Some of you may have noticed that we have been experiencing an increased volume of support requests due to the changing climate of privacy regulations around the world.

First and foremost, we would like to thank our loyal customers for their on-going support and patience thus far. We really appreciate it. To that extent, we’re putting our money where our mouths are by increasing our customer service budget to better serve you. Additionally, we’ve increased the qualifications required for our customer support agents. We are implementing more stringent and routine quality assessments of our support agents. Support agents that fall below a certain satisfaction rating, as reported by our customers, will be re-trained in hopes to meet our high quality standards. Should improvement not be realized, we will replace team members on an as needed basis.

A large number of better trained PIA customer service team members are currently working out of our new office in Denver, Colorado. The new members have been phenomenal and our customers have already recognized the improved service levels and have provided the highest average daily ratings our customer service team has received this year!

Even with the changes to customer service quality, many of the PIA staff that you have seen around these forums are still employed by PIA and can be relied upon for accurate news and updates. Some support team members have been re-positioned to other departments, including development on projects in our labs.

The increased emphasis on customer support will allow Private Internet Access to have a larger budget for improving customer service and setting the roadmap for implementing feature requests from our loyal customers - such as Live Chat. We’ve heard every complaint and the myriad of feature requests, and this move will allow PIA customer service to address concerns and reach new heights.

Every move we make as a company is made with our customers’ best interests in mind.

Thank you for your continued support and helping us fight the good fight.





Sincerely,

The Private Internet Access Team

PS: We’re hiring in our Denver office. Please inquire at [email protected].

Please make sure to send a resume, cover letter, links to anything worth seeing, etc.

Why should you apply?



Private Internet Access is fighting the good fight against censorship, surveillance, and overall evil.



Please read this if you haven't already: http://www.activism.net/cypherpunk/manifesto.html



If you want to help fight the good fight with the team that runs freenode and has donated the most to organizations such as the EFF, FFTF, Creative Commons, Linux Mint, GNOME, etc., then send us an e-mail.

Thank you in advance, and have a wonderful day. We look forward to standing in line with you against draconian injustice.





If you have any additional questions, please join us on irc.freenode.net in #privateinternetaccess