Not what I expected when things went sideways
At first, the sales and pre-purchase phase looked fine. The onboarding seemed clear, and the sign-up process wasn’t complicated. But when I encountered some trouble with payment and asked for help, I was surprised at how slow the response was. The telephonic support wasn’t very prompt, and I had to wait quite a bit before someone could walk me through the invoicing problem. Also, the database features mentioned in the pitch didn’t match my experience; they seemed less flexible than I had thought for my workflow. That said, the updates happened automatically, which prevented further issues from piling up, so that aspect I will give them credit for. Yet overall, I was expecting a smoother experience when something went wrong. Usually for software, quick and clear pre-sales support is key, so having a delay and mixed messages was disappointing. I suppose if you get everything right on the first try, it works okay, but they could do a better job helping with unexpected hiccups.