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Disappointed Experience with ProxyWing Support and Region Switch Request
harvey99998
Member
I purchased a US IP from ProxyWing for testing purposes. Around the same time, our company purchased a large batch of US IPs from another provider, so this IP was no longer needed.
I first requested a refund, but support said refunds were not possible. I then asked if they could simply switch the IP to another region instead.
Instead of handling the request directly, support repeatedly asked me why I wanted to switch regions, even after I had already explained the situation multiple times. They then asked me to provide proof that my company had purchased a large batch of IPs elsewhere.
This is obviously confidential business information, and I do not believe such a request is reasonable for a simple region switch on an unused service.
I understand that providers may have strict refund policies, but the overall communication experience was extremely frustrating and unnecessarily difficult. This has been one of the worst customer support experiences I have had with a proxy provider.
Comments
Okay.
Next time read the conditions before you buy:
Refund Policy
**No Refunds by Default
**All fees paid for Services provided by ProxyWing are non-cancelable and non-refundable. Except as expressly set forth below, once a payment has been made, it is final and non-refundable.
Refund Eligibility
You may be eligible for a refund within 14 days of purchase only if all of the following conditions are met:
You notify ProxyWing within 14 days of the purchase of the Service; and
The Service is not functioning due to a technical issue on our side; and
ProxyWing support is unable to resolve the issue within a reasonable timeframe after your support request.
Hi, ProxyWing here. Apologies for the late reply — we've only just registered on the forum. We responded to @harvey99998 on Trustpilot back in May, and honestly that reply didn't address the actual complaint, so let us do it properly here.
On the refund itself: our terms are what @luckypenguin quoted, and "no longer needed" isn't covered. We'd give the same answer today.
On the support experience: that one is on us. Asking you to prove your company's purchase from another provider was not a reasonable thing to request for a region switch, and repeating the same question after you had already explained is exactly the loop nobody should have to sit through.
A region change on an unused static IP is something we can normally just do. @harvey99998 — if the IP is still on your account, send the order ID to [email protected] with a link to this thread and we'll move it to.
@ProxyWing Don't forget to apply for host rep.