Cathy H.
Good product, terrible website and uncomfortable customer service
I recently renewed and upgraded my subscription with SOS. I was notified by email and by phone that my coverage would be expiring "soon"--I had to ASK the rep when the actual expiration date was--seems this should be automatic. Before contacting SOS to renew, I did a little research and found several independent entities endorsing their product so I felt ok about renewing. When I went onto the SOS website I could not find a way to renew online, nor were the membership tiers and benefits clearly defined. There was NO cost information whatsoever. Again, this seems a little odd, almost shady. So I called the company. I found the experience a mixed bag. The rep with whom I dealt was polite, patient, and I could understand his speech (which is surprisingly increasingly rare). He responded to my questions appropriately and, when I said I was a technological Neanderthal, offered to send me an email explaining how to access SOS technical support to help with any difficulty I might have. I appreciated this, but again, shouldn't that info be readily apparent on the website? The rep observed that I had recently exceeded my allotted backup capacity and suggested a couple of upgrade options. I chose to upgrade because I will need to buy a new computer soon (i'm still using Windows XP!) and figured there would be a lot of data that would need to be backed up due to a new operating system, programs, etc. The additional data I received was more than I expected for the increase in price, which was welcome considering SOS is one of the most expensive services available. In summary, I'm comfortable with my decision to stay with SOS and to upgrade, but I still feel like the rep was managing me. I think SOS offers a very good product that is fairly pricey but ultimately worth the cost. However, both their website and their customer service protocol need complete overhauls to substantially increase transparency and to provide increased customer confidence.