At this stage nothing, to begin with it was easy to use and generating report was easy, now nothing is easy and you are dealing with people from India that are agents
We have been using Adroll for many years and have spent thousands with them. For years we have been receiving the same reports for our clients in the same standard with no issues at all. Sometime last year is seems they shifted their whole operation to India and at the same time they decided to change the format of our reports without consulting us. We could no longer send the new format because it contained confidential information and our clients insisted on the same report they have been receiving for years.
As such the Odyssey with Adroll started. First we went on chat to explain the issue, we were told to create a ticket which we did. No response. Followed up on chat with another agent from India, they asked us to send the report we wanted and the one we didn’t want, so we did. A new ticket was created. Then the reports changed to different format and still not the same one we had before. So again, onto the chat and again a new agent asking for the same things.
This is now one year ago and we have still not managed to deal with the right people who can sort this out for us. Every time we go onto the chat a new agent is there and the excuses are never ending as to why things went wrong and promises that it would be sorted. Still nothing sorted.
The last agent Soumya Y was actually helpful and he personally promised to get this sorted for us, so again another ticket was created and again he asked for all the reports which we supplied (5th time) two days later a reply is made to the ticket saying the following:
Hope you are doing great!
I understand that you would like to receive reports in a particular format. Please share the format and also let us know if you do not wish to receive any report so that I can check and disable it from the backend.
Awaiting your response!
You can see why we are over Adroll, they clearly don’t have a ticket system that shares any history. To-date our issues are still not sorted which will now result in us moving away to other providers with better service and pricing. It’s a real shame you treat your clients this way. We will also be sharing this in a marketing forum we sponsor with over 5000 marketers, many of which also use Adroll.