I recently wrote a post entitled Goodbye 1&1 which I’m excited to say was one of the most-read posts I’ve had on this blog! However, as a blog publisher I feel it is important that I allow my readers to see both sides of the story. While I might not agree with someone – it doesn’t make them wrong, and 1&1 was kind enough to contact me and answer some important questions I had for them.

So if you’ve long despised 1&1 or if you read my post and were turned-away from their service – I’d like you to give them a chance to explain their side of the story. As always feel free to share your comments and I’ll publish them on my blog. Below are the questions I asked them along with answers from their corporate offices.

1) Why does 1&1 not provide immediate domain registrations like all other registrars?

Worldwide, 1&1 conducts domain registrations for numerous TLDs (for example .AT, .FR, .CO.UK, .CH and .LI). Until recently, these domains could not be registered with ICANN in real-time.  Our system was not set up to provide immediate registration in an effort to accommodate the time needed to register these TLDs and also to ensure that all domain registration occurs at the same rate.  Also, every 1&1 order, including domain registration, goes through an extensive fraud detection process before the contract is officially created, the purpose being to reduce Internet fraud.

Since these TLDs can now be registered in real time with ICANN, we are in the process of reconfiguring its system to reduce the amount of time between ordering and official registration as much as possible.

2) Other registrars and hosting services have updated their control panel over the last ten years – why hasn’t 1&1?

1&1 does not develop one standard Control Panel for all of its products.  Instead, the 1&1 Control Panel’s features and functionality differ with each of our packages.  As new products are developed, the Control Panel is tailored to function best for that product.  A completely different Control Panel was designed and introduced with the 1&1 MyBusiness Site, our newest product.  The new Control Panel will be included with more and more products as they are created.

3) 1&1 does not provide 24/7 technical support like other hosting providers – any reason to not provide the same availability?

1&1 does provide 24/7 technical support. They can be reached anytime by calling 1-866-99-1AND1 (1-866-991-2631) or by emailing support@1and1.com.

4) What is 1&1 doing to improve their brand? As I’m sure you can see by doing a quick Google search currently 1&1 is one of the most disliked brands in the hosting/registration world – what are you doing to turn it around?

Of course, 1&1 is working on improving the brand and we are analyzing those comments and blogs in detail in an effort to enhance the 1&1 experience.  Every customer comment and suggestion is appreciated and directly influences our product development.  For example, we have significantly improved our communication channels and prolonged our course of action when a payment is declined.  Understandably, we cannot comment on the details of the projects we are currently working on, but such projects are always in motion.

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