Bug Reaction

[u/Several_Luck_9399]

I created an account on Reddit just for this post. After years of silent reading.

I've had the following experience with u/protonteam :

I had a small synchronisation problem while setting up my (new) Proton Drive. So I reached out.

Day 1, 22:27

Inital bug report

Day 2, 07:36

First answer from Proton. Not by some bot or Tier-1-support, but by someone with technical expertise. With a detailed step-by-step solution, a secondary solution, a list of informations they need if the issue persists and some further tips how to use the app best.

Day 2, 11:05

I reach out to them again, as the problem couldn't be solved unfortunately.

Day 3, 13:58

Received another feedback - including a download link for a specialised version. Just built for this one bug.

So...

Are you guys shitting me? I mean, is this real? How bloody nice is this service? I've worked in customer service, in a sensitive area, and holy fuck this is unreal.

You guys deserve every bit of love that is available out there. 💙

Banana for scale/comparison: my old drive (Infomaniak kDrive) is also a bit buggy and malfunctioning (problem might sit infront the device). Wrote them 3 days ago. Haven't heard back yet.

[u/FloridaWhoaman]

I've had a similar experience. I often have to handhold and quasi "steer" them (I steer many technical teams in my profession), but what they sometimes (not always) lack in technical expertise, they more than makeup for in customer service. It's clear their operations are lean, so I appreciate their earnest efforts even more.