Comment by windexh8er | Hacker News Reader

Comment by windexh8er | Hacker News Reader

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I've been toying around with ProtonMail premium service, so this isn't a direct reflection on ProtonVPN the product. However ProtonMail's support is abysmal. For me that hasn't been a direct reflection of the product, however getting anyone from ProtonMail to engage in a cognizant support conversation is next to impossible and takes days to get an answer. They don't seem to treat paying customers any different than those using free service by way of enhanced SLA on support tickets. My interactions have been so bad I've considered getting a refund on all my outstanding credit (hundreds of dollars for multiple users over multiple years).

I'm curious how this bleeds over into support of ProtonVPN.

I switched to ProtonMail about 6 weeks ago and have had nothing but prompt, positive experiences with their support team. Going so far as releasing new import-export tools which specifically address issues I came across when migrating my mail over.

Bridge has been in development for while. I'm guessing that's the tool you're referring to. I've asked them about a few more complex scenarios with regard to sharing of mailboxes and group send-as features. My questions were well defined and not answered in their existing FAQ. The problem I experienced was that they gave me non-answers to my questions. Sure, I did receive a response (days later) but the response didn't address my questions. Since your issue seems to have been well defined I'm not all that surprised you had a more positive experience.

Personally, I never had to use their support. I was lucky enough that everything worked well the whole time. Only reason I switched away was that I wanted a calendar too (using fastmail now)

I was/am contemplating ProtonMail from Fastmail. I've been using it for a couple years now and it's been awesome. I was hoping to gain additional security with ProtonMail but maintain the flexibility I need with multiple accounts and shared addresses that Fastmail does very well.

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