Network Solutions/1and1 Inc.

Network Solutions/1and1 Inc.
Extra Charges, Customer Service
www.networksolutions.com www.1and1.com

I've written in the past regarding terrible experience I've had with Network Solutions.  Yesterday was no different.  One of my domains was still registered with them and they sent me an invoice for renewal.  When I looked at the price - it was $37 for a year!  I'm used to paying $10-$15/yr, but not double that, so I decided that I'm going to move the domain to another provider.  I used their web site to attempt such move, but saw no options, other than moving another domain to them.  The status showed that my domain was unlocked (ie it could be moved), but the unlock code (something mandatory for the move) wasn't shown.

So, I had to pick up the phone and call them.  After about a 5-min wait - I was asked some security questions and explained that I need that code.  The person asked me, politely, why I'm moving the domain.  So, I politely responded that it's due to them charging me twice what the normal rate was, which was simply unacceptable.

Then the rep proceeded to tell me that from time to time they have sales going on and guess what, now they actually have such sale going on and I can register the domain for $14.99. 

At that point bells of recognition rang in my head and I realized we've been here before, a year ago, where I fell to their ploy because I didn't want to deal with it then and that's where the domain was unlocked, but it was never moved.  In any case, I told him that I think it's a lousy policy to charge people double, unless they call and bitch and then they pay a normal rate.  NOT how I like to see business conducted.

So, I asked to get the code.  He told me that they've sent me the code last year and I should be able to find it.  I proceeded to tell him that NO, I don't have that email or the code, so please just GIVE ME the damn code now!  He, seeing how unhappy my demeanor was by this time, told me that he'll be sending me email to the designated email address... Finally, I got my code.

I went through the normal hoops of confirming, approving etc., so the process started and hopefully they'll get it done shortly.  Then I got another email from them, giving me options if I the transfer request was in error or if I want to change my mind etc., for several paragraphs... and finally we get to this:

If you do still wish to transfer your domain name registration, we hope that you will reconsider and choose to stay with Network Solutions. We value your business and would like to keep you as a customer.

Seriously, if after all of the above, I still want to - you want me to 'reconsider'?   #unreal  

Then I made a call to 1&1 Internet, Inc., because I got an invoice from them, charging me $7.21 per month for PHP Extended Support.  I don't need Extended or any other kind of support, not from them anyway.  I know they've switched to a higher version of PHP and for those that wanted to run a prior version - they were charging extra.  Fair enough, I can understand the need.

However, in my case, I went to check and saw that I've switched to running version 5.5 and they required this 'extended' support for 5.2 and prior.  The switch occurred a while back, so I was perplexed as to why they're doing it.

Even though their web site indicated that I can cancel the service online, I finally went through their maze of what to do and when I saw I couldn't complete it - I called them.  To give them some credit - I did get an email to verify the cancellation, but that credit quickly evaporated, when I clicked on the verification link in the email it sent (which was 1 minute after I received it) and the resulting screen told me that my session timed out and I'll have to start from the beginning again ()

I spent about 45 minutes on hold!  Let me repeat that in case the boldness didn't sink it - I wasted 45 minutes waiting for someone to assist me.  They looked into the situation, and cancelled the offending charges.  I inquired of prior charges for the same unused, unwanted and unneeded service could be reversed.  The answer was 'NO', although they did give me a $15 credit to make me go away with something.

I asked some very basic, common sense questions, such as 'why are you charging me for something I don't need or use, especially when I'm NOT running a version that requires this extended support?'.  As you can imagine such questions weren't answered and I was given a number of useless "I'm sorry" in return.

These kinds of companies make me wonder how they stay in business.  How many people don't do what I do and blindly pay them month after month for something they don't want or need or use?  How much time is utterly wasted with these horrid phone calls, causing nothing but waste of time, money and sanity?

Anyway, today I got the email you see below.  Apparently they do 'care' and are inviting me to a complimentary business consultation and evaluation.  Goody!  I'm so thrilled ... that reminds me, I need to change my SPAM filters in Gmail,  so that anything coming from Network Solutions goes directly there, without taking even a single byte in my Inbox...  It's these kinds of companies that need to get business consultations, not offer them, since their Customer Service and Policies are completely and totally useless and unacceptable!