I dislike the way customers and partners are treated:
* When you open a case, sometimes the solution is: "Put an idea to the portal." (See notes to the portal below.)
* Time between case opening and solution is quite long, often a year, sometimes more And my impression: It's getting worse. It's often frustrating: When you are developing and find a bug, you have no chance the bug is fixed before you release. Typical release times are six weeks to four months, but most of the time you will not get a fix in that time range. And opening a S1 is no option because it's development, where you find it when you do proper testting. Additionally: I often have the feeling not all of our input reaches development. In most cases, we provide a demo app to reproduces the case. So we try to make it as easy as possible for developers at MuleSoft.
* Idea portal: In our view the idea portal is a pure marketing joke. The idea that was downvoted most has been implemented (and after that deleted from the portal). A lot of ideas which would really improve the daily experience for developers and which would be easy to implement are ignored.
* Release notes: The release notes are often late and in most cases incomplete. We had several cases where a good note could have warned/informed us about changes to be made.
An idea for improvement: Why can't you open a channel for big customers and/or customers with long experience or for partners who really know the plattform to your internal product owners and/or engineering? We really *work* with the plattform, we often know the details by debugging into the code. I think we could help. And it would help MuleSoft (and other customers) to make the product better!
Our impession: Development it purely marketing driven. Make it shiny so you can sell it, but don't care about the customers using it. I know these are hard words, but it is the direction I observe and it's the direction one of the biggest customers in Germany observes.
Review collected by and hosted on G2.com.