DO NOT TOUCH THIS COMPANY

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miracles's review of 1and1 www.1and1.co.uk

★☆☆☆☆

“DO NOT TOUCH THIS COMPANY”

Written on: 27/08/2012 by miracles (2 reviews written)

Trust me, I have used them for some 10 years.
1.They cheat you on pricing/billing (quote per month, then charge 3 months upfront at a time, and add hidden VAT, which is not displayed in the pricing screen, but only in the contract terms). They're also trigger-happy with extra charges sent out of the blue, contravening what they say in the advertising. On one occasion, entirely fed up, I had these extra charges refunded after plain speaking. The way they steal your money is they have your card details on their system. Beware!!
2. The MyWebsite system: I used the 'Blurred' template, spending hundreds of hours, and therefore thousands of pounds, only to find the template required 200 sub-pages in order to fill up the left-hand column. They provided a complimentary re-coding of the area, but failed on one site I had made, to put this right, and refused to put their further error right, saying I'd had my 'complimentary' recoding. On the other site, same thing, except they failed twice before refusing to put it right.
3. Finally, I had to write off thousands of pounds of work, or live with a lop-sided site, or one with an empty left-hand column, or one leading to around 25 blank pages, or worse. On complaining, all they offered me was (after much arguing with me, and complete and utter rudeness) was to release me from the contract - but - wait for it - no refunding of hosting fees!! The THOUSANDS OF WASTED POUNDS IN MY TIME SPENT LEARNING THE SYSTEM, AND BUILDING ON A USELESS TEMPLATE WEREN'T EVEN MENTIONED.

I am not saying this to be vindictive. Please believe me, I am just trying to warn you what will happen if you do the same as me.
AVOID THIS COMPANY LIKE THE PLAGUE!

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Miracles's Response to miracles's Review

Written on: 28/08/2012

FROM SAME POSTER AS REVIEW ABOVE (TRUE COPIES OF QUITE UNBELIEVABLE CORRESPONDENCE - BE WARNED!!!!!):
1. "Dear Sirs,

*COMPLAINT*
*Customer number xxxxxxxx*

After hundreds of hours spent training and working on the MyWebsite
application, building 2 sites on the 'Blurred' template, I found the
template was unusable due to the left-hand column being faulty. It needed
either 200 sub-pages to fill it in, or to be re-coded. When I asked for
re-coding 3 times on both sites, the re-coding team got it wrong all 3
times, and the template became more of a mess, and more unusable, taking
more and more of my time, and money.

Having cancelled my contract with yourselves, and having lost thousands of
pounds on the projects, I am nevertheless expecting future letters from you
saying I have to pay certain amounts because I signed up for one year on
each count.

I therefore write to warn that not only do I not owe YOU any more money -
which it would be an OUTRAGE to ask for - but YOU owe ME thousands of
pounds. If you have a suggestion as an equitable solution to this
situation, I am willing to listen. I am NOT, however, willing to spend more
money-draining time on this useless system, and furthermore if you send me
more bills, I will consider taking action against yourselves.

Yours sincerely"

2. "Dear xxxxxxxxx xxxxx,

Thank you for contacting us.

Unfortunately, as I’m sure that you’re already aware, you have signed up for this MyWebsite service under special circumstances.

In the promotion of this particular service, we have offered new and existing customers discounted rates for this MyWebsite service. In exchange for these discounted prices, our customers agree to a 12-month minimum contract term (MCT) agreement. However, we do not wish to push our customers into these terms until our customers have had an opportunity to try this service for themselves.

This is why these discounted rates and these minimum contract term agreements do not take effect until AFTER the advertised 30-day FREE trial has expired.

Should you have chosen to cancel this service during the 30-day FREE trial, you could have done so through any of our Customer Advocate Teams over the phone or you could have cancelled the account yourself through our online cancellation website at http://cancel.1and1.co.uk with your Customer ID and password.

Please contact our MyWebsite Support Team to better utilize this service and to maximize your website personalization:

UK Support: 0800-731-8994
UK Cancellation: 0800-731-8993

mywebsite@1and1.com

Thank you.

If you have any further questions please do not hesitate to contact us.

--
Sincerely,
Customer Service
1&1 Internet Inc"

3. "COMPLAINT

You have not responded to my complaint.

