Meltwater レビュー 17

Worst social media monitoring tool. There are missing data, and the listening dashboard doesn't display the right sentiment results for any topics.

AVOID subscribing to their services and don't fall for their tricks. Even their media monitoring systems are inferior, with missing data, wrongly tagged sentiment, and bunch of vanity metrices that are misleading, or even give you the wrong signals. Lack of tech support from them throughout our engagement too.

Our 12 months experience with Meltwater automated alerts, listening tools and their AI insights did not exceed expectations for our experienced PR managers, marketing or communications executives.

Additionally, Meltwater's sentiment analysis is not accurate, wrongly tagged and could not process local language, dialects nor it can distinguish between sarcasm and other contextual keywords. Worst AI sentiment detection engine.

Additionally, the company does not provide after-sales support, and no wonder many companies are not using Meltwater media monitoring systems in recent years. Large companies in Malaysia have been duped and conned by Meltwater's overly hyped capabilities, features and functionalities.

This company has bad practices too - shady, deceptive, tricky pricing strategy that does not commensurate with what was delivered. The directors of Meltwater are not helpful at all and more interested in locking in the sales rather than solving your problems.

Below expectations, worst customer service, outdated system and tools.

This company said all the right things when we were in the sales cycle and then didn't actually have most of the functionality they were "demo"ing. We tried to use it anyway, but the open rates and responses from journalists were lower than cold outreach and the monitoring interface is VERY complicated (requires their version of coding to get anything monitored). When we asked the rep to give us a sense of the value we must have missed, she just said, "Well, maybe Meltwater is not for you if you don't want to put in the work". Not the greatest response. We are not renewing, and I'd encourage you to look at other solutions for outreach or PR support.

Their renewal practice is built around you not paying attention to the contract. No prior notifications or anything. Their answer is also very defensive - pay up this is the contract!

Stay away as there are plenty of alternatives and companies whose business model is not built around "scam like" renewal practices.

They deceive with the start dates. In our case, the commercial agreed that the beginning of the service was dated in September even though the contract indicated another date. After two months of configuration with a terrible service for the setting and start-up, we managed to start using it 60 days later. Later, after expressing our situation and the date agreed upon with the commercial, they decline the presentation saying that the commercial is no longer in the company and they stick to the date of the contract, forcing the renewal. Once again we express our inconvenience of dates arguing that we are still within the cancellation period and we show our willingness not to continue, they respond saying that they will proceed legally. For our part, the legal team clearly sees an intention and intent to fraudulently manipulate dates and we have proceeded to file a criminal complaint against this company. The service they offer is regular, the results they provide are very normal, there is nothing special about them. The after-sales service is basically poor and could be improved. Customer service regarding renewal is completely illegal. It has been a disappointment.

They are legit harassing me with phone calls trying to get me to sign up for their service. I never reached out to them and have no idea how they got my cell phone number.

After getting us beyond their 60 day cancellation period, Meltwater changed our billing from Canadian dollars to US dollars leading to a 25+ per cent jump in price. I put in our notice of cancellation for the next year, which they first accepted then later tried to claim we needed to fill out a service request to accomplish. They kept contacting my department when we told them to stop. My organization has literally blocked their domain to prevent their emails. Whenever their staff lurk me on LinkedIn, I block them immediately. Get lost, Meltwater!

There were several issues - here are the ones to watch out for. 1) The contract you sign is not the main contract - there is a subscript that refers you to an online contract that supersedes the one you sign with a basic set of terms and conditions 2) The contract renews automatically unless you cancel within three months of the end of the contract 3) their sales tactics are very hard, very intrusive and unrelenting 4) Sales people will claim to be directors, regional directors and grant you "discounts"that are very time limited. The issues we had were: 1) the contract I signed differed from the contract they had on record. Some regions were excluded from the document in their records. 2) Despite telling them upfront we were a partnership of organisations, six-months in they told us they could not set up the five licenses to different domain names - the original agreement stated the partnership countries, but the unseen online contract superceded that. 3) after 6 months they had not set up our search terms correctly 3) the sentiment readings were totally incorrect for our field 4) the weekly newsletter reports we were provided based on our requirements did not do what they claimed they would do and had zero information we could not get from a google search. Despite this and material failures to deliver, they tried to hard sell a further year of contract and refused to reevaluate the contract. We are an NGO and so cannot afford to sue them for the material breaches of the contract, so we lost EUR20k.

Meltwater's Social Listening tool is comparable to other tools, however their business practices are very questionable. They are not interested in partnering with their clients, only maximizing their revenue.

They try to lock customers into multi-year agreements with no flexibility to terminate. They also harass you for payment long before it is due - in my case 3 months prior to the due date.

A week after I contacted them (twice !) and only thing received was an email saying "we will call you". Amazing, we are signing a 5 year deal with a huge company (4M mentions a month) and couldn't have a demo.
Luckily we have other platforms to choose from.

They deserve 0 star. Worst customer service I've ever experienced. Their software doesn't meet the need and they force people to pay.

If I could give this company a zero, I would. They are incredibly rude and not helpful to their customers at all. Their sales team is hypocritical and unapologetic. Do NOT sign an agreement with them ever. There are so many better social platforms you can use like Sprout, and Hootsuite. They are friendly and supportive.

We would like to stop the renewal with them at the end of the term. The conversion with their team started 4 months before the end of the term. Their team has communicated with us that the plan will expire at the end of the term. We thought that was sufficient and so did not send the words "cancel the plan" by email and only confirmed it in a meeting. However, before the plan is ending, someone else from their side let us know that we did not send them a written cancellation notice and forced us to renew for another 12 months. A business like this tricks users into renewal is like a fraud and very unpleasant. I would never consider their service and advise others to avoid doing business with a company like this.

Good product but each item is separate and the language in what's included is tricky. We experienced a constant change in account managers (we've had 4 in the past 1.75 years)

By far the worst experience I had with a product and customer service. I have been working in the industry for 15 years and honestly have never seen such an unprofessional team.

They only cared that we pay the invoice and then took weeks to get them to train us and show us the product. Always delayed, excused, and in the end, we never saw results.

Avoid at all costs. Save your money for more professional companies.

Do not touch this company with a bargepole. They hide their T's & C's in a web link and if you think you're taking out a contract for a year, you're not - it's a rolling contract with 60 days notice. Of course they only tell you this when you've got to 59 days. The service is exceptionally poor and hugely expensive for very little. It's cumbersome to use and is run by unethical sharks. Oh and they ignore emails too. Awful awful company.

This product doesn't do what they say it does. It is supposed to do online monitoring, but I can't even distinguish the firm I work for from others that have similar names.. which then I have to sort through. Save your money and have someone in your department, or even an unpaid intern do it. This would be more effective. Also, it's overpriced. Their product is so bad, they sign you up for a year and then roadblock you into renewing. Best to look elsewhere if you absolutely have to have a service like this.

This company seems like it offers a great product, but their sales people will not take no for an answer. After deciding against this software and informing them they continued to reach out. Despite emailing me while I was on vacation and getting my out of office message they also left me several voice messages and sent several emails with high pressure "sign up by the end of the month" deals - again we had already told them we had gone in another direction. I had to ask to be removed from their lists 5 times (4 by email and once by phone). Unless you're prepared to be harassed I would not bother reaching out to this company. When I finally got a response to an email asking to be removed they just said "confirmed" no apology for the harassment.