Hello, Software Advice community! I'd like to address you, the reader of this review, directly rather than the author, whose review is largely punitive rather than constructive. Bloomerang absolutely stands by its product, which is why we did not allow this customer to break their signed agreement. We did, however, offer to pay for their third year in full.
You can see from the feedback on this site that a vast majority of our customers (whom this reviewer condescends) are satisfied.
I'd like to address individually some of the more dubious claims found in this review:
"Revolving door customer support."
Our support team currently consists of seven, US-based internal staff members. Their schedules are as follows (all times are eastern):
Jason: 9am-6pm M-F
James: 9am-6pm M-F
Diana: 830am-530pm M-F
Kristen: 830am-530pm M-F
Daniel: 11am-8pm M-F
Ron: 9am-3pm (3-5pm in another department) MTRF
Susie: 11am-4pm T-F
Our last turnover in the department was voluntary and occurred in June of 2014.
Furthermore, our phone system routes support calls to a dedicated phone on each of our reps's desk. They do not give our their cell phone numbers to customers and do not take calls after hours. Calling from "a noisy street" would have been impossible.
Lastly, our support reps are incredibly knowledgeable, not just in the Bloomerang product but in the nonprofit sector overall. For example, Ron has been working with nonprofits since 1987 when he became Executive Director of the Indiana Basketball Hall of Fame. Kristen holds an MPA in Nonprofit Management from Indiana University.
"Inadequate documentation for support - Videos, no Texts."
This is simply untrue. Our knowledgebase is filled with text-based documentation, including screenshots and videos. Anyone wishing to see for themselves can visit https://bloomerang.freshdesk.com/support/home and log on with the username: "demo.wayne" and the password "grace123".
As for the rest, I invite anyone interested in Bloomerang to learn all that they can about the product's functionality by reaching out to customers who have left constructive reviews here. Transparency is one of our core values, and anyone wishing to discuss this review further - or any of our business practices - can reach out to me or our CEO, Jay Love, anytime day or night. Contact info is readily accessible on our website.
-- Steven Shattuck, VP of Marketing