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What does any of that have to do with the actual product?

by orf 2y ago

scop 2y ago
It made me extremely distrustful of any and all interactions I would have with an employee. Is every email I send to my rep going to turn into an upsell? Are they being straight with me in answering my question?
film42 2y ago
The product itself is very good, but the sales process is truly awful. Random calls with non-technical reps unable to answer basic questions like, "now that you've added this to my GCP account for 2 weeks, how much is this going to cost?" They'd say they're not sure but they have a startup deal with $xxxx minimum commit for 12 months gets you two months of extra trial, cancel anytime no questions asked. It's not just bad, it's comically bad.
ipaddr 2y ago
That is their product. You want to cancel? Send the army of clowns.
baobun 2y ago
Different person with similar stance: Those specific examples? Whatever. We did get absolutely burnt by other manifestations of the DataDog approach: The billing model was (is?) very much not good, transparent or predictable and staying on top of costs was close to a nightmare. The way surprise costs and contract changes (triggered by them) was handled did not feel honest. The product itself is great but from my perspective it's absolutely not worth having to deal with their business side of things and the risks, costs (money, time, attention) and stress associated. If I were a Quickwit customer I'd start looking for alternatives.
- compootr 2y ago
  qw is open source so you can continue to use the foss-licensed software as it is
chronotis 2y ago
For me, as much as it pains me to admit this, the sales and account relationship process is just as important of a factor now. I'm at a level where I'm not the end user of most of the infrastructure I purchase for the business, but I'm the one that has to deal with most of the vendor interaction. Datadog is a pain in the ass. I've got two emails and a voicemail from them just this week. We are not an active customer. Heroku/Salesforce is also a pain in the ass. It causes enough friction with legal that I'll spend whatever effort it takes to replatform our workload just to not have to have those unending inbound calls. NS1 was easy-peasy, but post-IBM I now receive a PDF invoice for $50 once per month with no credit card-based billing options and have to remind finance to cut a paper check. I'll be rehoming our DNS as soon as we decide on where to move it to. tl;dr: the business experience is part of the product

What does any of that have to do with the actual product?

by orf 2y ago

What does any of that have to do with the actual product?

scop 2y ago

It made me extremely distrustful of any and all interactions I would have with an employee. Is every email I send to my rep going to turn into an upsell? Are they being straight with me in answering my question?

film42 2y ago

The product itself is very good, but the sales process is truly awful. Random calls with non-technical reps unable to answer basic questions like, "now that you've added this to my GCP account for 2 weeks, how much is this going to cost?" They'd say they're not sure but they have a startup deal with $xxxx minimum commit for 12 months gets you two months of extra trial, cancel anytime no questions asked. It's not just bad, it's comically bad.

ipaddr 2y ago

That is their product. You want to cancel? Send the army of clowns.

baobun 2y ago

Different person with similar stance: Those specific examples? Whatever. We did get absolutely burnt by other manifestations of the DataDog approach: The billing model was (is?) very much not good, transparent or predictable and staying on top of costs was close to a nightmare. The way surprise costs and contract changes (triggered by them) was handled did not feel honest. The product itself is great but from my perspective it's absolutely not worth having to deal with their business side of things and the risks, costs (money, time, attention) and stress associated. If I were a Quickwit customer I'd start looking for alternatives.

compootr 2y ago
qw is open source so you can continue to use the foss-licensed software as it is

chronotis 2y ago

For me, as much as it pains me to admit this, the sales and account relationship process is just as important of a factor now. I'm at a level where I'm not the end user of most of the infrastructure I purchase for the business, but I'm the one that has to deal with most of the vendor interaction. Datadog is a pain in the ass. I've got two emails and a voicemail from them just this week. We are not an active customer. Heroku/Salesforce is also a pain in the ass. It causes enough friction with legal that I'll spend whatever effort it takes to replatform our workload just to not have to have those unending inbound calls. NS1 was easy-peasy, but post-IBM I now receive a PDF invoice for $50 once per month with no credit card-based billing options and have to remind finance to cut a paper check. I'll be rehoming our DNS as soon as we decide on where to move it to. tl;dr: the business experience is part of the product