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★★★★☆

“Problem resolved”

Written on: 22/05/2014

We all making mistakes of reviewing our purchase atet we have made it and found problems. It twists the knife of the problem to realise it was your own mistake for purchasing, given the negative reviews out there. So here is a more positive story.

Yes 1and1 mislead with their impact advertising of 1.49 a month, but to be fair they do have a package at that price point which works.

However, they resolved my problem with very prompt action and I got the feeling this company genuinely wants to provide good service and give a good deal.

It only takes a change of heart at the top for a terrible company to become good.

Problem

1) I signed up for an e mail address and used it to print business cards (no going back)
The address was forwarding only, which means I had the incoming e mails forwarded to my existing yahoo address.
When I sent e mails, they only went from my yahoo address.

I needed a separate account in my mac mail (would be the same with outlook) where I can see the e mails in one place and respond or send from this account.

Resolution came after a couple of phone calls, where they diligently took me through changes on screen to set me up and I was running. In this call there was no mention of increasing the price. I was happy.

Problem

2) I had a monthly invoice for over £30

I sent an e mail and within 48 hours received an e mail back telling me that there was no error and that these were the packages I was on.

I controlled my anger, resigned myself to a long haul and promised myself I would treat this as a challenge that I would not get angry about.

I responded by reply to the e mail and had a further response within 12 hours giving a number and asking for a convenient time they could call.

They called the following day and promised to escalate the billing complaint, but talked through on screen changes to remove the higher level account I was on and set me up on a value account that achieves my needs.
This took over an hour on the phone and it also involved them taking over my computer.

They stayed on the phone for the testing to ensure it all worked. They appeared genuinely concerned about my earlier phone call that had inadvertently increased the package on and located the recording. They respectfully said that I had upgraded to the higher package prior to the phone call (I had been tinkering), but were happy to reduce me to the appropriate package.

By the end of the phone call an e mail was there to say they were reducing my package level and I woke the following morning to find a credit note in an e mail.

I often use the adage "the true measure of a service company lies in their ability to resolve problems" and in this case, 1and1 came up to the mark.

Yes the problem should not have been there to begin with and wherever the fault lay, the problem could be averted with clearer marketing, but I expected a long drawn out fight and got a genuinely concerned response with a prompt solution

Thank you 1and1

Rupert