out of 5
Website service and support continue to get worseJune 15, 2010
I have been a mail.com user for about 9 years. Over the years, I have watched as website functionality has improved little while actual features and support have gotten worse and worse. Up until a few months ago, I was a paying customer (premium service, which offered pop/imap support, a larger mailbox and ad free service was about $35 a year). As the years went by, the yearly fee decreased, most likely due to the growth of free services such as gmail and yahoo. Since I had the email address for so long, it was difficult to let go since I had so many contacts and felt it would be difficult to update everyone (including subscriptions) with a new address. What finally pushed me over the edge was the takeover by AOL, which happened about two years ago. Now I had to go through a portal to login. It would work sometimes, but not always, most likely due to a double authentication service (logins were now authenticated against AOL IM service as well as mail.com). Service outages became common and there wasn’t (and probably still isn’t) an easy way to report a service problem (for some reason, it goes to AOL IM support and they do not support mail.com problems). In addition, I was no longer able to view any account details (credit card information, personal information, etc.). In order to contact technical support, I now had to click on a ‘feedback’ button (since when is a technical problem considered “feedback” especially in regards to a paying customer?). Once I did submit a support request, I received an automated response directing me to the FAQs with a note to ‘reply to this message if you still have questions.’ The details of my original problem report were not included in this automated response, which meant I had to type it all again when I replied. Once I did receive a reply from a “feedback” person (which I label them because they certainly are not qualified to be technical support), I usually had to go back and forth before I received the information I was looking for. For instance, it took 6 or more back and forth emails to get my account downgraded from a pay account to a free account. I will continue to be a mail.com member until I completly migrate to a new provider, but only to ensure I have moved all my contacts and subscriptions to the new address. To this day, I cannot imagine why AOL bought the email service since it is obvious they do not plan on supporting the customers. Maybe they will eventually shut it down and use the mail.com domain for some other purpose.
7 of 7 people found this review helpful.