The product is mostly reliable and we has minimal downtime Review collected by and hosted on G2.com.
We used Supermetrics for two years on a contract covering Looker Studio and Power BI. The product itself did the job. The way they handle contracts is the reason for this review.
Our contract auto renews unless you cancel 60 days before the end date. In two years we never got a single reminder that the renewal was coming up. We moved our reporting in house and sent our cancellation 18 days before the renewal date. Too late, so we're locked into another full year for both products, even though we no longer use either of them.
I get that the clause is in the contract. What made it worse was how they handled it. Support first quoted us the wrong price, more than double what we'd actually signed for, and later corrected it. The account manager then told us the contract allowed them to renew us for another two years with an 8% increase, which isn't what the contract says. When we pointed that out, they presented a 12 month renewal as a concession. We offered to pay half the year upfront to settle and close the account. Finance said no, and told us they have no obligation to send a reminder.
In my opinion this business model relies on customers missing a notice date they're never reminded about. If you do sign with them, put the cancellation deadline in your calendar the day you sign, and don't expect any flexibility if you miss it, even after years as a customer. Review collected by and hosted on G2.com.
