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The Sorry Tale of How 1and1 Internet Stole Christmas - adventures of a red-headed stepchild in the house of love
mermaid on the mic
djmermaid
djmermaid
The Sorry Tale of How 1and1 Internet Stole Christmas
I have been asked about what happened with our domain. it's a long story.

we were registered through 1and1.com - not sure where we found them, but if you referred us, it's probably better not to mention it at this point. heh. they sent (or say they sent) a bill, via email, some time ago. we never received it, so were utterly surprised when they shut us off on Tuesday. (they sent one email, and never tried again. they never even sent a second email! and, they were unable to tell me if it had bounced or not.)

now, on the phone they said the first thing we had to do to retrieve the domain was to open a new account. Jovino tried to do this on their site but their forms don't work with mac. it breaks at the very end. so, he got that set up... and then they closed for the day.

the next day, we got through to collections, were informed that the charge had been $6 but that it was now about $30 due to late fees. ok, whatever. managed to pay them and then was informed that it would take three days for collections to communicate this to regular billing. so, decided to follow up to see if things could be sped up. was told to fill out a certain form and fax it in. this day I spent almost the entire day on the phone, on hold for a lot of it (being tortured with staticky xmas music - no LDB, which is amazing given the hours I logged) and talked to many MANY of their employees. every single one of them said that there seemed to be "something wrong" with the new account but they couldn't tell me what. then they closed again.

on Thursday I made my first call around 8am. my question that day was how to fill out some info on their form - info that the form said was required, but which I had not been given. again, I was repeatedly told "there's nothing in that account" etc etc. sorry, dudes, *you* set it up for us! finally got someone who knew the answer, so I completed the form and faxed it. I waited a bit and then called to make sure the fax had arrived. this call in itself was ridiculous... but eventually they found the damn thing. and then, you guessed it, they closed.

so, today. I get up early again, call them, and am told that they will call me back within two hours. of course, they don't do this. they have called us ONCE, and never sent any of the promised emails either. and yes, I checked the spam folder. it had a message welcoming me to their affiliate program, for fuck's sake. I am NOT kidding! (however, ALL of these calls *have* been on their 800#...)

so, two hours later, I call again. this time they tell me that I can't use the account that they had us set up on Tuesday, because, get this: we were in arrears when the account was set up. (which THEY KNEW when they had us do it! YARGH. (I have left out a lot of similarly absurd stuff that I just can't quite bring myself to recount. a LOT of it!)

so, anyway, the guy sets up a third account, but he can't give me the account number yet (which is the only thing I need) but promises to email it to me. which, of course, he never does. he also informs me that Monday is the very soonest they can process this, even if I get the fax to them today... and THEN it will take FIVE DAYS before we're back. that's a week from today and we will have been 404 for nearly two weeks by then. I swear, it is like attempting to do business with VOGONS!

so anyway, I wait a couple of hours and call at 1, an hour before they close. someone looks it up, tells me. I fill out and send the fucking fax AGAIN. and I'll be setting an alarm for Monday morning to get on the phone with them, again.


and that's when I realize: next Friday is the 12th. the commonly accepted deadline for ordering things that need to be mailed before xmas is the 15th. AWESOME. so basically, there's not going to be any xmas for us this year, just none at all.


worse, to our customers it will appear that we have just disappeared. before you ask me, NO there is not ANY way to get ANYTHING up at bunnywarez.com until they let it go. and YES OF COURSE we are getting a new domain reg company as soon as we can... which will not be until they release our domain back to us. I appreciate the thoughts but if we could do that stuff, we'd have already done it on Tuesday.

this comes on the heels of us rushing to get a new item made in time for xmas sales. it's awesome and I love it and I know it'll do well but for fuck's sake, we can't sell the damn things without a site!

we are doing a small holiday sale on Sunday the 14th, on Folsom (near the Cat Club, if that's even still there). and that is IT. this really sucks as we are trying to make $ for a big production run and every bit is needed. (and there is a deadline on that one...)

butanyway. there ARE good things in my life, I am grateful for Jovino and our friends and fresh alfalfa sprouts and cheese and tacos and cold beer. I'm grateful to be here in Cali with a roof over my head and a fridge full of food. I love my kitties (and they've been behaving pretty well this week too, progress is being made on the kitty integration front) but diggity-dammer, can this just PLEASE get worked out?!?

BTW if there is something you want, comment or call me (or email through lj) and I can let you know if we have it etc. we can take credit cards over the phone or accept paypal, or you can come pick it up and pay cash. we are NOT dead! it just looks that way right now.

speaking of beer... it's the 75th anniversary of the repeal of prohibition, and I think I'm going to go have a cold one now.

Tags: , , , , , , , , , ,
I'm feeling: aggravated you REALLY do not want to know

17 smooches or Gimme Some Love!
Comments
From: silussa Date: December 6th, 2008 12:00 am (UTC) (Link)
1&1 has a TON of print advertising out there. Which may be how you ended up with them; they advertise quite low prices (and now we know HOW).

