Anonymizer Inc

Review: Anonymizer is completely unreachable by business telephone. Their recorded message refers one to fill out a web form on their web site.

However, I have waited for 4-6 weeks for a response, and furthermore, this is an unacceptable, unprofessional, and unethical way to run a business that deals with security issues.

Many security issues require immediate, personal response. Anonymizer should look closely at the technical support provided by HostGator: 24/7 tech support, highly skilled and technically competent agents (not the typical fluffy CSR jargon that hides software engineers and company owners, even at places such as Apple! Layers, and layers of incompetent CSRs and CSR Supervisors who have no depth of background and cannot assist with technical issues).

They also have cut back from multiple server sites located around the country: a real security plus, to only one in San Diego. Also, they are no longer screening for viruses, trojan horses, and malware coming through their servers IP Addresses, so our local system is now under constant attack! How are these malicious hackers getting to our local, machine IP Address if Anonymizer was doing the job they used to do by screening all traffic at their server sites for malicious code, viruses, trojan horses, malware, etc. Fortunately for our company, we have invested in robust software protection on our local machines: but, the bad traffic should not, and never used to get to our local IP addresses. Anonymizer is suffering a service failure and acting like a company on the brink of going out of business. Perhaps the Attorney General should be called in

Anonymizer is betraying the Public Trust and behaving badly as a Corporate Citizen: they should be put out of business...because, they're really only half in.Desired Settlement: Complete refund for this year's (2013) charges immediately to our PayPal Account. They can keep our prior years fees: we will switch to ntrepid for our business proxy service.

Business

Response:

Below is a copy of the email submitted to the customer to the provided email address.

[redacted],

Hello, I’m [redacted], and I’m the president of Anonymizer. I’ve been looking into your complaints about our service, and your Revdex.com filing against us.

I have tried several times over the last few days to call you, unsuccessfully. I’ve only been able to access a generic voicemail box, that I’m not sure is yours. Since I was unable to reach you over the phone, I have decide to reply in email, I hope this addresses your concerns to your satisfaction.

In addition, I’d like to clarify what the Anonymizer service does, and does not offer. Anonymizer does not filter traffic, remove viruses or malicious code. We do not prevent surfing to any site, or monitor or track your use in any way. As such, you should still be taking precautions for potential malicious activity in your environment. Your claim that we used to offer protection against Trojan Horses, viruses, and malware is inaccurate. We have never offered this functionality. If your environment is under ‘constant attack’, it’s an issue unrelated to Anonymizer.

Also, we have never offered multiple server sites ‘around the country’. You state that we’ve cut back, which is not not accurate. We’ve actually scaled up significantly in 2013.

I see in our ticket tracking system that you’d inquired a couple of times regarding an affiliate program. I see that we did respond to you informing you we no longer offer such a program, and haven’t for a while now. For your information, we have no plans to introduce one in the future.

I’m sorry that you’ve found our support not to your satisfaction, but moving to an email only support model was a decision that wasn’t made lightly. It is however, not unusual in this day and age. We respond to 99% of all emails within a four hour period. Certain requests, non technical ones like yours, do route up to me to answer, and those can take up to two days with rare exceptions. I do see that one email you sent did take six days to respond to, and I apologize for that, occasionally one slips through the cracks, but I don’t see anything that took up to 8 weeks.

I can assure you, we are not on the verge of, or in danger of going out of business. We will launch a new client in December that’s a major update to our current one, have added multiple platform support, and will be adding major functionality to our service in 2014. I hope you choose to remain a client, and see the positive changes to the customer experience, should you choose to retain your service for personal, non commercial use.

I’d like to point out that our EULA clearly states that Anonymizer is not meant for business use, and is solely intended for personal non commercial use. The very first line of our EULA states this, and similar statements to commercial use of our products.

THIS END-USER LICENSE AGREEMENT ("EULA") IS A LEGAL AGREEMENT BETWEEN YOU (EITHER AN INDIVIDUAL OR A SINGLE ENTITY) AND ANONYMIZER, INC. ("ANONYMIZER") FOR PERSONAL NON-COMMERCIAL USE OF THE ANONYMIZER SOFTWARE THAT ACCOMPANIES THIS EULA (THE "SOFTWARE") AND THE ANONYMIZER INTERNET-BASED NON-ATTRIBUTION SERVICES (THE "SERVICES”).

I take exception to your claim that we are behaving unethically. Personally, and as a company, we strive for, and hold ourselves to, the highest ethical standards. If you have any evidence to us behaving in an unethical manner, I would very much appreciate it being brought to my personal attention.

Lastly, in your BB filing, you claim that you’ve spent $500 on our service? I currently only see one account for you expiring in 7/2014, and that didn’t cost $500. Could you let me know what this was in regard to?

If you are interested in commercial use services, we would refer you to Ntrepid. I will attach the full version of our EULA at the end of this email.

Best,

—

[redacted] C [redacted]

President

www.anonymizer.com

Review: I had previously installed the Anonymizer Universal product from Anonymizer, Inc, and had a one year subscription. After using the service, I decided to remove it from computer, followed the uninstall process, but trace portions of the product still remain on my computer. I have been experiencing serious performance issues related to the pieces of the software that remain on my computer, including massive consumption of Memory and CPU activity that slow everything else down. To remedy this, I have tried numerous times to remove all parts of the software, but it is still happening. It is behaving almost as if it is malware.I have tried to contact Anonymizer through their website, but considering how long it's been and that I no longer remember my username, I have no way to contact this company directly, so they can address the issues their product have had on my computer. There is no phone number for contact, and no open way to get in touch to have them remove their faulty product, which I no longer license, from my personal property.Desired Settlement: I want this complaint registered on Revdex.com, so that other consumers can know this is a flawed product. I work in technology, and no executable product code should remain after something is uninstalled. Also, considering they are a private VPN product, that should protect against tracking and help protect their customers, this is behaving like a virus.I also want someone from the company to respond to my customer service request, and want all traces of their product removed from my laptop.

Business

Response:

Review: After years of being a customer of Anonymizer, I was recently forced to switch to another product of Anonymizer, Anonymizer Universal, from the product I was using for years, Total Net Shield. Within days of switching over, the performance of the new product was horrible in comparison, extremely slow speeds, constant disconnections from the service and the discontinuation of tech support by phone.Desired Settlement: I would like to be able to talk with tech support, just like I had been able to for years whenever I had a problem. I want Anonymizer Universal fixed, so I can get decent download speeds and not be disconnected constantly from the service.

Business

Response: