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Eric Bewley

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    4955 comments  ·  PureVPN - Windows  ·  Admin →
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    Eric Bewley commented  · 

    When I first tried using PureVPN, I was concerned by the fact that you didn't
    openly provide a trial period or a money back guarantee. As a software architect,
    Senior Developer, and business owner, this didn't seem right for a service such as
    this. It took 2 chats and 2 emails to get you to provide a trial account, but it finally
    worked, even from China, so I decided it was just a rocky start. Then I encountered
    your "client area", and its numerous issues. Although your VPN servers seem fast
    enough, your customer web site is VERY SLOW, often fails to load at all, and slow
    to respond via email notification. Before the 3 day trial process ended, I purchased
    an annual license, based solely on the fact that your service worked even while in
    China. Within a day of making that transaction and receiving an email notification
    of the transaction, the service stopped working altogether. After a week of trying
    to communicate with your chat agents, attempting to reset passwords (unsuccessfully
    from your end), I was at the end of my rope. This morning, I tried one last time to
    get help from a chat agent, Albert, and he was the first person that mentioned
    that I should have received a new email after purchasing the annual license -- an
    email that I never received. Even so, the process by which we had to sort this issue
    out, is unacceptable. Personally identity security is paramount! Your people
    should NEVER ask for a user to report what their current password is! Also, you
    should allow people to choose their own user name, since it is hard for them to
    remember the one you provided, leaving them without service or a way to fix that
    service when in countries like China. Given all of this, I cannot rate PureVPN as
    anything other than marginal, a rating of 2 stars or less. I urge you to please take
    new look at your chosen technologies (PHP), support site functionality, customer
    service agent training, and security standards. You have the potential to be great,
    and after making some changes, I think you will be, but some work is required.
    You are losing/driving away customers due to these issues. After asking around
    with friends, coworkers, and employees, I found that many tried your services,
    but left because of some of the same issues I reported above. Some of the stated
    concerns/issues were: 1) no trial period, 2) no money back guarantee, 3) UI that
    is difficult to understand, 4) unhelpful customer support, 5) billing issues, and
    more. Good luck on your venture. Since the service is working for me at the
    moment, I'll continue using it, but I can't agree to do so if I continue to see these
    issues. Thanks, and good luck, Eric

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