1&1 Web Service has received lots of referrals from me over the last few years. I have my web sites hosted and my email running through their company. Plus I have bought many domains names from them for $5.99/ year. That's why I was shocked when my castlesmls.com site was off-line on Monday. I called them and logged the problem and on Tuesday...still off-line. I called again:
"Account name or number please"
"The name on the account?"
"I am not sure when it will be back up"
"I am sure it will be less than one hundred years"
The call went nowhere. The service rep couldn't give me one indication that I would ever have a web site again. I asked to speak to a supervisor and the rep said, "why do you want to speak to a supervisor?" I wanted to say because you are valueless and perhaps untrained but all I said is "PLEASE LET ME SPEAK TO A SUPERVISOR!"
Do we listen to our customers requests or do we only listen to what we want? I wanted some help and this representative gave me none. I am just lucky that my site is up again...I was thinking they would purposely not fix the problem because I was upset with their handling of my call.
All I can say is that as important as good service is...good handling of objections to our service is probably more important.
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