One of the first questions I ask when someone needs help is: Could I see the correspondence between you and the company? When Steven Price showed me his back-and-forth between with a company called Surfbouncer, I was speechless.
And then I asked the company for its side of the story.
Normally, here’s what happens when you have trouble with a business: You send it an email with your problem, and it replies with a pre-fabricated form response that vaguely addresses the issue and offers non-apologies like, “We’re sorry for the way you feel.”
Surbouncer, which offers VPN services for international travelers who need to stay connected, is not one of those companies.