Report: #735039

Complaint Review: BTGuard - Toronto Internet

  • Submitted:
  • Updated:
  • Reported By: DeathNACan — Columbus Georgia United States of America
  • BTGuard 151 Front Street West Internet United States of America

BTGuard Customer Support leaves much to be desired! Toronto, Internet

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In all fairness, let me say that the product did what it was supposed to and I had no problems until I wanted to change Bitorrent clients and. actually got it working on software not listed on their website: QBittorrent. 

I ran into problems when I decided to use a different torrent client called Tixati.  The reason was that when I tested Tixati was seemed, to me at least, faster than anything else I've used so far.  My problem is with BTGuard's "Customer Support" or "Customer Service".  I think these emails say it all. 

As best I could, I have placed them in chronical order.  The format is BTGuard's Response followed by My Original Email to Them.  My summation is at the end of the last email chain.

Response to my first email:

 On 5/24/2011 10:03 PM, BTGuard Support wrote:


 On 5/24/2011 3:29 PM, Death****** wrote:
 Can you please tell me how to configure Tixati for use with this service?

 There is a section to configure TCP and UDP ports, either of which can be disabled.  Also, there are options to \"Use proxy to resolve names\", should this be checked or unchecked?


 Service: Advance Install - socks


Response to my second email:

 On 5/25/2011 1:30 PM, BTGuard Support wrote:
 Click on the button that says other!


 On 5/24/2011 9:23 PM, Max****** Exc****** (MSN) wrote:
 Sorry, but that was no help.  Again, can you please tell me how to configure Tixati
 client for use with BTGuard.


 Max****** Exc******

 "Can I please have my clothes back now or would you like to try again?"


Response to my third email:

On 5/29/2011 1:25 PM, BTGuard Support wrote:
 Those are the instructions. If you can't follow them, then I can't help you.


 On 5/25/2011 1:24 PM, Max****** Exc****** (MSN) wrote:
 Thanks again but, I did that before I sent you the first request for help.  I also checked all the other client's configuration instructions too.  They were also of no help.  One last time, if you know how, would you please tell me what I need to do to configure Tixati for use with BTGuard?

 Max****** Exc******

 "Can I please have my clothes back now or would you like to try again?"


Response to my forth email:


For answers to cancellation instructions, please visit: http://btguard.com/support



On 5/29/2011 7:30 PM, Max****** Exc****** (MSN) wrote:
 I have been very patient in waiting for a response to a simple question.

 To be clear, the instructions on your website are for uTorrent, Vuse, BitComet and Other.  "Other" does not address the configuration of Tixati.  There are options in Tixati that do not appear.  Rather than simply telling me that you did not know or that would take the time to answer me, you chose to take the easy way out by point to your website.  Then when that didn't work, you chose to be unprofessional and rude.   

 Let me remind you that your service is not the only one of this type and there are other options.  You should know that I prepared to renew my subscription when it ran out but, your unwillingness to either give me a straight answer or help me has changed that.  Whether you believe it or not, I have three friends who were interested in a service like yours.  Unfortunately, as the BBB would say, based my experience with BTGuard, I can not endorse or recommend it to them.  That will cost BTGuard $333.00.

 Have a nice day.

 Max****** Exc******
 "Can I please have my clothes back now or would you like to try again?"


In summation, they could have answered me one of four ways and I would have been satisified:

1.  We don't support Tixati.
2.  Our product won't work with Tixati.
3.  We don't know at this time but will look into it and get back to you.
4.  Here is what you need to do...

Therefor, as I said in my email to them, I can not endorse or recommend BTGuard at this time!

This report was posted on Ripoff Report on 05/31/2011 08:22 AM and is a permanent record located here: https://www.ripoffreport.com/reports/btguard/internet/btguard-customer-support-leaves-much-to-be-desired-toronto-internet-735039. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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