Disclaimer: This is long, and it's only really worth it if you enjoy tech support wtfs. That said, it's been pissing me off for the past 2 weeks or so, and I figured I'd share. It's an email log for the past 2 weeks with 1and1.com support. It's really mild, so if you don't enjoy tech support issues, then you won't enjoy this.
I have yet to find a really great webmail app, so given, I don't really expect much. However, the one 1and1 has produced is apparently incapable of opening two emails at once without duplicating the email body... which is just about the only thing webmail software is supposed to do in the first place! After 2 weeks of frustrated emailing...
Here it is:
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Hello there.
I'm on Firefox 2, Ubuntu 7. When looking at my inbox, if I right-click, and select "open in new tab" on one email, then quickly left click another message, the newly tabbed window opens with the message of the second email, but the sender and headers of the first email.
This is reproducible on my machine.
For example, if I have two emails:
From: John Doe
Date: Monday
Subject: Test subject
Body: Hey there. This is a test body
From: Susy Smith
Date: Friday
Subject: Read this email
Body: I'm glad you read this email
This behavior will result in one correct email in a popup, and the following email in a tab:
From: John Doe
Date: Monday
Subject: Read this email
Body: I'm glad you read this email
I've attached a screenshot (with part of the message blotted out).
Thanks,
-Jess
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Dear Jess Mann, (Customer ID: xxxxxxxx)
Thank you for contacting us.
Have you already double check the settings for each profile? It could be
that you created another duplicate of profile to John Doe. When did this
issue happened? And what was the last thing you did before encountering
the issue? Can you also double check because it could be that it is just
a forwarded email or a reply to you. Any information from you would be
very much appreciated.
Thank you.
If you have any further questions please do not hesitate to contact us.
--
Sincerely,
Lucille Basillote
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Hello,
No. This is not a 'profile' issue. In fact, I don't have any 'profiles' defined for any contacts. This is also reproducible with any two emails. Yours included. If I open either of the two alone, I get the proper email. However, if I repeat the steps outlined earlier, I get a cross of the two. Please see the screenshot I attached in my previous email. It clearly has all the heading information of a different email... as the *actual* email I had intended to open was from the original contact, as detailed in the email.
I'm attaching -another- screenshot. This time of your email, with the body of the "Sue" figure in the last screenshot's heading. Clearly, I never received any email from support@1and1 with that body.
Again, this is reproducible with **any** two emails. I've been a professional web developer for many years. I guarantee you it's an issue on your end.
Also, to answer other questions you posed in your last response:
I didn't do anything out of the ordinary before this. The problem is reproducible any time of the day, even after logging out and back in, and so forth. I just did it to create the last screenshot at approximately 11:48.
Thanks,
-Jess
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Dear Jess Mann, (Customer ID: xxxxxxxx)
Thank you for contacting us.
Are you using the Webmail Interface or any email client? Because if your
using any email client then there's an option to hide the header. Your
immediate response is highly appreciated for the fast resolution of your
case.
If you have any further questions please do not hesitate to contact us.
--
Sincerely,
Ariel Contreras
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Hello there. As clearly displayed in my screenshots (I've provided 2), I'm using the webmail interface.
Also, "hiding the header" isn't really a solution here... this is a problem on your end. That would be like suggesting that, if your server crashed any time a customer hit the "home" button, that customers stop hitting the button.
There exists a common error whereby emails are displayed to me as having come from different people, at different times, than they really did. Not doing that is pretty essential to webmail software... In fact, that's just about all webmail software is responsible for...
As I've mentioned, I can reproduce this issue every time I try. At the very least, could someone please test it?
Thanks,
-Jess
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Hello.
I sent a reply to support more than three days ago, and haven't yet gotten a reply back. The last reply I received (before my response) told me to ignore the problem.
If someone could get back to me, that would be greatly appreciated.
Thank you,
-Jess
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Dear Jess Mann, (Customer ID: xxxxxxxx)
Thank you for contacting us.
Have you tried to use other browser like windows explorer?
If you have any further questions please do not hesitate to contact us.
--
Sincerely,
Froilan Tayong
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Hello.
There are so many problems what that suggestion, I'm not sure where to begin.
1) I'm not on Windows. You don't only support Windows. By stating that I was running Linux, I would assume one would deduce I don't run IE (or "Windows Explorer", which is not a browser, by the way).
2) The problem is on --YOUR-- end. Not mine. The data I'm getting from YOU is wrong. YOUR SITE is generating an HTML page which includes the header of one message, and the subject and body of another.
3) Yes
This is getting a little ridiculous. Could someone --please-- try to reproduce the issue? I can do so on multiple machines, in multiple browsers, EVERY time I try.
I've had nothing but good experiences with 1and1's support in the past... but the last number of emails I've gotten on this subject have astounded me.
