Unreliable Features, Poor Usability, and Inadequate Customer Support
Updated May 11, 2023

Unreliable Features, Poor Usability, and Inadequate Customer Support

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

Overall Satisfaction with Filmora

I was trying to use their srt file to speech feature to translate instructional videos in other languages.

Pros

  • Not providing SRT to Speech
  • They have an incomprehensibly bad video editing platform (at least from the SRT to Speech end)
  • They provide terrible customer service
  • They refuse to give you refunds

Cons

  • They should test products before using them
  • They should have a free trial, (they don't because no one would upgrade)
  • They should give refunds for products that don't work
  • SRT to Speech but it does not work
  • We had to dispute the charge on our credit card

Do you think Filmora delivers good value for the price?

No

Are you happy with Filmora's feature set?

No

Did Filmora live up to sales and marketing promises?

No

Did implementation of Filmora go as expected?

No

Would you buy Filmora again?

No

In my opinion, it's basically a scam, there is no free trial, and now I know why. I purchased the Filmora along with an additional text-to-speech conversion feature which they advertise, which not only failed to work as expected, but also had such glaring usability issues that it was clear no reasonable user could expect it to function properly. I submitted a ticket, and was initially told to expect a response within 24 hours. Its been over 5 days, which caused delays for my time-sensitive project. We have since moved onto a different service. Despite my numerous attempts to explain the situation and request a refund, they said they would only provide a refund after their engineers have said it's something they cannot fix (who knows when that will be). Eventually, I had no choice but to dispute the charge. You have been warned...

Comments

  • Emma Meng | TrustRadius Reviewer
    Emma Meng
    commented a year ago
    We are sorry to hear that you are having trouble using our product. We take product quality and functionality very seriously, and we strive to provide reliable and effective products to all of our customers. Knowing you were encountering a problem, we desperately hope to fix it. This is the reason our support tells you that engineers are doing an analysis comprehensive for it and may need you to wait for extra days. We apologize for the inconvenience which caused delays for your time-sensitive project. We'll keep improving and then bring a better and better experience for our users. In line with your doubt about the trial version, we'd like to explain it in more detail and make things being more clear. Actually, we provide the trial version for the users to confirm if it meets their requirements before purchasing. But if the customer wants to export videos without a watermark all the time, then he/she needs to subscribe to a plan to activate it as a full version. Back to your refund request, if there is a technical issue that could not be resolved within 30 days after purchase, we would offer a refund. This is the reason our support may explain more details regarding our refund policy according to your actual situation and didn't process a refund in the first place. Seeking your kind understanding. Kindly note the 30-day money guarantee is based on the first date you contacted us. For example, if you purchased this software on 6 May and contacted us regarding your issue on 7 May, then definitely, you are still in the 30-day money-back guarantee. We'll still process a full refund once we confirm we are unable to solve your issue after further troubleshooting. Here is our refund policy for your further reference. https://support.wondershare.com/how-tos/wondershare/what-is-wondershare-refund-policy.html To take care of your concern further, our senior support will look into this matter and evaluate your refund request, and they will go back to you as earlier as possible. Your patience is highly appreciated!

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