chat support is brain dead

cholcobo3cholcobo3
in Feedback
Has anybody here had an encounter with technical support that was good?

No, asking a stupid question that could have been easily found on the website, and then getting a link to at page answer that stupid question does not count as a "good encounter"

I just want to know if anybody has seen a single tech support person with reading comprehension ability and competence.

Comments

  • VecconVeccon
    Hi Cholcobo3,

    I deeply apologize for any frustrations you may have experienced when contacting support. If you would like, I would be more than happy to ensure that your issue is handled promptly and appropriately.

    Please submit a ticket by sending an email to [email protected] with the subject: ATTN Cal. This will ensure that I see the ticket as it comes in, and I will pick it up right away and be happy to address any issues you may have. Again, let me apologize for any frustrations you may have experienced.

    Thanks,
    Calien M
    Tier 2 Technical Support
  • OmniNegroOmniNegro
    Honestly I never ran into a problem difficult enough to require any help. The one and only time I asked for support was when I first began here ages ago and thought the VPN and forums were joined and so I subscribed to the forums with my VPN username. I asked if there was a way to change it and they simply asked me what I would like it changed to. It was done in a minute or two.

    But obviously this is not enough to know if there is any reading ability or comprehension and competency around.
  • cholcobo3cholcobo3
    OmniNegro I didn't see an answer to my question in there.
  • OmniNegroOmniNegro
    OmniNegro I didn't see an answer to my question in there.
    I told you what I can. Would you like me to lie to you? (I presume not.)

    Just in case you want me to lie to you, here is one that comes to mind...

    1. I asked support what was wrong with me and after a seemingly unending stream of profanity, I heard my name. Sure enough they were right about me.
    2. I asked support if there was a way to enable multithreaded processing of a single connection via OpenVPN, and was told that it is not currently possible, but that I could run up to five simultaneous connections even on the same device and have each as an individual thread to share the computational overhead better on a multicore system. (That was not asked by me, but it is true.)
    3. I asked support what the meaning of life was and I was told to go download stuff. (That is not true, but seems to be a way of life for many users here.)

    I do not really know why you want to hear our experiences. But I could tell you some true stories of how cool the PIA staff are.
  • cholcobo3cholcobo3
    I'll tell you a true story.

    I tried to get help.

    I wasn't helped.

    The End.
  • cosmoxlcosmoxl
    unfortunately, my experience with support in the past wasn't satisfactory either.  later I did contact KYJelly via message in this forum and did get a satisfactory answer for the same question.
  • BeefJerkyBeefJerky
    edited January 2015
    I will also chime in and say I didn't have a good experience with support regarding an issue with connecting to FTP servers. They were hesitant to give any helpful information, and they never did really fix the issue. That support experience, combined with the inability to use alternate encryption methods without their app and the lack of any real transparency made me leave.

    Also, the lack of OpenVPN over SSL/SSH will keep me from coming back. It turns out that the slower speeds I was experiencing were due to Comcrap throttling OpenVPN. OpenVPN over SSL fixes that for me.

    I went with AirVPN, which is much more transparent and supports the higher encryption methods with standard OpenVPN. They also have a much better way of dealing with port forwarding. I haven't had to deal with their support yet, but I will report back on my experience if I do. That said, after switching, I can confidently say that AirVPN is worth the extra money.

    All that said, I do not hate PIA, and would consider coming back if they fixed their issues (support, alternate encryption, transparency) and made OpenVPN over SSL/SSH available.
  • VPNTesterVPNTester
    On two occasions I got help for complex issuess.

    On both occasions I got mixed agents in the answers and some were OK, the other ones were just stupid.

    So keep on replying/trying until you stumble on a good one, probably Tier 2 or higher.
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