SURFSHARK CUSTOMER SERVICE SOFTWARE
SURFSHARK CUSTOMER SERVICE PASSWORD

After a couple of emails they start to ask you question you answered only an hour ago! This team structure has long been known to be a disaster for customer satisfaction yet this awful company persists in using it because it is the cheapest option, the down side is the awful service customers get. They have the worst possible kind of set up in their team, so that every time you try to follow up an issue with them you get a different person to talk to. Surfshark are the absolute PITS at customer service. Having just had their follow up emails I wish I had left the very strong language in this review. I actually edited this review after posting it, because I felt I had been a little strong in my opinions. Seriously what a complete and utter shower of rubbishness Surfshark are. So, I replied to the agents email and all I got was a reply for yet another different person saying 'Hey, thanks for the feedback, we appreciate your input'. So, I think it is fair to say that surf shark failed at every single step of the way to understand the issue, resolve it, follow up on it or to explain why they had made so many mistakes. The agent even knew the port I was using (the correct one) because it was clearly discussed in our chat transcript. So the whole back office follow up was based on incorrect information from the outset. The agent simply said I was using the wrong port for SMTP, and then quoted the port number which they thought was the one we discussed. Unfortunately that explanation was technically incorrect and did not reflect or address the problem I had, not at all. UPDATE: The promised explanation from the 'manager' never came, but I did get an apology from the agent, with half an explanation.

When challenged neither the agent nor the manager was able to explain the reasons why but promised to look into it and get back to me with an explanation. This is exactly what SS just asked me to do. An email phishing attack often aims to get you to log in to a third party service using your credentials. Why? Because it is time wasting, can lead to things getting worse, and in my experience was potentially risky to say the least. However, I ask should they be giving advice on services and technology they know so little about. It seems that they have little IT experience or knowledge and are probably given very minimum training on troubleshooting. It seems that the staff on the support team are all working remotely so cannot walk to a colleagues desk for help. That is a serious red flag for dangerous advice! So, after a day of effort and frustration I got nowhere, and again for a second time decided to close my account due to the quality of support received.

SURFSHARK CUSTOMER SERVICE PASSWORD

They already had my OS version, browser version, services enabled, IP address and more, and then asked me to send my password and login to an unknown service. I consider the advice given by tech support to be flawed, inaccurate and even dangerous. So the 1-3 above proves the agent, and the agents manager had no understanding of why they were asking me to do these awful things that no one with a IT or SW background should ever advise anyone to do. The manager was unable to explain the previous advice and only repeatedly assured me they would not do anything to compromise my passwords, and despite that assurance that is exactly what they were doing. The manager was unable to provide technical guidance to help the situation. At this point I escalated to talk to a manager. Better to test against hotmail rather than unknown third party. 3) Hotmail servers have high availability. 2) There is no way I am going to be able to login to an SMTP service with IMAP credentials so this was flawed from the outset. What is this going to do: 1) Send my hotmail username and password to a service I know nothing about. ******** ASTONISHING ADVICE ******** I was then asked to attempt a login with my hotmail IMAP credentials to a third party SMTP service. I was then asked to configure my email client to use SMTP to talk to the hotmail IMAP service.

SURFSHARK CUSTOMER SERVICE SOFTWARE

After hours on chat to support, providing detailed hardware and software info. Items 1 and 2 were not an issue with my previous account/the previous time I used SS VPN.

2) Could not access hotmail via email client. After set up: 1) Could not access youtube. About a year later I decided to come back and have another go. I cancelled my account after some truly awful advice. I was previously a customer of Surfshark (SS).

Surfshark customer service