Abusing Customer Trust & Poor Service

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One www.one.com
★☆☆☆☆
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Braedon179's review of One www.one.com

“Abusing Customer Trust and Poor Service”

★☆☆☆☆

written by Braedon179 on 20/05/2014

As most of the reviews about One.Com, I'm disgusted by the poor service and tricks that this Dubai-Based company is using to get customers to renew automatically the subscription.

Creating an account is easy and not expensive but when it comes to stop using them, you need to cancel the auto subscription by sending an email. In my case they sent letter by post (to my old address) and their emails went to my spams box. As their do not use the phone, their is no one to call you.

After contacting them, they only write basic and standard email to remind you about the 30 days and T&Cs !

Automatic renewal is NOT clearly highlighted on their website and the process should be more straight forward !

AVOID ONE.COM - DO NOT USE THEM - TRUST A HOST COMPANY BASED IN THE EU OR THE US !

  • Value For Money

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One.com's Comment

Written on: 27/05/2014

Hi,

I'm very sorry to hear you have had a bad experience with our services. Let me try and clarify some points for you.

The company One.com was originally established in 2002 in Denmark. We have offices in Copenhagen, Dubai and also India. Only a part of the company is located in Dubai. Most of our support and our managers are located in Copenhagen. You can find more about the history of our company on our website.

We are glad to hear you find the creation of accounts simple and inexpensive. For the cancellation, we offer two methods. You can either cancel via the link of cancellation that gets sent to the registered email address for the account, or you can send a written request so our customer support can process the cancellation for you.

To receive the link to cancel, you can either contact us by email, but if you are in a rush, we also offer a 24/7 Live Help that can easily send you the link to cancel, so you can process the cancellation as fast as possible,

One.com does not provide telephone support, the reason being that it is impossible to offer a quality product at an attractive price without making some compromises. We have decided to compromise on human resources rather than the technical; thus, we have not employed a team of hotline personnel waiting to answer customer telephone enquiries.

The cancellation email is indeed the same for all, but if you have any questions concerning the procedure, we gladly personalise the response to your question.

Our auto-renewal policy is applied to all our customers and you can find it in our FAQ, in our terms of business, second paragraph and in your renewal email sent to you 60 days before the anniversary date of your account.
In this renewal email you can read the following text:
"One.com renews your subscription automatically to maintain safety for your data and for your domain. Automatic renewal ensures that an oversight of payment due to a vacation or missing update of address will not cause loss of data and lost domain."
This way you get informed of the pending renewal of your account.

We would very much like to investigate your case further, if you would let us. For that, please contact our Customer Care department directly via email. We hope to hear from you.

Regards,
Stephanie / One.com

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