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1 out of 1 people found this review helpful
3 stars
Version: GoTrusted Secure Tunnel 2.0.6
"Not a bad product, Customer Service needs help.."
Pros: Fast, good for browsing (I haven't tried P2P) and integrates well with Firefox
$9.95 per month for basic serviceCons: Slow turnaround on trouble reports
Summary: I've been a customer for about five months and have had a number of difficulties. The biggest was a sudden refusal by the client software to set up an HTTP tunnel. After three weeks of e-mails (average 2-4 days to respond), they finally changed the default port on the server (you can't do it yourself) and I was back in business.
Service drops intermittently
The other problem was caused by simply neglecting to apply a payment, cutting me off on a Friday. Shouldn't be a big issue, but my previous experience had shown that Customer Services didn't work on weekends. Fortunately somebody in Sales responded to my e-mail on Saturday and I was back on line in a few hours. Perhaps Customer Service should take a lesson in customer retention from Sales.
Now, even as I write this review, the service is down (apparently hard).
All in all, it's a pretty good service when it works and a pain if you have a problem. I guess it's the balance between subscription revenues and the cost of support labor, and the jury is still out for me.
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