Yep, I quite agree. I had a 1&1 account about a year ago now and their customer services were absolutely crap! They took 30mins to answer the call and then put me through to the wrong dept in Germany where I was told to call another number; needless to say it took another 40 mins to get through and they still had no answer to my problem. They may have improved since then but my experience has completely put me off using them ever again.
Regards