It's a bit of a shame, as I had high hopes for this product.

The help guides are super helpful, written in plain language, and the product overall isn't difficult to use or set up, although the UI does feel a little dated.

My main negative experience has been with customer support.

I first asked a question on 4 November and was promised a response within 24 hours. Unfortunately, that response never arrived, despite me following up almost every day. Without an answer to my question, I cannot use the product properly.

I've tried asking questions through the chat several times since. I've been connected to a customer support representative, but each time I've been left without a response. This has happened on every occasion except my initial conversation.

My original question was about their DPA. The DPO email address published in their privacy policy doesn't appear to work. When I tried contacting it, I received a message saying the email address doesn't exist. This is a significant concern, particularly for customers based in the EU or UK who may need to contact them about data protection matters.

At this point, I may have to request a refund, which is a real shame because the help guides suggest that the product has a lot of potential.

However, the lack of customer support makes me question what would happen if I needed urgent assistance with a data protection enquiry or had another important question in the future.

I completely understand that support teams get busy, and I don't expect immediate responses. What I do find difficult to understand is how a response within 24 hours can be promised, only for several days to pass without any communication.

It would be really helpful if the chat provided automatic updates about where customers are in the queue and when they could realistically expect a response. Currently, the chat says "We typically reply in 5 minutes", which unfortunately hasn't been my experience. Even a more realistic estimated response time would make a big difference, as at least customers would know what to expect.

To be clear, I'm not criticising the product itself. Connecting the email account was very straightforward and the tutorials are good. Nor am I criticising the customer support representative personally, who was respectful and kind when we did speak.

My criticism is specifically about the overall customer support experience. It needs significant improvement, as the lack of communication is currently preventing me from getting the full value out of a product I was genuinely looking forward to using.