Bad, possible scam experience. I reached out to TitanHQ for email encryption for our company. Had a meeting with a sales rep named Ryan Flaherty. We have a fairly basic email infrastructure – Outlook 365 on a 3rd party hosting site, so we went through our requirements and everything looked great. To move into implementation, we had to pay for a year of service, but Ryan assured me that it would work, and if it didn’t, then of course they’d refund the payment. We got to implementation and it didn’t work. Turned out they require certain settings on the mail server, and we didn’t have that level of control with our hosting company. Frustrating. I was pretty detailed about our email setup, so it felt like a bait and switch – just tell the customer what he wants to hear and worry about the details later. So a waste of 2-3 weeks, but whatever. I emailed Ryan updating him and asking him to refund the payment, and I started looking elsewhere. That was 3 months ago. No refund and minimal responses. I send emails every few weeks requesting an update which they usually ignore. Every once in a while, they respond to an email and say they’re taking care of it. And then another few weeks of silence. I’ve called their “Customer Success” line several times, but it just sits on hold for 20 minutes and then drops the call. So, either they’re just inept and disorganized, or they can’t be bothered to take care of customers. Or something worse. Eventually, I told the sales guy I would post an online a review of the experience which I thought would be some incentive to do the right thing. But I guess not. So here it is. I guess I pursue a fraud claim with my credit card company?
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