Comments on: Was I too mean? (long, rambly, and techy)

By: Warth Publishing Inc

Warth Publishing Inc — Sat, 08 Nov 2008 02:25:21 +0000

You are one of the few people that i have come accross that is happy with 1and1. I don’t have any beef with 1and1′s web hosting. However, I curse the day I ever listed any domains with them. Check out Red Flag for some customer comments.
It should be a warning that when their phone is answered by a recording that tells you if you have gotten a notice from NCO, a collection agency, to press a certain number. If they are a reputable business, why do they have to send so many accounts to a collection agency?
The Eastern Pennsylvania /Washington DC Better Business Bureau have given 1and1 an “unsatisfactory” rating. It is my understanding that 1and1 gets a complaint almost every day. An investigative journalist, Kelli Jack has written a series of articles about them and has a pending law suit. She says: “1and1 Should Be Shut Down.”

By: Andrew

Andrew — Thu, 06 Nov 2008 21:21:35 +0000

I had already been escalated — and was everytime I replied, which seems silly; I had the same incident ID, but on every reply it needed to be re-escalated.

I finally spoke to a guy named “Wayne” on the phone. He was more explicit on why they couldn’t commit to any patch schedule, but it still boils down to the same set of information. They need to verify the patch themselves before deploying; they need to batch the patches together to minimize down time; they need to evaluate the impact and appropriateness of the patch; and then they need to stagger installations across multiple groups of servers.

All true, but the conclusion was that they couldn’t even confirm that the patch would eventually be considered for application, and if I want to remain with GoDaddy, I will have to alter every plugin and application written in PHP to remove the /office-monkey prefix, but only when it’s present — and different for each subdomain I’m applying the application to.

By: Sora

Sora — Thu, 06 Nov 2008 18:35:15 +0000

I’m not surprised in the least at how they responded, frankly. Front-line support is, with relatively few exceptions for individual people, simply not capable of understanding the base issue here. All they know is what they told you — if you’re lucky, they might file a case with their DEV team.

I think your email was perfect — it makes it pretty damn clear that you know what you’re talking about, and don’t want to settle for their bullshit answer. It gives them the choice of either giving you the BS again (knowing it’ll piss you off and possibly lose your business), or trying to escalate the issue up their chain. Which, tbh, is the best result you can realistically hope for.

By: Jonathan

Jonathan — Thu, 06 Nov 2008 01:17:45 +0000

Mean? Not in the slightest. I am flabbergasted that they actually suggested you work around the issue by hand-editing all of your sources instead of offering to apply the hotfix (or, at the *very* least, promising a future application of said hotfix).

Let us know how they respond to your missive.