Source
r/PrivateInternetAccess•
skipdog172

Beware, PIA Support never responds to tickets

After signing up for this service, I was sent an e-mail (over 2 weeks ago) saying I could respond to that e-mail for any issue I was having as a new user and a ticket would be created. I responded to that e-mail with my issues and never heard a thing. A bit later, I manually opened a ticket (ticket#450657) and it's been over a week and still no response. So yeah, if you are considering PIA, just know that the support is nonexistent.

Posted Oct 3, 2017, 2:35 PM UTC

215
Skanky•

Not my experience with them at all, but sorry about your deal.

2
skipdog172OP•

Yeah I understand they probably do respond to some tickets but judging by the amount of new posts on this subreddit in the last week alone regarding a total lack of responses to tickets, I am surely not alone. Seems like the only way to get a response is to make a post on social media and potential new customers deserve to know that.

1
thelous•

youre right, they should make "official" forum and use it for support instead of reddit....

2
PIAJason•

We have one of those PIA User forum

3
thelous•

oh, a week ago i tried to access forums it wouldnt connect... thought that they were down or something :D

1
PIAJason•

Hey u/skipdog172 I'm sorry that you have had to wait for support. Please let me know your ticket number and I will be happy to handle your issue/request

2
skipdog172OP•

The ticket number is in the post.

It's also not about the wait, it's about the total lack of response. Sending me a simple 'hey sorry we are really behind, we'll try to get back to you next week' would be fine and this post wouldn't exist. It's also frustrating that like some sort of black magic, posting on reddit somehow gets a faster response than submitting an actual ticket through PIA's own support website. Truly mind-boggling.

1
PIAJason•

Your correct I have your ticket number. The cause for the discrepancy between Reddit and the support cue is that it's handled by different departments. I have responded to your ticket and await your response. i will be happy to help with your speed issues.

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[deleted]•

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1
thelous•

also most likely question people are asking have been answered already... honestly PIA is best for android, vpn+adblock in same (dont want to root to get "real" adblock)

1
skipdog172OP•

I'm not 'losing my shit'. I am simply letting potential customers know about my support experience. Making a post on social media is apparently the only way for me to get help with the issues I'm having with the service. I tried all of the 'fixes' suggested by google and none of them helped me. I don't see anything wrong with making a post like this especially when it seems to be the only way for their support (which I have paid for as a part of the service) to help me.

1
Tomeworms•

Agree with you 100%. PIA is a marketing driven company and very sensitive to any negative things said about them publicly. They don't care about taking care of their customers until it gets some public visibility. Their ticketing system is one big black hole, easily ignored because it's not publicly visible. I've found it a complete waste of time using their ticketing system. As they say "The squeaky wheel gets the grease." So in the future I'll just post my support requests in this subreddit.

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1