Terrible service recently and ignorant support
Sharing my recent experiences with PIA.
Been using PIA for a while and it has been good, until a couple of weeks ago. Continual disconnects, sometimes not connection for several minutes via the software client. NO service at all today on any server, cannot connect.
Chatted with Mitch today, who didn't seem to want to help, and took two days to reply to e-mail support requests and as of today another day to not respond to requested information.
This is unacceptable for a paid service. I cannot wait two days for a response to the problem. I expect that on a free service, but not a paid one. Mitch should have at least looked at the screenshots with me during the chat session.
TRANSCRIPT of todays chat:
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I cannot connect to anything today.
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Mitch has joined the chat.
Mitch: Hello Lee, my name is Mitch. What Operating system are you using?
Lee: Hello Mitch.
Lee: I've sent you the information you requested.
Mitch: Is there anything else I can assist you with Lee?
Lee: Also screenshots of Ruby errors when re-installing the client software.
Lee: Plea se check your e-mail.
Lee: The service has been really bad the past couple of weeks, and today, I cannot connect to any servers.
Mitch: We'll respond via e-mail.
Lee: Quickly, please.
Lee: I waited two days last time. Unacceptable.
Lee: Please help me now.
Lee: I have NO service!
Lee: I need to conduct research.
Mitch: Thanks for choosing Private Internet Access. Have a great day!
Disconnected by the operator. Chat session has ended.
Comments
There is little we can do without the details.
But we will try if you care to pursue this.