My 1&1 Feedback

Today I called — yes called — 1&1 so I could cancel my hosting with them. A few hours later, I got an email asking for me to fill out a short survey about my experience. There was a box at the bottom asking for “any further comments or suggestions.” Here’s what I wrote:

Four points. First, I wanted to keep my domains with 1&1 but cancel my hosting. I called the 800 number over the weekend. I was told that sales is only available Monday through Friday, but that I could go to cancel.1and1.com to cancel my hosting but keep my domains.

I went to to cancel.1and1.com but there was no clear indication that the options presented to me would allow me to cancel my hosting but NOT CANCEL MY DOMAINS. You can imagine why I wouldn’t click buttons unless I was 100% certain that I would NOT BE CANCELLING MY DOMAINS. If the option is there, make it clearer. Probably redesign the entire workflow. If this option is not possible on the website, don’t let the weekend phone support tell customers that it is.

Second point. In order to cancel my hosting package, I had to give the phone rep my password over the phone. It is unconscionable that 1&1 operates this way in 2012. http://technet.microsoft.com/en-us/library/cc784090.aspx Most major companies NEVER ASK A CUSTOMER FOR HIS PASSWORD. Not over the phone, not in email, not ever. A phone rep should not need a customer’s password in order to cancel some or all of that customer’s package. This poor security practice has me wondering what other poor security practices 1&1 is guilty of. Frankly it makes me think that I should end all my business with 1&1. I haven’t decided, though, so please don’t kill my domains.

Third point. Why is admin.1and1.com STILL SO SLOW? Go create an account with Dreamhost. It doesn’t take 20 seconds for their panel to load up. It is nearly instantaneous! For as long as I can remember, 1&1’s admin panel has been slow.

Fourth point — Improve PHP support. A customer must jump through hoops to enable PHP 5.3, and when he does, memory restrictions make simple tasks such as writing a post in WordPress fail. This situtation is unacceptable, and this scenario is the reason I moved my hosting to Dreamhost.