Surfshark VPN: Fast & Reliable

User Experience Report

Week of April 7th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of Surfshark VPN: Fast & Reliable's key feedback

Free Trial Confusion

Many users report being charged immediately after starting the 'free trial', leading to frustration and accusations of misleading advertising. Approximately 15% of users seem affected by this issue.

The 'free trial' charged me immediately, and I couldn't get a refund.

Connection Issues

Users frequently experience connectivity problems, where the VPN either fails to connect or disconnects unexpectedly, affecting around 20% of users.

The VPN disconnects randomly, making it unreliable for consistent use.

App Compatibility Problems

Some users find that the VPN interferes with the functionality of other apps, such as security cameras or streaming services, impacting about 10% of users.

My security camera app won't work with the VPN on, which is very inconvenient.

Customer Service Frustrations

There are numerous complaints about poor customer service, particularly regarding refund requests and subscription cancellations, affecting roughly 10% of users.

I couldn't get a refund after the VPN stopped working, and customer service was unhelpful.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

ExpressVPN

ExpressVPN is praised for its fast and reliable service, with users appreciating its ease of use and strong customer support. However, some users have reported issues with connectivity in certain regions and dissatisfaction with the subscription model.

#2 RUNNER UP

NordVPN

NordVPN receives mixed feedback, with users appreciating its speed and security features, but many report issues with connectivity and customer service. Some users have experienced problems with auto-renewal and difficulty in canceling subscriptions.

#3 Straggler

Surfshark VPN: Fast & Reliable

Surfshark VPN has mixed reviews, with users appreciating its ease of use and good browsing speed. However, many users report issues with app compatibility, slow connections, and difficulties with customer support, leading to frustration with the service.

Nuggets

Major Highlights of the Week

Misleading Free Trial

Users are charged immediately after signing up for the 'free trial', leading to accusations of fraudulent practices. This issue is exacerbated by difficulties in obtaining refunds through Apple or credit card companies.

I was charged immediately after signing up for the free trial, and Apple refused to refund me.

Connection Instability

Users experience frequent disconnections and inability to access the internet despite being connected to the VPN. This results in frustration and questions about the reliability of the service.

The VPN shows as connected but I can't access the internet, and it keeps reconnecting without resolving the issue.

Poor Customer Support

Customers report difficulties in reaching support and resolving issues, leading to dissatisfaction and a perception of poor service. This is particularly problematic when users face billing or technical issues.

I couldn't contact support to manage my devices, and they seem to avoid being contacted.

Limited Functionality

The VPN fails to work with certain apps and websites, contradicting its advertised capabilities. This includes issues with streaming services and apps that require local network access.

Despite changing my location, TikTok still didn't work during the US ban, making the VPN useless.

Auto-Renewal Issues

Users face unexpected charges due to auto-renewal settings not being respected, even after they have been turned off. This leads to unauthorized billing and customer frustration.

I turned off auto-renewal, but they still attempted to charge me for another year.

Lack of Split Tunneling

The absence of app-based split tunneling on iOS limits the VPN's usability, as users cannot exclude specific apps from the VPN. This affects functionality for apps that require local network access.

My security camera app won't work with the VPN on, and there's no app-based split tunneling to fix this.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Misleading Free Trial

Connection Instability

Users experience frequent disconnections and inability to access the internet despite being connected to the VPN. This results in frustration and questions about the reliability of the service.

Poor Customer Support

Limited Functionality

The VPN fails to work with certain apps and websites, contradicting its advertised capabilities. This includes issues with streaming services and apps that require local network access.

Auto-Renewal Issues

Users face unexpected charges due to auto-renewal settings not being respected, even after they have been turned off. This leads to unauthorized billing and customer frustration.

Lack of Split Tunneling

The absence of app-based split tunneling on iOS limits the VPN's usability, as users cannot exclude specific apps from the VPN. This affects functionality for apps that require local network access.

Quotes of the week

Hear from some of the most impactful users to drive changes

I enjoy Surfshark as a VPN across my devices, and as a chrome extension for ad blocking. No complaints, and has a Linux client. Simple billing.

BiggBoss420

Week of April 7th, 2025

I've been using Surfshark’s paid version, and while it works well for general browsing, I ran into a major issue with my security camera app. The iOS version does not support app-based split tunneling, meaning I can’t exclude specific apps from using the VPN.

TTNNMMoqz

Week of April 7th, 2025

I used this software for 2 months and suddenly I couldn't access it. I contacted the customer service and support team and tried many methods but it still didn't work, so I asked for a refund for the subsequent months, but the customer service refused to refund me because it was more than 30 days.

Alan.001

Week of April 7th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

I enjoy Surfshark as a VPN across my devices, and as a chrome extension for ad blocking. No complaints, and has a Linux client. Simple billing.

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

Surfshark VPN: Fast & Reliable

Top Insights This Week

Free Trial Confusion

Connection Issues

App Compatibility Problems

Customer Service Frustrations

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts