Mail www.mail.com Review

Overall Rating

Best range of services, and reliable, if slow. Premium service reasonably priced if you want the full range.

webmail slow to load, frustrating to use. Website badly thought out, badly run, offering non existent, out of date services . All in all, dreadful customer service, creates the strong impression they could not care less. A great pity.

I have been using mail.com platinum premium service for the last 4 years, and they are reliable, but ve-r-y slow if you are using webmail. The website also is clumsily and carelessly designed - expected links absent or difficult to find (and the home page is just tacky) so finding your way around is not very intuitive. Some of the email functionalities (search options) only work if you use the classic email format, and they do not tell you that, of course, until you email them.

How-ever it has now got worse....when it came to renewing my subscription this time, I got the usual email from them with instructions. Which did not work. Could not find anything to click on. I (eventually) found out (after several days waiting for them to reply to my email) that they had discontinued that particular service. But they don't tell you that up front, or, in fact, anywhere on their website . including the help files, or in their email telling you to renew your subscription.....for a now non-existent service. If you look for the old service there it is still, until you click on it and then you just get redirected to a new page which brightly offers you only one, different service,and not the range of choices described everywhere else on the website, and no explanations for the discrepancy anywhere..

To cap it all, when you write to them, their billing/xcustomer support refuses to acknowledge they are in error, let alone apologize or update their website. Something very wrong here. From my long experience of doing business, this is how small companies tend to behave when they are about to go out of business, not how large companies behave when they are competing for market share in a competitive environment. Seems to me management needs to get on the case. Fast.

Net result is I can now only get a one year subscription, albeit without a significant price hike. This is because what they have done is to eliminate all of the paid services except one, (the most expensive of course) premium service, forcing all their paying customers to pay top whack for services they may not need. And they have not been transparent about it. Like telling existing customers about the changes, or even consulting them about their needs in advance (that would be creative, changing environment and all that.....)
This is a pity, as they are the only webmail, I think, to offer such a wide range of services, with both mail forwarding from expired addresses and the chance to choose your domain name.

Bottom line is, if they do not get their act together, I will thing twice about renewing next year. I need a fast webmail service with well designed links. I hate to say it, but they should look at BT Yahoo! premium email to see how it is done. ( I have an account there too, so I have been able to compare the services quite closely).

How can they be so short sighted? This is an area of growing competition from the majors, and they need to be on the case, 24/7. Someone in the organisation is just not doing their job....