Long-Term PRO Customer Feedback

Dear Weglot Team,

As long-term customers, we would like to share some concerns regarding ongoing technical issues and support responsiveness. Over the years, we have paid more than $10,000 into the weglot platform and are qualified to discuss this, and while we appreciate the functionality Weglot provides, several unresolved issues have created significant challenges for our workflow and clients.

Recently, we experienced an urgent production issue and provided access credentials to your support team on Friday. Unfortunately, we did not receive follow-up communication, which created setbacks for our client projects and affected our ability to deliver time-sensitive work.

Key areas of concern:

• Support responsiveness: Initial replies often take 24 hours or more, and urgent issues reported late in the week are usually not addressed until Monday, they also in the most recent support asked us over 4 times for website access – which we provided and they never used.
• Product reliability: Certain languages occasionally fail to translate correctly, and some advertised features—including Baidu indexability and CDN/edge cache compatibility—do not appear to function consistently in real-world environments. Our edge cache issue, in particular, has remained unresolved since becoming customers.
• Pricing structure: Pricing does not scale proportionally with usage. Even with discounts, the service is significantly more expensive than competing modern AI-powered translation solutions.
• Support expectations: For the level of investment required, we expect faster resolutions, improved communication, and more comprehensive assistance with complex configurations.

Recommendations:

1. Pricing improvements: Introduce usage-based pricing, increased limits on lower-tier plans, or discounted renewal options for customers who do not use their full quota.
2. Support enhancements: Offer faster response times for urgent tickets and consider 24/7 assistance for premium customers.
3. Feature reliability: Review the functionality of CDN/edge cache integration and Baidu indexability to ensure these features work reliably under practical conditions.

We appreciate the efforts made by the support team and value the product, but we believe these improvements are important for maintaining confidence in Weglot as a premium solution. We hope this feedback can contribute to a more consistent and reliable experience for all users.

Sincerely,
Long-Term Client