YteneWeb The Weirder Side Of Life…

September 27, 2014

Worst Web Hosting Take 4: 1&1 Internet

Filed under: Uncategorized — admin @ 10:13 am

And so the week has passed since I last wrote to 1&1 Internet. I had asked them for a couple of key pieces of Information last time, including a statement that they agreed that my communication preferences had been set to “Do Not Contact”, plus a digital copy of the audio recording of the telephone conversation I had received earlier that same day. Needless to say I did not receive a reply of any form from them.

Isn’t it amazing that a company can send you emails or pick up the phone and call you when *they* want to speak with *you*, but when you want something from them it’s like they just disappear of the surface of the Earth? Well, whatever the reason, I waited one extra day (until Saturday 27th) and then sent them a reminder of their failure to reply within 7 days:-

Dear Mr Yeoman,

I wrote to you last Friday (September 19th) after receiving the last in a series of unsolicited telephone conversations. A full transcript of
the email sent at that time is included below, for your reference.

In that email I asked you to provide certain specific responses, including:-

1. A copy of the recording of the telephone conversation I had received. I was advised at the commencement of the call that it *was*
being recorded.

2. A written assurance that 1&1 Internet confirmed that it had, on record, my stated preference of not receiving unsolicited contact.

3. As is my right under the provisions set down in the UK Data Protection Act (1998, as Amended) a copy of all personal information
that 1&1 Internet holds including myself. This will implicitly include [but I explicitly asked to ensure it was included] the details that
clearly and unambiguously show that my “Communications Preferences” with 1&1 Internet were set to “do not cancel”.

Whilst you may elect to ignore the first and second of the requests I detail above, you may not ignore the last. Accordingly, will you please:-

1. Immediately acknowledge receipt of this email with a reply by return.

2. Provide the information as request in a prompt and reasonable time frame.

Yours faithfully…

I have not yet actually spoken with or properly exchanged emails with Mr Simon Yeoman, Customer Services Director, but on first impressions he does not seem particularly good at his job, or to run a particularly efficient Customer Services Department. Let’s wait and see what happens next.

September 19, 2014

Worst Web Hosting Take 3: 1&1 Internet

Filed under: Uncategorized — admin @ 6:48 pm

This is the best yet. No, really.

Earlier today I received an unsolicited telephone call from 1&1, sent to my work phone number. Never mind that they had only been given the number during the resolution of a technical fault, never mind that they had been specifically asked and confirmed that the number would never be used for any other purpose, never mind that *all* my contact information had been set to “Do not contact”. So I had a very pleasant chat with a very apologetic telesales caller, who confirmed that their computer systems *do* have a “Do Not Contact” field within, and that my account had that value set as blank. Which was interesting given that I have 2 dated screen scrapes (one from December 2013 and one from January 2014) proving that I had set my preferences to “Do Not Contact”.

Nonetheless I went back to my account information to validate. Once again I discovered that 1&1 computer systems appear to have miraculously “forgotten” my previously set [and captured, documented] preferences of “Do Not Contact”. So I re-set the values they way I wanted and took another screen scrape for good measure.

I then composed an email [enclosed below for reference] making it perfectly clear that unsolicited communication was not acceptable. So far so good, right? Well, no. Can you imagine my surprise when, no sooner do I hit send on my complain email, than I receive *another* message, this time from Simon Yeoman, who bills himself as “Customer Services Director”. And guess what? He was trying to send me a newsletter. Despite my having repeatedly instructed 1&1 that I did not wish to receive such unsolicited communications from his utterly useless and disrespectful company. So here we go again. Just to ensure that all this stays on record, here’s some evidence…

Shall we see what happens next?

I can hardly wait…

 

Dear 1&1 Customer Support,

Please refer this email to the Customer Services Manager.

I have just received yet another unsolicited sales call from a member of the 1&1 Sales Team, despite my asking, on multiple occasions, to be
removed from all forms of unsolicited contact.

This is at least the third time that I have received unsolicited telephone calls after *SPECIFICALLY* requested that you do not contact
me. As proof of that claim, you will find 3 images files attached to this email, dated December 20th, 2013; February 5th, 2014 and now
September 19th, 2014. ALL THREE are screen-scraped evidence that I have recorded my “DO NOT CONTACT” preferences within your on-line system. I
have also, though it is not evidenced here, made such requirements known to each of your employees who have contacted me.

