support?
Is anyone else having trouble getting support for this service?
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jun.16 3:30pm bought PIA, fought trying to make work and contacted support at 5:00pm.
i've received 2 in depth emails for other problems (that are worth saving).
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i have no real solution to making PIA run at this point.
i haven't heard from support now in 48hrs, still quoting 4-6 response time, no phone, no chat to hook up to and make sure ball moves down field, just email and hope for response.
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openVPN worked without a hitch, but at 10% speed and tools recommended by PIA don't see my real IP, but this one does:
https://www.privateinternetaccess.com/forum/discussion/21649/pia-work-in-safemode-w-ntw
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i figure either no one is getting support, or they are cherry picking around tough cases to make numbers showing they are helping?
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i do tech support, and if anyone were to have a problem like this and ask for escalation (especially new client) and i refused to respond for 48hrs. there would be serious consequences.
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jun.16 3:30pm bought PIA, fought trying to make work and contacted support at 5:00pm.
i've received 2 in depth emails for other problems (that are worth saving).
.
i have no real solution to making PIA run at this point.
i haven't heard from support now in 48hrs, still quoting 4-6 response time, no phone, no chat to hook up to and make sure ball moves down field, just email and hope for response.
.
openVPN worked without a hitch, but at 10% speed and tools recommended by PIA don't see my real IP, but this one does:
https://www.privateinternetaccess.com/forum/discussion/21649/pia-work-in-safemode-w-ntw
.
i figure either no one is getting support, or they are cherry picking around tough cases to make numbers showing they are helping?
.
i do tech support, and if anyone were to have a problem like this and ask for escalation (especially new client) and i refused to respond for 48hrs. there would be serious consequences.
Comments
The 1st email was a good tech email, probably sent a lot, but not to topic.
in part emailed:
rebooted, cleared running apps, removed/reinstalled, followed youTube vid = SAME
see in processExplorer see 2 pia mgr + 4 pia nw , ruby references
follow PID's to systemExplorer see activity some delete processes/not a lot
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2nd email apologized for 1st being off topic and gave me exceptions (more good info but not to target) to put into firewall i said wasn't running.
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My massive stab in the darkness: Skeleton crew or not, if you quote 24/7/365 4-6hrs, 48hrs is too much i think; especially when both offered emails could be countered by previous info i gave??!!
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For the record, it's been 4 days since my last email from support. Nor are any of my posts answered by the techs(but see them show up on other posts in timeline).
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Initial setup never completed, hangs at "loading..."
i emailed 1.5 hrs. after purchase, and 7 day return period almost up!
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i tried to parse issue down as far as possible, no security running, even sent in screenshot of all processes, showing windows and PIA dominated the few processes shown.
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i did receive 2 tech emails, but neither really for the described issue.
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i proceeded to load openVPN without a hitch(so would think native PIA app has problem); but download speed drops from 100mbps to 3; so still inquired about using the native PIA app.
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Seems had a disconnect last night and and a copyright email from BH.
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Very frustrating, can get refund, but even more; have another story to take back to work to preach again about how to treat a customer and what it feels like to be a customer.
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Won't work in safeMode w/ntw, not sure if it is supposed to.
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i sent in this to show how little running on box:
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and this to show processes loaded and also how the icon next to the clock shows and only options that ever present:
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i have traced PID's thru processExp and procMon, to find these sections of perhaps interest:
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""""I have escalated this ticket to our Tier 2 Technical support team so that we can better assist you.
We appreciate your patience in this matter.
Regards"""
This was message 17 after not being able to connect to PIA for many days. You figure an average 8 hour wait between responses and some of them repeats how frustrating this can be. Anyways 2 days ago it's been escalated to teir 2 tech support and I'm still waiting. I found out that it was just a simple port number change. Their online instructions are outdated and they've admitted that but still haven't changed them yet. I just figured out my problem on my own. Do you think a simple port change could have been figured out a little quicker than a week?
That really sucks!
But, i guess is worse, cuz i haven't heard form them in a month on 2 cases, a PM to a staff member i thought offered to help, several posts. i've sent logs, screenshots or running processes etc.
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Can't use the PIA app from day_1, opened a ticket 1.5hrs after paid, got 1 email with steps that didn't apply, next day an email from another apologizing for first email and instructions for making exception thru firewall i already said was down. Then entered the empty, hollow vacuum of no support for last month, like i said this vacuum sucks!
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PIA have threatened to help, way more than they have.
We have all kinds of names for folks like that down here! Maybe we should have a creative contest for proper names covering this situation, just for fun!