Hotspot Shield Customer Service

[Mac]

Bit of a rant but...

 

Contacting support sucks for pretty much every company, but Hotspot Shield have been the worst.

 

Is is just me or is 3 days a bit long for a support ticket to be replied to?

 

Most companies get back within 24 hours...

 

Just though I would share as I'm getting really annoyed with it now as I want a refund.

[Drown]

When did you email them? Some CS are not 24/7, so if you email them Friday it's very possible that you would have to wait until Monday, since some don't work during the weekend. I don't know if that's the case with Hotspot Shield though, I would think it's not 

[Mac]

Sunday the 29th, I'm not sure if their support is 24/7, but I've sent multiple tickets and there's about 1000 difference in the ID so I think they might be overloaded with tickets, but still, 3 days.

[hotspotshield]

Hi Mac,

 

So sorry for the delays in support responses! Could you please pm me your ticket #? I'll get it escalated. We recently rolled out Android support for cross-platform users, and that has brought in over a million of new user in less than a week. We're increasing support staff, though until things are all under control there will be a few days or a week or two until the delays are fully addressed.

 

Again, I apologize for the delays, and will get your ticket escalated if you could pm me or email it to bes@anchorfree.com . Thank you so much for using us and for being patient with us.

[JDGaulin]

LTT forum members getting special treatment and a discount!

[Mac]

Hi Mac,

 

So sorry for the delays in support responses! Could you please pm me your ticket #? I'll get it escalated. We recently rolled out Android support for cross-platform users, and that has brought in over a million of new user in less than a week. We're increasing support staff, though until things are all under control there will be a few days or a week or two until the delays are fully addressed.

 

Again, I apologize for the delays, and will get your ticket escalated if you could pm me or email it to bes@anchorfree.com . Thank you so much for using us and for being patient with us.

Sent you an email.

[hotspotshield]

Sent you an email.

Thanks Mac! Replied, and ticket has been escalated. Thank you!

 

If anyone else has any tickets that need some tlc, please email me at bes@anchorfree.com and I'll get them escalated as much as possible. Thank you so much!