Q: Is customer service good?
As a prospective customer, I always check negative reviews first and my first impression was a Founder (andreas_ivymayhem) replying to a customer in a snarky way with very little respect. That is not a good customer service experience to have people talk down to customers instead of trying to come from a place of service, education and understanding.
I would like to know (from others) if all of their customer service comes across in this demeaning way or it was just this founder doing so? This is a huge part in my decision making when it comes to products.
Also what is the turnaround time on customer support requests?
Thank you!
andreas_ivymayhem
Mar 21, 2025A: I’m just a human being and dealing with 50+ tickets across multiple platforms and multiple channels on a daily basis isn’t an easy thing. And having to answer the same questions over and over again doesn’t really help.
I don’t think it’s fair to criticise my support based on 2 or 3 replies that may or may not sound adequate to some people.
If you want to know what the actual customer support is like, you could have just contacted customer support to find out. We’re not providing actual customer support in the AppSumo comments, but via our support email and in-product chat.
LovelyEyePLUS
Verified purchaser
The defensiveness is the issue. That's not needed. And you are doing it here too. You have to remove that to offer good support. Customers don't want to feel attacked. Potential customers will avoid you too and not purchase. You must be able to put yourself in the customer's mind, and get out of your own ego. This is absolutely a reflection of the culture you are creating. Be humble and learn.
SaaS-PTPLUSVerified purchaser
At least give the software a try! Don’t be one of those people who judges a book by its cover. Every single software by Ivy Mayhem is EXCEPTIONAL. Honestly, I wouldn’t mind if all the other software I’ve purchased over the years were as good as this one… they could treat me 20x "worse" than Andreas does, and I still wouldn’t care!
Jack.SPLUSVerified purchaser
Every person has different sensitivity.
He can assign it to a woman.
Or run it through AI before sending it so it doesn't hurt anyone 🙂
IDEA_Executive_Director@andreas_ivymayhem You may be dealing with 50+ tickets, but it the customer's first interaction with you. It is not up to the customer to guess how many times you may have answered a question. YOU decided to go into a business that requires excellent customer service - no one forced you to go into it. You choose how you respond and customers choose to give you money - or not.