VPN Service Case Study (9/51 Won’t Respond to Your E-Mails)

Would you imagine waiting for a reply for 94 hours?

Well.. that’s what happened to us.

This article is a case study about how VPN services treat their customers. We will go through most popular 51 VPN services and reveal how much time it takes for a new potential customer to get a reply.

How Much Are You Willing To Wait For a Response?

Arise conducted a Google Consumer Survey of over 1500 consumers in 2017 to figure it out.

Consumers were asked:

“When contacting customer service, what amount of time would you expect a response?”

They could use between 5 timeframes:

  • Immediately
  • Within 1 hour
  • Longer than 1 hour, but within 24 hours.
  • Longer than 24 hours, but within 48 hours.
  • Longer than 48 hoursfould you imagine waiting for a reply for 94 hours?

So, what about the results?

No wonder that you get pissed off when there’s no one to answer.

You are not alone!

As most of the consumers take 24-hour reply for granted, how did VPN services perform based on expectations?

We figured it out.

We literally sent out 51 e-mails to the services, asking few simple questions.

The results were stunning!

Not only was the latest response 94 hours. Some services didn’t respond at all! Let’s image you just bought a subscription from them and they won’t respond. How would it make you feel?

Would you unsubscribe and ask for a refund?

Here are the results:

Top 3 performers were AirVPN, VPN Unlimited, and Windscribe. Great job!

Nonetheless, we cannot fully recommend these, as their safety features are not really good.

The fastest responding safe VPN is ExpressVPN, holding the 8th place.

How are your experiences with a VPN customer service?

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