Thank you,
-Jess
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Dear Jess Mann, (Customer ID: xxxxxxxx)
Thank you for contacting us.
We do sincerely apologized for the inconvenience this has caused you.
For us to test it on our end and to reproduce the error, please provide
us the email address and your password. If you're not at ease providing
this information via email. Kindly contact us through phone so that we
can initiate Netviewer session. Netviewer is a completely safe program
that will give me view-only access to your desktop. You have full
control of what you want me to see.
If you have any further questions please do not hesitate to contact us.
--
Sincerely,
Ritchel Panugalinog
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As far as I can tell, Netviewer appears to be available exclusively for
Windows. **Again**... I am not on windows.
This is not an issue with my account. I am also able to reproduce this
problem on other domains (and thus other email addresses) I use through
your service.
On a quick scan of the page source, it appears you're pulling the
message body via AJAX, which indicates to me that, in all likelihood,
since the two requests are so close to one another, you are storing the
current action somewhere for my user, and querying that action twice
(once for each email)... thus resulting in the same email body for
multiple email messages.
In other words, the first click results in the action being modified to
"view email 10". The window is opened for that email, and the header is
loaded. The second click results in the action being modified to "view
email 11". The AJAX call for the first email, which was delayed, now
queries the action... returning the body of message 11. Thus, I get a
message with headers from email 10, and a body from email 11.
That is not an issue with my browser, or my computer, or my account.
That is an issue with your script on the other end of that AJAX call.
I don't have any interest in sending my password, in clear text, via an
unsecure email for no reason. This issue is present in your 1and1
webmail app... not in my account. If you open up firefox, and give it a
shot (on any account, yours included), you should experience the same
behavior.
1) Open firefox (or any browser that supports tabs)
2) Go to 1and1's webmail
3) Login, and click on "Inbox"
4) Right click on one email and select "open in new tab"
5) Quickly, before the first email loads, left click on a different
email
Email 2 will be the second email
Email 1 will be the headers of email 1 and the body of email 2
This happens, unfailingly, every try on every account at every time on
every operating system.
Thank you,
-Jess
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Dear Jess Mann, (Customer ID: xxxxxxxx)
Thank you for contacting us.
We understand for your concern, we have tried replicating the issue in
our end using a webmail account and followed the steps that you have
mentioned. We also had used firefox in doing this and tried right
clicking to open a new tab to read a new message and then left click to
another message right away, however, we did not encounter the same issue
that you currently experiencing in your end. If it is ok to you, that
we could ask for a screenshot for an email that you opened with a
different header with its body of the letter as well as a screenshot
where it shows what its header and its body of letter should be. Please
do understand that we need this informations so that we can recify this
issue. Thank you for your patience and bearing with us.
If you have any further questions please do not hesitate to contact us.
--
Sincerely,
Mary Jane Pisueña
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Hello.
Please understand that my frustration is not with you (or any individual
who has contacted me in hopes of rectifying the issue). I appreciate
your efforts. Instead, my frustration is directed at the general service
as a whole.
I have received around 5 emails on this issue as of yet, from 5 entirely
different people. Each email has requested information that I already
provided to a prior contact. My --first-- email provided a screenshot.
My 3rd email provided another. Now I'm being asked for more. I've been
told to install or use windows software twice (I'm on Linux), to describe
things present in the screenshots I've provided on multiple occasions, and
also to ignore the issue twice, in different ways. Hopefully you can
understand why this all begets a bit of frustration.
I've attached all the screenshots I've already provided, plus another 2.
(4 in total).
If possible, could I have a single point of contact for this issue to be
resolved? I don't want to be asked for steps to replicate the issue, or
screenshots, or my password, or what operating system I'm running again
in another 2 days.
Again, I do appreciate the help (Really!). I'd just like to not be passed
around to every support rep at 1and1.
[[snip long, overly simplified description of screenshots]]
Again, I can reproduce this issue with any two emails.
Thank you,
-Jess
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Dear Jess Mann, (Customer ID: xxxxxxxx)
Thank you for contacting us.
We were able to replicate your issue. This issue isn't operating system
dependent. It appears the current version of the 1&1 webmail wasn't
originally designed to handle what you're trying to do. I've filed a
bug report with the webmail developers. Hopefully an enhancement can be
made to the current webmail. Unfortunately I cannot give you an
official time frame as to when this issue can be rectified however I'm
letting you know now that we'll investigate further.
If you have any further questions please do not hesitate to contact us.
--
Sincerely,
Jeremy Braid
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I suppose this is mostly frustrating because I'm going through worse, via the phone, with 2 other companies... but oh well. I guess I should just be thankful I don't have to deal with Rackspace anymore.
Best of Luck,
-Jess