Any hope of setting up an alternative domain? bunnywarez.* ?
djmermaid From: djmermaid Date: December 11th, 2008 09:06 am (UTC) (Link)
dude. the BEST PART was on Friday, my third day dealing directly with them (Jovino did Tuesday). "Mr Damian" the head of billing was attempting to reassure me, saying "I understand this is difficult for you, and I hope you understand that we are striving to provide you with the level of service you have paid for" and I laughed out loud at the guy and said "touche'!"

he was speechless - totally didn't expect I would interpret his statement that way (but, come on.)

anyway, the ordeal is ovah!
From: silussa Date: December 12th, 2008 11:24 pm (UTC) (Link)
Praise be for that!

Needless to say 1&1 (perhaps that's their quality and responsiveness scores on a 1 to 10 scale?) aren't getting any positive references from me!
From: clynne Date: December 6th, 2008 12:14 am (UTC) (Link)
Wow, fuck those fuckers.
From: cinnamon_grrrl Date: December 6th, 2008 12:27 am (UTC) (Link)
*hugs* I hope you're able to get this sorted out soon.
Too bad BunnyWarez doesn't have Grinch ears. They'd be the perfect gift for your internet provider.
miriamdema From: miriamdema Date: December 6th, 2008 12:42 am (UTC) (Link)
ya know jim owns a hosting company...right?
ifa that had happened with us you would have called, gotten me and i woulda clicked a itty button on my screen that would have made all your troubles go away.
just sayin' :)
djmermaid From: djmermaid Date: December 6th, 2008 09:20 am (UTC) (Link)
oh we are SO there as soon as we get control back!
From: ninarawkstah Date: December 6th, 2008 01:46 am (UTC) (Link)
Please let me know if there's anything I can do (help with your upcoming sale, any promotions, keeping eyes peeled for anything...or anything you can think of.)
broncochick From: broncochick Date: December 6th, 2008 04:41 am (UTC) (Link)

Bunnywarez! Lives!

I am so sorry t hear about this. we will keep you in our thoughts!

BTW, I know that Bunnywarez! is pronounced bunny-wares. However, I've gotten into the habit of pronouncing it as Bunny Juarez!

Kisses!
mayorjim From: mayorjim Date: December 6th, 2008 09:07 am (UTC) (Link)

Re: Bunnywarez! Lives!

I am now picturing the Bunny Juarez stuffed toy.
miriamdema From: miriamdema Date: December 6th, 2008 03:57 pm (UTC) (Link)

Re: Bunnywarez! Lives!

i totally do that as well!
it's like you guys are international in my head :)
djmermaid From: djmermaid Date: December 11th, 2008 08:46 am (UTC) (Link)

Re: Bunnywarez! Lives!

actually our spokesbunny is named Juarez Bunny! you can see Juarez on our home page (once again, thankfully!) and in many of our web ads.

it's good to be back!!!
catwoman69y2k.insanejournal.com From: catwoman69y2k.insanejournal.com Date: December 6th, 2008 04:59 am (UTC) (Link)
What a fuckin ordeal, M. Honestly, I wish there was something we could do, (I know Im a total bunnywarez cheerleader), and hope that 1&1 gets some sort of karmic payback. This is beyond reasonable.
joeychen From: joeychen Date: December 6th, 2008 09:18 am (UTC) (Link)
geez, what a runaround! Is your holiday sale this sunday or next? This sunday I'm having my crafy gal pals over to hang out and craft if you want to come over!
smoness From: smoness Date: December 6th, 2008 03:48 pm (UTC) (Link)
Man. In how many ways can you say, "OY!" Perhaps this is just setting you up for something really awesome to happen. *sending you lots of "something really awesome" juju*
starchy From: starchy Date: December 6th, 2008 11:31 pm (UTC) (Link)
Lawyerlawyerlawyerlawyerlawyerlawyer. Seriously, there's no other word they could hear and be likely to care about. I even know a lawyer (who happens to be a furry) who might be able to help you out here - just let me know and I'll try to get her in contact with you.

Edited at 2008-12-06 11:31 pm (UTC)
robotter From: robotter Date: December 8th, 2008 12:37 am (UTC) (Link)

Find a pitbull...

um, I mean, lawyer, and have them write a nasty letter and/or call and raise hell! Sometimes that does the trick.

I'm surprised your extended network doesn't know somebody at the company in question. Where are they located? Know someone in that city who can march into their office and stay there until the situation changes?

In the meantime, to maybe get some sales, can you set up an account on ebay or etsy or something? Just so people can find bunnywarez somewhere online.

This is so sucky it's not even funny. Your website is probably also cached somewhere on archive.org, so maybe direct people to that to look at what you're selling.

Big hugs coming your way....

I'm guessing that 1+1's name is mud in your book....
17 smooches or Gimme Some Love!