In my opinion, Unfortunate Customer Experience
Use Cases and Deployment Scope
We used MindMeister for simple mind mapping and documenting new ideas and projects.
Pros
- They were ok for mind mapping
- Their original editor was good, although the new one was confusing
Cons
- In my experience, Customer Service
- In my opinion, Customer Retention
- In my opinion, Product Development
Likelihood to Recommend
I had a really disappointing experience with MindMeister and hope this review saves others from wasting their time and money.
Here are the undisputed facts of my interaction with MindMeister –
- My company has been a customer of MindMeister since March 2021 and a spent $2,227 during that period
- On April 19, 2024 at 5:00pm I received an email saying they charged $419 for a subscription renewal for 4 users and 6 month term
-At 5:01pm I received another email offering savings if I subscribed for a year instead of 6 months
- At 6:08pm I shared that our team hasn’t used MindMeister at all other than me and I requested a refund for the 3 other licenses and said I was happy to renew my single license for a year
- Their response “I'm sorry to say that I cannot issue a refund in this case. As outlined at the time of purchase, selecting a billing period when purchasing a license causes your plan to renew automatically by default”
- I said that I have been a loyal customer and thought they issued notifications BEFORE a subscription renews like most companies since it is the law in most states
- Their response “I am sorry that you feel this way, but we notify our users about the automatic license renewal not only at the time of purchase but also in our terms & conditions and email invoices.”
You can decide if you want to work with a company that retains their loyal, multi-year customers by referencing ‘fine print’ in terms & conditions that no one can keep up with when they have over 30 different vendors and software providers. I know I prefer the many other alternatives that, in my opinion, care about their customers.