Please try and read it, if possible, and answer more appropriately.

Any 18-year-old could do better than you have - in the UK, we call this 'use of reasonable care and skill'.

Please try again, reading my complaint properly, and using it - thankyou"

4. "Dear xxxxxxxxx xxxxx (Customer ID: xxxxxxxx),

Thank you for contacting us.

No, I read your complaint very closely -- however, you seem to think that your unfortunate experience here makes you an exception to the rules and policies that govern all 1&1 customers. It does not.

An agent - regardless of age - can easily ask a customer to obey the rules. If a customer did not want to be obligated to a contract, they should not have signed up for that contract in the first place. This contract is not dependent on enjoyment of the service, nor does it void if the customer does not like the support agents they have been speaking to.

I apologize sincererly if you have had issues with our customer service staff. For this inconvenience, I will happily extend one free month to delay the processing of your invoice for one month. I'd be more than happy to do that.

However, if you are asking for a 1&1 agent to defy standing policy here by releasing you from this contract and/or issuing you a refund, I'm afraid that cannot be done. My sincerest apologies"

5. "COMPLAINT
Sale of Goods and Services Act 1974
You are miscomprehending the point.

I have to say, it does look deliberate on your part.

The template was not suitable for small business, as you say, because it demanded 200 or so sub-pages.

This makes it 'unfit for the purpose' for which it is intended - small business.

After spending hundreds of hours on it, the least I would expect would be that the complimentary re-coding would make it possible to reduce those pages to a suitable number, but you did not, or could not, perform that function, and I was unable to use the template accordingly.

You are liable, therefore, for a great deal of wasted time, and frustration of myself, as your customer.

Under the Sale of Goods and Services Act 1974, you are liable for this situation as the one who offered the product to me, then could not perform.

No matter, if you cannot or do not want to comprehend - you cannot in law negate your responsibility to provide a usable site. Should you wish not to address my complaint seriously, I will of course consider my options to pursue the matter with the appropriate authorities, and place suitable reviews of your 'service' online.

I am giving you one last chance to respond. I'm afraid I will not be making any more payments unless you do so satisfactorily.

Yours"

6. "Dear xxxxxxxxx xxxxx (Customer ID: xxxxxxxx),

Thank you for contacting us.

"This makes it 'unfit for the purpose' for which it is intended - small
business.
" -- In order for your argument to hold water, this needs to be prefaced with "In my opinion" -- because this is what we're arguing here, your opinion of the product's suitability for small businesses.

In fact, the MyWebsite product is primarily used for small businesses with great enjoyment and enthusiasm from the majority of participating business owners. I am sorry that you have not enjoyed your service here.

For instance, one of your issues stems from this: You wanted to use .wav files instead of .mp3 files to play music. This is akin to saying a car is unfit to drive because you'd rather fill it with water than gasoline - and because internal combustion is not possible in a standard engine using water, that the car manufacturer is in violation of the Sale of Goods and Serivices Act 1974.

(NOTE FROM FORMER 1&1 INTERNET CUSTOMER IN CORRESPONDENCE WITH THEM HERE: THE MUSIC WAS "NOT" 'ONE OF MY ISSUES'. WHAT ACTUALLY HAPPENED WAS I CONVERTED WAV FILES TO MP3 FILES WITH THE ASSISTANCE OF CUSTOMER SERVICE QUITE SATISFACTORILY WHEN THE WAV FILES WOULD NOT PLAY, BEING TOO LARGE TO UPLOAD/QUICKLY ENOUGH. THIS IS WHY THIS WAS "NOT" PART OF MY COMPLAINT!!!)

In the interests of resolving this issue amicably, I am willing to release you from your contract here. I can not, however, issue a refund.

Here is what I can do for you as an escalated complaints agent to help rectify your cancellation issue:

I can set the MyWebsite Contract to cancel immediately.
This will forgive any contract terms to which you are currently obligated on this specific package.
You will not be billed again for this service.

However, I will not be able to both void this contract and extend a refund to you, as well. My sincerest apologies for this inconvenience.

Is this acceptable to you?

If you have any further questions please do not hesitate to contact us.

--
Sincerely,
Customer Service
1&1 Internet Inc"

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