #15  
Old 03-21-2007, 12:01 PM
Martie Martie is offline
Texas Female
 
Join Date: Mar 2000
Location: San Antonio, Texas
Posts: 3,689
Quote:
Originally Posted by butleger
But it can be different in different companies.
Nope thats from ICANN and has nothing to do with what registrar is being used.

__________________
HostCaters.com - Quality Web Hosting - Under A Gig! - Since 1999

Reply With Quote
Reply

Related posts from TheWhir.com
Title Type Date Posted
The Growth of Mobile in India with Google’s Kartik Taneja Web Hosting News 2013-10-17 11:40:52
OpenStack and the AWS API Debate Web Hosting News 2014-05-09 12:40:29
CloudBeat 2012 Web Hosting Events 2012-11-20 15:35:02
Weekend Reading: Top Web Hosting Stories from the Week of September 3 to 7 Web Hosting News 2012-09-08 16:45:33
Data Center Catharsis: Secrets of Dealing with Telcos Blog 2012-09-07 12:40:19


Thread Tools Search this Thread
Search this Thread:

Advanced Search
Display Modes
Postbit Selector

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is Off
HTML code is Off

Forum Jump
Login:
Log in with your username and password
Username:
Password:



Forgot Password?
Advertisement:
Web Hosting News:



 

X

Welcome to WebHostingTalk.com

Create your username to jump into the discussion!

WebHostingTalk.com is the largest, most influentual web hosting community on the Internet. Join us by filling in the form below.


(4 digit year)

Already a member?