Why I hate 1 and 1 web hosting!

I love 1 and 1 web hosting, I really do. Great features, great price, all sorts of configuration options and cheap domains ($5.99 a year). They’ve got decent reports and now they’ll automatically mail me stats. Some of their web interface stuff is a little slow (it’s too fancy) but it’s got lots of options so I can live with it.

What I hate is their lack of customer communication:

  • They need a blog just to keep us up to date of the cool stuff they are working on.
  • They need a status page to let you know what problems are up.
  • They need their staff to know what problems they are having (it shouldn’t take 3 calls over 3 days to find out they are migrating some servers).
  • The need to let us know when they have problems or in advance when they plan to migrate servers.
  • If thousands of pages are generating 404 errors take a minute and alter to the 404 page and mention to the viewers (my readers) that it’s a temporary problem.
  • Even the utility companies can automate a hold message to say there are problems and they are working on it.

    • They have great up time and I understand that things happen, but had I known there was a major upgrade I could have:

  • Mentioned it on my site (probably wouldn’t have but would have had the chance)
  • Not spent time debugging and wondering if it was my fault
  • Not made 3 calls (waiting on hold each time)
  • Most importantly - Not be pissed about it and blogging about it.

    • I still can’t figure out what took them so long to fix it and I’m only really annoyed because of the lack of communication. An e-mail that apologizes for it either earlier in the process or even after they fixed it would have gone a long way with me…

    FYI: To clarify, they we mostly down for about two-and-a-half days…

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    Posted in blogging, customer service, web sites by Gary on March 18, 2007
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