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Deceptive auto-renewal technique
August 30, 2018

Deceptive auto-renewal technique

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

Overall Satisfaction with Meltwater Media Intelligence Platform

We use Meltwater for media monitoring purposes in order to identify new leads for our Sales Reps, observe competitors activity in digital and social media & measure the impact of our publications. The tool is used solely by the Marketing department that feeds all the above info to the Management and Sales Director.
  • Interaface is very user-friendly
  • Dashboard
  • Nothing More...
  • Customer Service
  • Terms & Conditions
  • Search Engine
  • NEGATIVE: Due to auto-renewal we had to re-allocate the budget
  • NEGATIVE: Daily media monitoring wasn't as quick as expected due to the amount of noise news in inbox (Meltwater boosts its search results in order to make Customer feel the value of the investment but the articles aren't matching your search)
  • POSITIVE: We identified a couple of good leads but less than expected
Meltwater has worse customer service, business model, pricing system and search engine
Deceptive auto-renewal clause in their contract which was never communicated by the company nor the Sales Rep who actually throughout the first year of the contract tried to renew our subscription on multiple occasions, indicating that they need our permission to extend the length of the contract.

Very poor Customer service that is focused only on the gains for the company. Appalling e-mail contact.

The search feed received is way over the top and doesn't always correspond to set up the search. This is in order to boost the number of results so the end Customer has the feeling of good investment. In the end, your reporting will take much longer as you have to go through a lot of noise news which normally wouldn't appear in there in the first place.