5 Questions to Ask the Technical Assistance Team before buying a VPN Service (2021 Guide)

VPN Service

Subscribing to a VPN proxy service is quite similar to shopping any other commodity. We don’t buy the first product we find online, we don’t entirely rely on free stuff, we don’t compromise on quality, and we weigh the benefits over the price tag to make an informed decision. This article covers the five critical factors you need to check and discuss with the customer support or technical assistance team before committing to a VPN product.

Does your company log user data?

Though reliable VPN service providers state their data handling procedures and principles in their privacy policy for the sake of transparency, many VPN services don’t. Therefore, we suggest users should discuss this factor with the technical assistance team. Ask them how their company collects data, maintains electronic records, and if it shares the user activity with governments or third-party agencies. Free VPN providers usually sell user data to cover operational costs, and using such services may not be the safest bet. As a thumb rule, a VPN proxy service provider should not log user activity, including the timestamps of VPN connections and the websites visited.

 Where is your company registered?

A VPN service provider should ideally be registered in a safe jurisdiction. In the context of a VPN service, a safe jurisdiction is a country or region where the government doesn’t bind the companies to log or submit user activities for surveillance purposes. Germany, Switzerland, and The British Virgin Islands are few examples to count. However, users often get confused when they hear of server locations. A VPN service is as good as the number of its servers. To make it simple, a VPN proxy service should be registered as a company in a safe jurisdiction and should have active servers worldwide to provide high bandwidth and speed.

Does your company have multiple servers for popular locations?

Most VPN users prefer popular locations like the USA, UK, Canada, and Australia. Among these users are:

⦁ binge-watchers who use VPN services to block geo-restricted content like Netflix USA
⦁ freelancers and online workers who wish to access international data libraries that are otherwise censored and can’t be accessed without a VPN service
⦁ other individual users who either want to protect themselves on public Wi-Fi, torrent media files, or book flights to save some bucks
When too many users choose to connect through popular servers, they face bandwidth issues, low speed, and latency. For reference, speed is one of the main factors to consider when buying a VPN, and if a service provider does not have multiple servers for otherwise crowded locations, you might face low speeds and downtimes when using VPN during rush hours. One way to check the no. of servers is to navigate to the server section of a VPN provider’s website and manually check where the servers are based. But not many VPN services clearly state the no. of servers for specific locations. Therefore, it is a better idea to discuss the concern with the customer support team before subscribing to the service.

Does your company offer free trials or free basic plans?

We have usually seen VPN companies that either have 100% free or paid services, there is nothing in between. Though many premium service providers allow a free trial period so their users can decide for themselves if they would like to continue with the service. Ask their customer support team if they have a free basic plan: if yes, ask them how it differs from the paid version. Also, many companies do collect payment information before allowing access to the free trial, it is imperative to know the cancellation policy. Ask the representatives how and when they can cancel their subscription and if there are any conditions associated with the cancellation.

When and how can I claim a refund?

While many companies say that they have an X-day money-back guarantee, they might not easily refund your money if you are notably satisfied by the service. Some companies would never accept any requests for a refund. Instead, they would direct your queries to their technical assistance teams, blame your network connection or diagnose your refund request as a technical problem of your device. To avoid hassle after you’ve spent a good fortune, it is ideal to discuss the refund process before buying a VPN product. Technical assistance or customer support team should clearly state the terms and conditions under which they would grant a refund. Once the support team responds, take screenshots of their statements, as might come in handy later.

We usually shortlist such services after reading reviews on independent testing and fact-checking websites. While this works, remember that companies also pay their employees to post such anonymous and fake positive reviews. Inquiring about the mentioned factors from the customer support representative will not only give you an idea of how reliable their customer support is, but it will definitely save you some time, energy, and money.


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