Witopia

Hi,I wish to start our response by noting that we had our Director of Customer Support contact this former customer via Email and telephone (a VM was left also) to work out a suitable arrangement but there hasn't been any response so I felt we should respond in writingAlthough we're
certainly sorry for how this turned out, especially since we have spent years earning a reputation for customer service far above and beyond what is typical, there is a mix of misunderstandings and inaccuracies in the complaintOverall, the expression, “no good deed goes unpunished," comes to mind.This may be difficult to follow, but I will do my bestThe customer had been a long term customer of our personal VPN Pro service, which is meant to be used on a desktop/laptop computer, tablet, or smartphone, and loaded it, at some point over the years he was a customer, onto a router to share the service amongst other devicesWe also sell a product, meant to be used on a router, but that is not the one that was purchasedAs an example to help explain, what happened is similar to purchasing a license for *** Office for use on a single computer, but then loading it onto a server to be shared across multiple devices outside of the license.I do believe that it's most certainly possible that the customer did not know he was violating any of our policies by doing what he was doing and we do know users do this without our knowledge here and thereWe're priced lower than other competitors who allow use on a router so we understand it is appealing to use our lower cost, yet high quality, service on a router because, quite frankly, it is the same, or better, than what others offer for a much lower priceBut, to keep our prices low, we don't allow the use on a routerThe great majority of customers don't wish to use it on a router so we offer that special use case as a separate, higher cost, product so we can offer a much lower price to all our customersBut, this customer, like others, found a way to set up their own router and use our non-router service on itAgain, we know this happens and have made the choice to mostly "look the other way," if they hack together a way to do itWe're not on a mission to detect these users, and just chalk it up to a cost of doing businessThe issue here is that the user had problems with his homemade router setup and was asking for help to re-establish itThis put our support person in the position of trying to help support what was not only an “illegal" configuration, but is typically, a lot of work to accomplishWhich is, again, why we can't offer it for the price point of the non-router service that the customer was currently paying

---------- Forwarded message ----------
From: [redacted]
Date: Sat, Apr 26, 2014 at 3:16 PM
Subject: Complaint # [redacted]
To: 
#1155cc;">[email protected]
Dear Revdex.com,
I am writing to inform you that this case has been resolved to my satisfaction following communication with the company, WiTopia via email. They have offered me a full refund and an apology which I will accept. Please close this case. 
 
Additionally, I would like to thank the Revdex.com from the bottom of my heart. It's just that sometimes, there is no way for a customer to defend themselves against an ingenuine business, and you guys are the best. Thanks again!