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No customer support - at all. Badly documented and poor export API.
February 01, 2022

No customer support - at all. Badly documented and poor export API.

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

Software Version

Startup

Overall Satisfaction with Mixpanel

When I first started using Mixpanel, the customer support was quite good. I had a problem getting raw data and they helped me. However, a few months ago they made some changes and free plan customers do not get any support from Mixpanel, the only option is to post a question on the community page, which is never answered at all. So there is no way of solving any technical issues or doubts now. I was semi-happy before but I do not recommend Mixpanel at all now, I'll keep using it until I finish my current project but I'll look for an alternative for the next one.
  • Track events
  • Customer support, which is inexistent now
  • There are many technical issues when exporting raw data and querying is very limited
  • There are important details that are not documented so it is difficult to make sense of why some things behave as they do
  • It is not really for developers or people with development experience. There are many "visual" and GUI tools but the export API is very limited and badly documented
  • event tracking
  • after having collected great amounts of data, we cannot correctly export it

Do you think Mixpanel delivers good value for the price?

No

Are you happy with Mixpanel's feature set?

No

Did Mixpanel live up to sales and marketing promises?

No

Did implementation of Mixpanel go as expected?

No

Would you buy Mixpanel again?

No

Mixpanel is not suited for developers who really want to be able to exploit their data. The export API returns illogical results. For instance, the same query (filtering by a past, closed date range) may return different, partial results (like just half of the month for example, even if the bad-documented export limits are not met). The query language is badly documented as well, and many basic queries cannot be made, or there is no documented way to do so (and customer support will not help you at all). I guess it is suitable for those companies who just want to visualize retention using the default Mixpanel tools, but if you do want to get your raw data, it is not the best solution.

Mixpanel Support

There is no support at all for free-plan users. There used to be a good support but something changed. If everything had gone great we could've considered upgrading but it is so bad that we'll look for an alternative once we finish the current project. Given that the documentation is very poor, there are some aspects in which customer support could have helped a lot, but with no support, we are left with some needs unfulfilled.
ProsCons
Kept well informed
Slow Resolution
Poor followup
Problems left unsolved
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No, I did not pay. Since they changed they support policy, the service is so bad I do not really consider upgrading my plan now. It is unbelievable that a company would start giving support to free-plan customers and then stop doing it out of the blue. I was mid-project with much data already when they stopped giving support so I was left quite on a limbo with many things not working as they should.
Yes - The only way to ask for help now is the community forum, in which questions may never be answered at all
When I first started using it, I had a problem with the raw export API due to something that was not well documented (eu vs usa servers) and the customer support was really quick to help me solve the problem personally, I was really happy about that. Since they changed their support policy, the customer support simply does not exist.