Michael Hartlef
14-10-2007, 11:53
Here is a true little story :)
I knew I had to do something about my internet and phone cost. This is my current situation:
1) 14,- Euro to AOL (ISP), because my wife doesn't wanna loose her email adress
2) 26,- Euro to the local phone company for the ISDN telephon connection.
3) 27,- Euro to 1&1 (my ISP) for the DSL connection
4) 5,- Euro for the DSL6000 flat rate
5) 10,- Euro for the VoIP phone flat rate (calls to german regular phones and some european countries
That makes 82 Euro each month fixed cost.
Ok, my first look was at AOL, what do they offer. They offer a complete package, including telefonconnection, all flat rates, and DSL4000, for around 50 Euro.
But I can't get it as a long time customer. New customers can order it. Don't aks me
why (but see later that this seems to be business).
Ok, I look at 1&1, my current provider. They offer a DSL16000 package with VoIP flat rate, DSL flat rate, a mobil flatrate, and over 400 movies free (a new service over the internet). This cost 29 Euro without the telefonconnection, or 39 Euro with it. Good rate I say and try to order it. TRY! But I can't order the package for 39 euro as I'm a current customer. NEW customers can. WTF, why is this. SO I order the 29 euro one and plan on switch the phone connection to analog for 14 euro a month.
At the summary page it tells me that the phone flat rate is actually just the 1000 minutes free. I say WTF and email the customers service. I ask two questions:
My email 1:
1. Why can I get no complete package for 39 Euro?
2. Why the 1000 minute limit?
Their answer 1:
1. You will be able to get it later this year. For more questions pleace call our service line (99cents a minute)
2. No answer about this
My second email:
1. You dind't answer my questions no1. completely, why can't I get it, a long time customer
2. What's up with questions 2
Their answer 2:
1. No answer about this
2. Because its the office rate.
My email 3:
1. Office rate? WTF? What is this?
Their answer 3:
1. Office rate is the same as nomal rate, but limit phone flatrate for businesses
My email 4:
1. Why do I get rated as a business? This is a private used connection!
Their answer 4:
1. Because the name of the contract holder sounds like a business (weGetItRight)
If it isn't a business, we need to change the contract
Explanation: In 2000, I signed up my webhosting under my business name.
The business was closed in 2002 and I changed names over their website
and try to change the datas for the domain holder. I found out now, that their
didn't change it.
My email 5:
No need to change, I'm quiting now. Including my 14 euro/month webhosting( for 3 domains) , which I can get better and cheaper for 10 euro/month for 5 domains.
Summary: The incompetence of the customer service, that could have explained everything in the first answer and offer me a fast and easy solution was to much to bother. I had a lot of problems with them when my DLS connection was activated in 2005 too. Now they loose a long time customer. Good move I say.
Cheers
Michael
I knew I had to do something about my internet and phone cost. This is my current situation:
1) 14,- Euro to AOL (ISP), because my wife doesn't wanna loose her email adress
2) 26,- Euro to the local phone company for the ISDN telephon connection.
3) 27,- Euro to 1&1 (my ISP) for the DSL connection
4) 5,- Euro for the DSL6000 flat rate
5) 10,- Euro for the VoIP phone flat rate (calls to german regular phones and some european countries
That makes 82 Euro each month fixed cost.
Ok, my first look was at AOL, what do they offer. They offer a complete package, including telefonconnection, all flat rates, and DSL4000, for around 50 Euro.
But I can't get it as a long time customer. New customers can order it. Don't aks me
why (but see later that this seems to be business).
Ok, I look at 1&1, my current provider. They offer a DSL16000 package with VoIP flat rate, DSL flat rate, a mobil flatrate, and over 400 movies free (a new service over the internet). This cost 29 Euro without the telefonconnection, or 39 Euro with it. Good rate I say and try to order it. TRY! But I can't order the package for 39 euro as I'm a current customer. NEW customers can. WTF, why is this. SO I order the 29 euro one and plan on switch the phone connection to analog for 14 euro a month.
At the summary page it tells me that the phone flat rate is actually just the 1000 minutes free. I say WTF and email the customers service. I ask two questions:
My email 1:
1. Why can I get no complete package for 39 Euro?
2. Why the 1000 minute limit?
Their answer 1:
1. You will be able to get it later this year. For more questions pleace call our service line (99cents a minute)
2. No answer about this
My second email:
1. You dind't answer my questions no1. completely, why can't I get it, a long time customer
2. What's up with questions 2
Their answer 2:
1. No answer about this
2. Because its the office rate.
My email 3:
1. Office rate? WTF? What is this?
Their answer 3:
1. Office rate is the same as nomal rate, but limit phone flatrate for businesses
My email 4:
1. Why do I get rated as a business? This is a private used connection!
Their answer 4:
1. Because the name of the contract holder sounds like a business (weGetItRight)
If it isn't a business, we need to change the contract
Explanation: In 2000, I signed up my webhosting under my business name.
The business was closed in 2002 and I changed names over their website
and try to change the datas for the domain holder. I found out now, that their
didn't change it.
My email 5:
No need to change, I'm quiting now. Including my 14 euro/month webhosting( for 3 domains) , which I can get better and cheaper for 10 euro/month for 5 domains.
Summary: The incompetence of the customer service, that could have explained everything in the first answer and offer me a fast and easy solution was to much to bother. I had a lot of problems with them when my DLS connection was activated in 2005 too. Now they loose a long time customer. Good move I say.
Cheers
Michael