Matomo has the worst support that ignores and leaves their customers on their own
April 13, 2022

Matomo has the worst support that ignores and leaves their customers on their own

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Matomo Analytics (formerly Piwik)

We have used Matomo's services for a year and I cannot recommend using them. We have faced serious bugs with their service and they provide zero support. They treat their customers badly and only respond when you threaten to unsubscribe from their service. We faced technical issues using their platform weeks ago and reached out to their support. We received zero help and were told that their platform worked fine. Weeks after no responses from us that still stated we had issues, they suddenly returned and said they actually did have issues with their platform. Matomo has the absolute worst support any company can have and therefore is not worthy of receiving our money. Stay away from Matomo at all times.
  • The platform is straight forward to use
  • Their support is extremely bad with slow replies
  • Their interface and UI looks like something from 2010
  • It is only 20% of the web page that is usable and there is zero to no help as to how you use their platform
  • The website has lots of bugs that leads to that you often not get accurate analytics
  • They have no important features. What their platform offers is fairly basic for an analytics company.
  • Matomo did not have a positive or negative impact on our ROI or overall business objectives. The data they provided was once again fairly basic and not something we could use a lot.

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Initially, Matomo seems like a decent choice and alternative to GA. While I have not used GA, and only Matomo is a terrible alternative to GA. When you run a software product - customer service is everything, and with Matomo treating their customers terribly, their product is nothing. Stay from Matomo and find an alternative as we did.