I was advised at the beginning of today’s telephone call that the call itself *WAS* being recorded. Accordingly, the first request that I wish
to make of you at this time is for a reviewable copy of the audio file from that call. It was not a long conversation, and therefore should be
something you can easily transcribe to a .wav, .ogg or similar file and then send to me as an attachment to an email. The UK Data Protection
Act (1998, as Amended) allows me, as a Data Subject, to require this from you. You are legally *required* to provide the data as requested.
Please note that this request for information is for a *full* data set of all information pertaining to myself that you have on file and not
just the audio file.

Specifically, you are required to send me, from your own computer records, evidence that my personal profile is now correctly marked with
“Do Not Contact”.

The second request that I wish to make at this time is to have a written assurance, from a Director of your company, stating clearly,
unambiguously that you will not make any further attempts to initiate unsolicited contact with me, *unless* it concerns critical operational
issues relating to a problem with the services I purchase from your company. I do accept that I cannot force you to respond as requested,
but should you fail to do so I will not hesitate to take further steps, as are required, to ensure that my rights and privacy are not trampled
by your company.

In a recent communication that I received from yourselves [which related to payment for this account, which hit an issue when my credit
card details changed], I was given 7 days to respond or face immediate account closure and additional costs. Given that you deem this to be an
appropriate time period, please provide a full response within seven days.

Yours faithfully

Dear Mr Yeoman,

Earlier today I received an unsolicited telephone call from one of your telesales employees. I explained to that person that I have
specifically, explicitly and on multiple occasions directed 1&1 to not contact me. The telesales caller indicated that my account did not have
the “Do not contact” flag (which they confirmed does exist) set on my account.

This was surprising as I had set it most recently in December and again in February of this year [and have evidence to support these
assertions].

Nonetheless I once again checked my account settings using the on-line control panel, and once again confirmed that 1&1 Internet had “erased”
or otherwise removed my “Do Not Contact” settings. So, earlier today I reset those values, and took further screen scrapes as evidence of
their configuration values. Can you imagine my surprise when, after composing a complaint to your Customer Services Team, I discover that I had received the below. An
email sent *after* I had verified that my personal profile was set with “Do Not Contact”.

This strikes me as transparent evidence that 1&1 Internet have no regard for the laws in the UK, and/or are completely and utterly
incompetent. Which do you suppose might apply in this case?

As there is a narrow chance that an overlap has occurred such that you prepared or released this email before checking my “Do Not Contact”
preferences, and given the proximity of timing, I am willing to accept that the previous failures of your company [removing/deleting my “Do
Not Contact” preference despite my setting it AT LEAST THREE TIMES could thus explain the email below as mere incompetence rather than
malice. However, this needs to be the very last time that your company maliciously ignores my wishes.

Can you therefore please reply by return that you have received this directive, and confirm for me in writing that my account is now
properly set with “Do not contact” preferences in all available parameters.

Yours faithfully,

XXXXXXXXXXX

On Fri, 19 Sep 2014 17:09:25 +0200 (CEST)
1&1 Customer Information <newsletter@1and1.co.uk> wrote:

> Dear XXXXXXXXX,
>
> If you are unable to view this newsletter correctly, please > make the appropriate adjustments within your e-mail options/settings.
>
> Best regards,
>
> Simon Yeoman,
> Customer Service Director
>
> # If you have any questions, e-mail and telephone technical support
> is available 24 hours a day, 7 days a week. You can find the
> technical support number in the Help & Contact
> section of your 1&1 Control Panel.
> >> https://www.1and1.co.uk/login
>
> # If you would like to unsubscribe to this newsletter, please
> log into your 1&1 Control Panel and adjust your preferences
> under Account Management > User Settings > Newsletter Settings:
> >> https://www.1and1.co.uk/login
>
> # 1&1 Internet Limited – Registered in England and Wales,
> Company number 3953678 – VAT No GB 752539027
> Aquasulis House, 10-14 Bath Road, Slough,
> Berkshire, SL1 3SA, United Kingdom

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