NordVPN’s Bait and Switch

The old bait and switch: promise you one thing and sell you another. That’s what happened when I signed up for a year of VPN service through NordVPN. Their website said:

Easiest VPN Ever. To get on NordVPN, just click and go. NordVPN’s secure VPN software takes care of all the hard stuff so you can focus on fun stuff. And work stuff, if you have to.”

Their imagery showed multiple devices running their software, including phones and laptops.

I had read about their service and took the plunge. After I had paid, I found out they do not have an app for Mac OS X or Android. Those apps are supposedly coming soon, but not yet. For now, you have to download a third-party app for each device, download a bunch of configuration files, install said configuration files, configure a bunch of things, remember your username and password for each configuration file, and then figure out what is going on and whether or not you are actually connected.

To be fair, they do have instructions on how to do all of this, but it is far from “Easiest VPN Ever.” Every other VPN app I have used is a simple app you download and click a button to get going with.

I chatted with NordVPN’s technical support guy, “Dave,” who informed me that of their refund policy, which states that unless their product did not work for a fault of their own, I could not get a refund for my money. All he could do was extend my subscription by 3 months.

(01:30:40) David: if the service does not work we will issue a refund.
(01:31:17) Visitor 34392357: that is my point – it doesn’t work as you advertise it. it only works through a lengthy process of installing other software.

I would argue that their product does not work as advertised and I am entitled to a refund. In fact, it’s not even their product I am using — I am using something called “Tunnelblick” on my Mac, and an app called OpenVPN on my Android phone to connect to the NordVPN servers.

In summary, the bait was the promise of an easy to use VPN app. The switch was not even having an app for me to use.

About Will Chatham

Will Chatham is a Cyber Security Analyst, Ethical Hacker, and Penetration Tester at a federal data center in Asheville, NC. Since Netscape 2.0, he has worked in a wide array of environments including non-profit, corporate, small business, and government. His varied background, from developer to search engine optimizer to security professional, has helped him build a wide range of skills that help those with whom he works and teaches.
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