Astrill

Terrible to non-existent customer service

21st of Apr, 2012 by calysar

Ignored by useless, rude, and borerline retarded customer service representative "Robert" who kept asking for information I had just given him/her. I don't think they even speak English. Astrill has been down all day, no response to emails, no explanation, info, or offer of a refund. THESE PEOPLE ARE SCAMMERS, DON'T SIGN UP OR YOU WILL REGRET IT!

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Comments

4195 days ago by Jackmo

I agree. I can't believe they're still in business. They've be up to this for 2 or 3 years now. The web is full of complaints.

3568 days ago by Poulin

I am very unhappy today to be honest, I am very upset.

I decided to try Astrill as a VPN and I thought that it would be easy to install and use even though I am not technically incline.

I had an issue with the installation therefore I contacted the online support. I spoke with Anna, Eva and Ted.

Due to the issue with the installation, a support personnel took over my computer using a remote control.

Upon resolving my issue with Astrill another issue arose and they did not want to take responsibility.

I was left to deal with it on my own without any assistance. The issue was that they changed my desktop image. It was no longer there and my desktop went black. A friend installed when I live in Canada because I am not technically incline.

I kept asking them to return my setting to the original one but they refused telling me that it was not them who did it.

Who could have change my setting? I was not in control when they used the remote control. They were in control. I just sat and watch.

They kept asking me many technical questions to which I was not able to answer and when I asked for the name of their supervisor, I was getting no answer, I got no where or all of a sudden they could no longer help me.

Who change my original setting? Who?

There were only two people involved here, Astrill and myself. I did not touch the computer because they needed access. Therefore who changed my setting?

I am extremely displeased and upset with the way Aprill dealt with me.

I asked several times Anna (over 20 times) for her superior and got no where. She made up excuses and even terminated our conversation with chat.

This is not right, you do not go around and change the configuration of people's computer while assisting them.

At no point, was an effort made to resolve this second issue created by Astrill.

I am extremely disappointed in the way this was handle, very unprofessional upon their part and I was the one to be blame for their error.

Thank you,