Virtual private network (VPN) company Astrill faulted its users in China, calling them "stupid" for spreading news of its new software on the Internet and for its service interruption during the Spring Festival, as dissatisfied Chinese users continue to vent their frustrations, the Global Times reported.
On Feb. 5, three days ahead of the Lunar New Year, Astrill users in China started to receive notices about service interruptions, according to the report.
The users, however, said that during the seven-day holiday that began on Feb. 7, the VPN service has been irregularly inaccessible.
The report cited an Astrill notice posted online by one of its users which quoted the company as saying that some users were "not that smart and helping Chinese censors by spreading news about new Astrill software all over the Web," while Astrill engineers tried to fix the problems with its iOS app.
"We can invent new technologies . . . but we don't have a solution for stupidity. Dear 'journalists,' please spread this message as usual, all over the Web and join DUMB CLUB," the notice said.
But in another notice posted later, the company argued that it was not targeting Chinese customers, and the comments drew criticism among Astrill users in China.
The report said that some netizens posted their complaints on Facebook against the U.S.-based company for its impolite attitude. The netizens also asked for a refund. Others commented that instead of blaming customers, the company should exercise greater responsibility.
On Chinese online community Baidu Tieba, some netizens said that because of the "insulting" notice, they would turn against the company and become anti-Astrill.
The company later said that it would provide free service to every customer affected during "Chinese holidays," including two weeks of free service and 30 days of Stealth VPN add-on use.
The Global Times, however, said that it could not reach the company for comment.
VPN services in China often experience access problems during holidays and at the year's end. Last August, Astrill notified its users of possible limited access due to a military parade on Sept. 3 in Beijing.