I went with PureVPN. I am not satisfied with their service. Their 24/7 live chat support does not work : enquiry is always offline, and i can’t get to support. Whenever I try to start the chat, it just shows “connection is lost”.
I emailed them, and no one replies.
Hi /u/koolkoala8! Could you try a different browser to contact our Live Chat. I’ve just reviewed our error logs and the system hasn’t been down (even for maintenance) since September.
Like /u/zelifcam suggested, you could always make contact on our Social Media. Those guys have a habit of writing up complaints about unresponsiveness and forcing the support team to stay on their toes.
Been a PureVPN customer for about a week and i cancelled today. The ONLY time i was feeling the love from these charlatans was when i was making initial inquiries as to whether or not their service would work on my router which, of course, they assured me it would, i think you see where i am going with this. Cut a long story short, they completely ignored my numerous requests for support once I was a customer, clearly running down the clock on the 72 hour money back guarantee. Being ignored on a “live chat” session was something i had not experienced before, quite remarkable really. The session started relatively amicable but when i started sending VPN error logs for him to look at, something he clearly knew nothing about, he just went dark on me. Shitty firm, shitty product and they are welcome to keep my fee as my self punishment for being so stupid to fall for their clearly bought positive online reviews.
I had a very bad experience with PureVPN: I wasn’t happy with their speeds from India so went online and cancelled my monthly service in my customer area. I anyway got an invoice and was charged the next month. Thinking it was a fluke I went to my customer area and cancelled again. Still I got an invoice the next month. So I went to their chat and asked them to cancel my subscription and void the invoice. Their representative confirmed that was now done.
What do you think happened? I was charged again…!
So wrote their customer service asking them to cancel and refund the last payment. Their response was that I have to do it in my customer area, where I had already done it twice! After another email they cancelled the service but never even replied to my request to pay back the incorrect charge.
In the end I had to do a chargeback and got the money.
My advice: Stay away from PureVPN! (Reddit is full of their shills)
Twitter?
Isn’t it telling the whole world that you are using their vpn for certain purpose? Would customer even raise a p2p issue on twitter?
I recalled sending an email to them but only to receives their response 4 to 5 days later
Hello!,
First off, let me apologize if anyone has had a bad experience with our Support Team. We’re constantly working on reducing our waiting times. I am associated with PureVPN and would welcome queries via the messaging option on reddit as well. If I can help sort out general queries, it would be my pleasure.
I understand the hesitation one might feel when discussing their issues on social media, but if a small discussion can help me in directing you to the correct person, I believe it to be worth the trouble. I’m open to suggestions on improving the support service as well! Making contact via social media might help prioritize things and get you a reply faster (assuming you sent in a query via email).
Sounds like a rather bad experience that you had.
After posting my question here on reddit, I got a reply to my support ticket. Also, the live support I was desperately trying to contact all of a sudden worked, and was even popping up on the screen, ready to chat straight with someone.
To be fair, they refunded me without making too much trouble.
I also had the feeling that customer service and technical knowledge come second.
clearly running down the clock on the 72 hour money back guarantee
The money back guarantee is 7 days = 168 hours. If you haven’t been provided your refund, please share the email address you signed up with and i’ll look into why this happened.
Being ignored on a “live chat” session was something i had not experienced before
I apologize you had to wait for service. I’ve filed a complaint and reduction of waiting times is an aspect we’re constantly working on. Thank you for highlighting this.
clearly bought positive online reviews
That would be very expensive!
Always a great sign when you need to reach a company that you pay to provide a privacy service, over twitter. Nice!
“Rather bad” is an understatement mate!! I have now gone with AirVPN, they have a low risk one euro free trial which I gave a shot and their ready made OpenVPN script for my router just worked where two other firms (including PureVPN) failed miserably. Cannot comment on AirVPN’s customer support as i have had no need to contact them, yet. So far so good and if anyone out there has a Netduma R1 router and is having VPN issues give these guys a shout, the worst that can happen is losing one euro.
Well, at the time i bought it was three days, this must have happened very recently. Even the review on Best VPN quotes this little gem “PureVPN also offer a 3 day money back guarantee in case you are not satisfied with their service.” So please don’t get on your high horse about that. In regards to being ignored, it was all going swimmingly until i presented him with VPN error codes, then it all went very quiet and with the technical advice i received just now (see above) I can clearly understand why. Douglas Crawford from Best VPN said “We do receive affiliate rewards” when he replied to one of my comments so yes, regardless of how “expensive” it is, you do pay for positive reviews. It also helps when you have members of staff replying to all negative reviews on this site then using that opportunity to give themselves and the company they work for a five star rating, basically countering any objectivity this review site has, if there was any to begin with??
Quick update, after six day’s of email silence (in regards to any actual support) they got back to me via email just now and their advice was “have you tried using TCP”??!! WTF?? That’s the networking equivalent of asking an IT Retard “is it plugged in?”. This after me sending them script and VPN error codes to check which, whilst i am far from an expert on this subject, hence me needing their help, you would think it would lead them to believe i am not a complete spaz when it comes to this sort of stuff. Un-fucking-believable!!
Hi /u/charliebigchip
I understand your frustration. If you’d like assistance of any sort, you can let me know and we’ll take it from there.
Call support is something we desperately want to introduce! Bringing in tech experts with the required multi-lingual expertise is the challenge!