1and1 support.. wow

fireklown · 06-27-2005, 09:14 AM

So I have a Managed Dedicated server through 1and1. Last night it went down around 7pm. I called their tech support around 9pm. I got a person who really didn't care what I had to say. She cut me off everytime I tried to talk, then put me on hold for 15 minutes. then came back, said they would have an admin look at it, if it wasn't up in a few hours call back .... click. She hung up.

So 2 hours later I call back, get someone different, pretty much the same thing, except this one told me to call back at 9am.

It came back up, but REALLY slow around 3am. Then at 7am went back down. So at 8:30 I call again. Get someone different, pretty much the same exact thing. I asked the person if I could have the trouble ticket number for my records, and also to give to them if I have to call back.

NO!!!

He said they aren't allowed to give ticket numbers out to customers.

huh?

THEN he told me not to bother calling back because there is nothing anyone on his end can do, I should just wait and sit tight and wait to get an email from one of the admins. I asked how long that would take. "Hopefully sometime today maybe, or maybe tomorrow sometime".

I just can't believe I've been blown off three time, and told to "sit tight" for a day or two and just wait for an email.

Bondings · 06-27-2005, 09:33 AM

I suggest that you make a review about your experience on webhostingtalk. A lot of those providers follow those discussions. If they see your very negative review they will react much quicker IMHO. And if they won't, then other people will consider twice before getting a new server from them.

Anyway, I hope for you your website will be up soon. A downtime for several days is really unacceptable.

funtoon · 06-27-2005, 01:03 PM

1and1 is not great in terms of support or help, If you have a problem you are stuck!

It has been disccuseed a lot of times on webhostingtalk

fireklown · 06-27-2005, 10:41 PM

well it came back up around 7pm tonight (was down 19 of 24 hours). I never did get any sort of resolution as to why it was down. Admin never emailed me, I called back to find out what the deal was, but said my account didn't have any tickets open (and I couldn't Ref. the previous ticket number since they refused to give it to me)

**Czar** · 06-28-2005, 12:40 AM

What does your service level agreement stipulate will happen in the case of unscheduled downtime?

Are you at least entitled to compensation by way of reduced or complimentary service charges for this month as a result of what appears to have been an unacceptably extended period of downtime?

fireklown · 06-28-2005, 02:19 AM

nope

Quote:

1&1 makes every reasonable effort to maintain operation of the 1&1 Services. However because many events and circumstances are beyond the control of 1&1, 1&1 does not in any way warrant or otherwise guarantee the availability of the 1&1 system or servers and is not responsible for any delay or loss of data, lack of connection, slow connection, or any other such issues whether due to the active or passive negligence of 1&1

**Czar** · 06-28-2005, 02:47 AM

That's painfully disappointing. Even if the line staff in the call centre weren't able to address your issues in detail, a customer-centric company would have responded to such a dramatic failure by issuing compensatory service or, at the very least, an explanation and sincere apology.

It always pains me to see such large companies failing to acknowledge the value of their smaller clients. This may be an isolated incident. If not, perhaps it's time to migrate to a company that offers more personal service to its hosting clients.

Ted S · 07-02-2005, 04:01 AM

Considering that a managed server from 1and1 costs $79 a month I'm rather shocked. While a far cry from a cluster array that server is the second highest hosting option I found on the 1and1 website and it is by no means a virtual host. I never expected much in the way of support when 1and1 had their huge free services giveaway, after all, supporting free clients is hard. But when you rent a server or a partial server service (at least a response) is pretty much mandatory. I recommend you take a look at ev1servers or severmatraix. Both have machines in around the same price range and both will at least give you a ticket number when you call and from my experiences, they actually send a tech out the same day (normally the same minute) too!

