NordLayer: Secure Your Network 4+

This feature is utterly broken for me and it’s a big one. Without the ability to add trusted networks, it isn’t possible to automatically turn off VPN when moving to a trusted network

Engineering is terrible… unless you like using chat as the main way to debug your installation….

I wouldn’t waste your time…

I'd have to say that NordLayer's brazen commitment to alienating their customer base is something to be admired. It's an odd way to show people that you care. Well, it's actually not a way to show people you care at all, but hey, you gotta respect a company bold enough to stand up to their own customers, right?

I especially respect Benedict Tate, who is the Sr. Customer Service Manager at NordLayer.

I signed up for NordLayer because I'm trying to bootstrap a product idea. My development agency referred me to NordLayer because they thought I was going to need a VPN service. I purchased NordLayer for $61, but we had to put the project on pause because the developers were working on a feature that needed to be completed before we could set up the VPN.

Once it was time to revisit the VPN, the team and I decided that we could go a different route in the short-term, so we wanted to finish building more of the product before we layer the VPN in.

I reached out to NordLayer because I was a few days past the 14-day trial, and I asked if I could get refunded. Benedict Tate responded telling me that the company does not wish to refund me due to the fact that their policy states that I was supposed to cancel in the 14-day window.

In the technical sense, Bernard Tate is correct, but he showed no sign of reason and no empathy as a customer service representative. It was my intention to return business as soon as I was ready to re-start the service, but this didn't appeal to Bernard. As far as NordLayer was concerned, they had my $61 dollars, and their policy was all that mattered.

That's a pretty impressive way to treat your customers, isn't it?

Thank you Bernard Tate for helping me realize what top-notch service from NordLayer is all about.

Hmm, that's a tough one. There was so much to like about my interaction with Bernard that I don't even know where to begin. I mean, there's just so much to like about a company that shows no mercy, it's almost hard to find any flaws with NordLayer.

- Their ability to re-quote a cancellation policy is impeccable.

- Their commitment to winning me as a long-term user and loyal advocate for the business... genuinely heartfelt.

- Their ability to listen to customers? Flawless.

- The warmth and ability to make customers feel valued and "not just another number to squeeze profits out of," remarkable.

Bernard Tate is the man! Thanks Bernard! Can't say enough about this company, and it's all because of the way you re-quoted that cancellation policy so that I could re-read it one more time. You freaking rock!

In a word, my experience with NordVPN can be summarized as:

- A company that values profits and policy over people.