Difficult to install, you practically forced me to uninstall

Since I got introduced to this plug-in, no where (on the wordpress plug in page or your website) did I find, it needs my credit card info to install it. Only after going through the long, confusing installation process, where it kept asking for some secret key did I find that out. I searched your forums, FAQs, help page, and wherever else possible, but to no avail.

While trying to install, I had to go to 2 different websites to find out where the “app id” or “secret key” will come from and how it will get generated. One my own dashboard, and then your website. It showed up a window (on your website after clicking on Start Using Intercom) where it said “30 sec installation”. Below that there was a code that had to be pasted on my pages. It did not say anywhere what will happen after that is done. I installed the code, and it took about 10 mins of utter confusion when this window (saying “30 Sec installation”) suddenly changed to “Intercom is now ready to use (or something)”

It took me to a dashboard, where you have a tutorial. Nice attempt but the small windows that come up with explanations block important info behind it and there is no way to close those windows. Then while trying to see how the messaging members features work, woah! it asked for my credit card information! Now I understood where that secret key would come from. What’s more it is impossible to get to your home page once you I am in the dashboard! Not only is there no Home button, even typing your url wouldn’t let me go there.

If it is a free trial why do you need the cc info ahead of time? Are you so confident that your users would hate your plugin that you are taking that info in advance? If your plugin works, I’d move mountains to get access to the premium features. (I am doing that with other plugins on my website – case in point Zopim chat & Webengage) You guys on the other hand have repeatedly set wrong expectations. Now you want the credit card details in advance!

I’d have been happy to pay whatever you charge (even more), if the plugin worked, but at this stage I don’t even know how this works, what the features are, usability, will it serve my site’s needs etc. You have only 2 user ratings, haven’t established any credibility yet to justify if your $49 per month is worth spending for my site or not and you have made it impossible for me to even find out.

I could have just rated it 1 (which I did) and in the review written “PLUGIN SUCKS! DON’T WASTE YOUR TIME.” instead of spending so much time on this. I didn’t because I know how important it is to get this kind of feedback for the developer. Hope you guys appreciate that and do something with it.