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Shocking customer services and dishonest practices
We have an un-managed dedicated server with 1and1 and recently we noticed that there were services set up on the server which we had not initiated. We do not have the expertise to correct the issues so we scheduled the work to be carried out by the 1and1 Tech team. We were told about the charge for the work which we were happy to pay.
As they got on with the work there was an error on the server and the server was down. We were not told about this initially, they lied and told us that the delay in the server coming back online was due to them making back-ups of the files, this was a LIE.
Eventually they owned up to the issue and the tech support staff proceeded to restart the server against the advice of my colleague as he had already been advised that this may cause problems in an earlier conversation with a different 1and1 tech staff member.
As the restart was attempted the server did not restart and as a result the server was down for the best part of 3 days. In that time our 20+ clients lost money as their websites were down and our reputation was damaged.
Rather than offering us compensation, 1and1 informed us that the cost to fix the issue that they created was to be paid by us, £359, which they have since taken.
We have contacted them directly and also via social media. The social media manager, Nadim was incredibly unhelpful and rather than deal with my complaints in a compassionate manner he instead proceeded to delete my comments from the 1and1 facebook page. They have tried to accuse us of initiating the restart on the server despite having recorded calls. Absolutely shocking customer service and unethical business practices. They are only interested in signing you up, beyond that they don't care about offering any level of customer service.
Avoid using this company, they may seem like a cheap option but they could potentially destroy your company's reputation and overall business.
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