06-27-2005, 09:14 AM	#1
fireklown Registered User Join Date: Dec 2003 Posts: 563	1and1 support.. wow So I have a Managed Dedicated server through 1and1. Last night it went down around 7pm. I called their tech support around 9pm. I got a person who really didn't care what I had to say. She cut me off everytime I tried to talk, then put me on hold for 15 minutes. then came back, said they would have an admin look at it, if it wasn't up in a few hours call back .... click. She hung up. So 2 hours later I call back, get someone different, pretty much the same thing, except this one told me to call back at 9am. It came back up, but REALLY slow around 3am. Then at 7am went back down. So at 8:30 I call again. Get someone different, pretty much the same exact thing. I asked the person if I could have the trouble ticket number for my records, and also to give to them if I have to call back. NO!!! He said they aren't allowed to give ticket numbers out to customers. huh? THEN he told me not to bother calling back because there is nothing anyone on his end can do, I should just wait and sit tight and wait to get an email from one of the admins. I asked how long that would take. "Hopefully sometime today maybe, or maybe tomorrow sometime". I just can't believe I've been blown off three time, and told to "sit tight" for a day or two and just wait for an email.

06-28-2005, 12:40 AM	#5
Czar Join Date: Aug 1999 Location: Gold Coast, Queensland, Australia Posts: 9,455	What does your service level agreement stipulate will happen in the case of unscheduled downtime? Are you at least entitled to compensation by way of reduced or complimentary service charges for this month as a result of what appears to have been an unacceptably extended period of downtime? __________________ Czar Follow Geek/Talk's Twitter Feed to stay up to date with new discussion threads and online ad industry highlights. Important GeekVillage Links: Home \| Rules \| Posting Guide \| Report Trouble \| Feedback \| Advertise on GV

06-28-2005, 02:47 AM	#7
Czar Join Date: Aug 1999 Location: Gold Coast, Queensland, Australia Posts: 9,455	That's painfully disappointing. Even if the line staff in the call centre weren't able to address your issues in detail, a customer-centric company would have responded to such a dramatic failure by issuing compensatory service or, at the very least, an explanation and sincere apology. It always pains me to see such large companies failing to acknowledge the value of their smaller clients. This may be an isolated incident. If not, perhaps it's time to migrate to a company that offers more personal service to its hosting clients. __________________ Czar Follow Geek/Talk's Twitter Feed to stay up to date with new discussion threads and online ad industry highlights. Important GeekVillage Links: Home \| Rules \| Posting Guide \| Report Trouble \| Feedback \| Advertise on GV

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06-27-2005, 09:33 AM	#2
Bondings Registered User Join Date: Dec 2004 Location: Belgium Posts: 282	I suggest that you make a review about your experience on webhostingtalk. A lot of those providers follow those discussions. If they see your very negative review they will react much quicker IMHO. And if they won't, then other people will consider twice before getting a new server from them. Anyway, I hope for you your website will be up soon. A downtime for several days is really unacceptable.

06-27-2005, 01:03 PM	#3
funtoon Registered User Join Date: Apr 2001 Location: India Posts: 402	1and1 is not great in terms of support or help, If you have a problem you are stuck! It has been disccuseed a lot of times on webhostingtalk

06-27-2005, 10:41 PM	#4
fireklown Registered User Join Date: Dec 2003 Posts: 563	well it came back up around 7pm tonight (was down 19 of 24 hours). I never did get any sort of resolution as to why it was down. Admin never emailed me, I called back to find out what the deal was, but said my account didn't have any tickets open (and I couldn't Ref. the previous ticket number since they refused to give it to me)

07-02-2005, 04:01 AM	#8
Ted S Registered User Join Date: Sep 1999 Location: Irvine, California Posts: 667	Considering that a managed server from 1and1 costs $79 a month I'm rather shocked. While a far cry from a cluster array that server is the second highest hosting option I found on the 1and1 website and it is by no means a virtual host. I never expected much in the way of support when 1and1 had their huge free services giveaway, after all, supporting free clients is hard. But when you rent a server or a partial server service (at least a response) is pretty much mandatory. I recommend you take a look at ev1servers or severmatraix. Both have machines in around the same price range and both will at least give you a ticket number when you call and from my experiences, they actually send a tech out the same day (normally the same minute) too!