Updated Review: Initial Platform Problems, But Support Has Since Responded More Helpfully
I live in China and, like many people here, use a VPN to access the global internet. I regularly have video calls with my parents and take online lessons through platforms like Google Meet and Zoom, and those work without issue. Unfortunately, this service’s video platform performed terribly with the Chinese internet. I couldn’t connect from my computer at all and had to use my phone, which significantly reduced the quality of the counseling experience. During the session, the audio and video were constantly choppy, and I was repeatedly kicked out. In the end, a one-hour session effectively became much shorter in terms of usable couseling time. What disapopinted me at first was the lost time was not immediately addressed, and there was no flexibility to use a reliable alternative such as Zoom or Google Meet. However, the support team has since reached out and handled the situation in a much more constructive way. They have agreed to refund my unused credits and waived the admin fee, which I appreciate. They have also said they will contact my therapist to explore what further support may be possible, including whether part of the consultation fee can be refunded. I hope the service will continue improving its approach for clients residing in different parts of the world, including clearer guidance before booking such as listing all countries that may face issues with the video conferencing app, and more flexible solutions when the platform does not work reliably.