Former Customer Compaint

1and1 Internet Service

Dear 1and1;

I am an unhappy customer. Your level of customer service and attitude

leave a lot to be desired. The true mark of a great company is uncovered

by small moments of truth. In my situation, 1and1 has failed.

I had a small site which I established for a community organization I

belong to. The credit card I was using on the account was lost and my

bank issued a new one. I should have remembered that I had used this

card on this 1and1 account. My mistake.

The emails you sent to me were captured by my spam filter and I never

saw them. Again, I am partially at fault because of the spam filter.

However, because of the amount spam today this is not an unexpected

situation. The first notification I receive was a dunning letter from a

collection agency. This was the first moment of truth failure for 1and1.

From my view point, this was insulting. I would have expected you would

have mailed a letter or called. I called your billing department and

tried to settle the account with a new card, but I was told this could

not be done. This was the second moment of truth failure for 1and1.

I went online, canceled my account, and sent a check to the collection

agency. At this point, I though I was done and this was just another

example of poor customer service.

Now I have yet another email from you stating that there is a remaining

balance. In my email exchange with your billing department I asked to

sent a check for the balance. I was told that they do not accept checks.

This was the third moment of truth failure for 1and1.

In all these situations, the view of your customer was never considered.

At first contact with me, the correct response should has been, “We

sorry the problem occurred, let us resolve this right now,” and the

resolution should have been at the method of my choice.

The result would have been a satisfied and loyal customer. Now you have

an angry former customer.

I can only assume it is a short sighted attitude about efficiency that

has led you to these policies. Just as in the book, Quality is Free,

great companies realize that great customer service is free.

Charles Griswold

617 803 2502

CC: Massachusetts Department of Consumer Affairs

Massachusetts Better Business Bureau

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