Used to Work/Terrible Customer Service

  • A year ago, I would have given this product three stars for its pro version. Extremely limited functions for the cost, but it did the job.
    Not anymore. Now it is essentially an overpriced paperweight on our site. We grew, hired a webmaster team who updated all of our very old stuff, and guess what? Sumo stopped working. Removing and replacing the app only made things worse. Repeated messages to their tech support ignored the information we gave them. Instead they came back with canned solutions that did not work (code to directly install on the site). Refusing to admit the problem is on their end, they claimed the problems must have something to do with a plugin on ours, but the pros we hired streamlined our site so we have fewer plugins than before.

    When we asked them to think a little harder, they offered no other solutions and just wanted full control of our website. Not on your life. Their user interface doesn’t even work fully on Firefox. We had to use Safari. If they can’t make a functional UI across browsers, we’re certainly not going to let them toy around with our site. When we told them this relationship wouldn’t work anymore, they refused to prorate us the remainder of our subscription, citing a previous discount. Just for clarity, even with that discount, the service was grossly overpriced. We were trying to be nice and support another small business during COVID when we agreed to it. I guess that turned around and bit us.
    To sum up: Too expensive for limited functionality, even with our heavy discount. Doesn’t work anymore now that we’ve updated and modernized our site. Terrible customer service.

    Do not use this app.

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