I'm always very open to hear negative reviews as they might reflect issues we have with our tool and currently don’t handle well. We try to do our best to serve our customers with a great service, but it can happen that we fall short on some occasions.
What I don't like is outright lying about it.
We never repackaged someone else’s open source software to privatize it. We’ve built the current ImprovMX structure from scratch using our own code. We’ve iterated on it for years and optimized every single piece of the email forwarding workflow with tons of edge-cases we’ve learned to handle over the years. I don’t know where you came up with that idea, but this is just plain wrong.
Did we have some issues with our infrastructure in the past? Yes, it happened, and we were open about it ; you can see for yourself such occurrences where we shared everything has it happened on Twitter (https://twitter.com/ImprovMx/status/1455605483109224458 for example), but even if these are never a great thing for our users, we keep an open minded approach and always think on the side of the customer when they reach out, you included. Since we’re not in the business of scamming our customers, we offer a “no questions asked refund policy” at any moment of your subscription cycle.
Logging in to your account is, by default, done with your private email - the one you gave when you registered your first domain. That way, even in the case that ImprovMX is having issues, you should always receive your login link since it’s on a domain that’s not managed by us.
When an issue occurs, we generally notify our users via Twitter about the situation as soon as we are aware about it. I don’t understand what you mean by “never have the ability to debug or troubleshoot it yourself” : Of course you don’t have access to our servers and our logs, but you can easily see if there is an issue by sending an email to yourself and see that it is not delivered in time.
We previously had a status page that was never up-to-date. The underlying service we were using wasn’t great and the page even failed to work properly from time to time. Yes, it sucked. We recently moved to BetterUptime and started to add monitors to actively check our service’s health, and we will be more active there if any issues occur that we are aware of - You can see the new status page at https://status.improvmx.com.
Our average reply time on customer support is <5 hours, and literally minutes when an outage is occurring as our team is all hands on deck, actively answering messages on the support and transparently sharing what’s happening on Twitter.
Canceling your subscription can be done by yourself easily on your dashboard, but if you can not connect to it for any reasons, our support team also cancels subscriptions upon request manually. We never force anyone to stay on and don’t ask any questions about it. There is no contract lock-in or any of these shenanigans either.
Following your requests, we refunded your last payment and even gave you three months back as an apology, so claiming that we took your credit card “hostage” is all but the truth.
We understand that we can't please everyone and bad situations occur from time to time, so we accept reviews that reflect these. But this time, this is just not an honest review, just a rant.
