Avoid at all cost

  • Guillaume

    (@guillaume1978)


    2 months ago

    Avoid at all costs, which we can say considering our experience was a costly mistake
    Our feedback is based on 2 months of good will, web dev commitment, and endless feedback provided to the company (counted 10+ items).
    We bought the pro version, which is now in v2. It was released 3-4 months before our purchase.

    • No documentation page is up to date for the v2 version
    • All but a handful of documentation pages have broken links, missing images, outdated videos, wrong instructions, etc., so that impacts any v1, too.
    • The support team could not get us consistent installation instructions, contradicted themselves, and could not tell us the steps to follow.
    • After that, we raised various settings and implementation questions, which they could not address, but instead pointed us to documentation links which were at best, outdated and irrelevant, if even covering the question raised.
    • Average support response time (Pro client): 1.5 days. Usefulness of responses 3/10. Support does not answer questions, provides broken links, does not review attachments and screen shots, etc. As a result, a simple installation question was unresolved after 10 days.
    • Installation of ReviewX has blown up the page design. This was reported by other users.
    • We could go on and on. This is a terrible experience, a poor product and a badly run business. Stay away.
Viewing 1 replies (of 1 total)
  • Plugin Contributor Mahamudul Hasan Rubel

    (@mhrubel)

    2 months ago

    Dear Guillaume,

    Thank you for sharing your detailed feedback. We truly value your insights as we continuously strive to improve ReviewX. We regret that your implementation experience did not meet expectations and appreciate your patience throughout the refund process.

    What We’re Doing Differently:
    • Documentation Updates:     We’ve accelerated our efforts to update all v2 guides, with completion expected in the coming weeks. A dedicated team is auditing our content daily to remove outdated links and enhance clarity.
    • Enhanced Support: We recognize that holiday-related delays affected your experience. We are finalizing a comprehensive holiday support plan, including expanded live chat availability, to ensure uninterrupted assistance.
    • Installation Conflicts: The design conflicts you and others reported have been isolated, and our team is addressing them systematically.

    Your Feedback Impact:
    Your concerns have been prioritized in our development queue. While we cannot disclose all specifics publicly, your case has directly influenced the key improvements scheduled for our next two updates.

    Our Commitment to You:
    Should you ever choose to work with ReviewX again, our engineering lead will personally oversee your implementation at no cost. We remain committed to ensuring that no other user experiences similar issues.

    Thank you once again for your constructive criticism. While words can’t reverse your past frustrations, we hope our actions in the coming weeks will demonstrate how seriously we take your feedback.

    Sincerely,
    Mahamudul Hasan Rubel
    Team Lead, ReviewX

Viewing 1 replies (of 1 total)
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