Beware of NUVI
June 26, 2015

Beware of NUVI

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

Overall Satisfaction with NUVI

What began as a shiny new tool we hoped would lead to actionable insights into social conversations surrounding our brand turned out to be something not useful to our company. We had difficulty filtering out posts and mentions that didn't apply (even after seeking help from their customer support) and all the bells and whistles didn't really give us information to act on. It was a classic case of data overload. But things got really bad when we tried to cancel our subscription. The contract we signed never explicitly said that the 12 month subscription we originally signed for would automatically renew for another full year. We were not provided any notification or chance to opt out at the end of the contract and were not notified when it auto-renewed. Not realizing that this had happened I contacted them to cancel and was given the run-around. When I tried to escalate this their account rep just patronized me, mislead me and strung me along, drawing out the whole process instead of just letting us go. A highly frustrating experience, especially for such a small company that should be working harder to make customers happy, even if that means letting us go. I would have recommended their tool to other organizations with different situations and needs but now all I'll do is bash them.
  • The editable report tables are nice
  • Their contract is not clear and their customer service is terrible
  • There's too much data to make sense of and their filters don't work as well as you'd think
  • The alerts we had set up weren't capturing earned media references as quickly as other tools we have
  • The word stream looks cool but it never lead us to any changes or new action items. It's just another fancy way to sort and display data
3 - Social media, marketing, PR
NUVI isn't that much better than Hootsuite.
See previous statement regarding customer service and contract issues.

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