Terrible customer support:
If you try calling Meltwater's customer support number often times they simply don't pick up. In every case in which I did get someone on the phone from Meltwater and I had a problem, the person I was talking to could never solve my problem, not once. They always had to ask someone else, or get information from another team. Meltwater employees are not knowledgable about the product and clearly not trusted with information or the ability to make decisions.
One of their employees openly admitted to a high turnover rate of employees and as such, no one was willing to take responsibility for what someone who no longer worked at Meltwater had done.
Search results are not accurate:
I worked with more than one account representative to get accurate results about my company and they never fully worked out. They both missed several key results (the whole purpose of using this service was so I didn't have to dig to find them) and they also brought in incorrect results, despite three separate people trying to figure out how to set up my Meltwater account. Many times throughout the past year I've emailed links that I've found on my own to Meltwater because their search queries didn't pull them in.
Mediate database is out of date:
I used their media database several times and it was always difficult to use plus there wasn't updated contact information for reporters. I had better luck looking for emails and phone numbers myself.
Everyone is sales focused:
When my account manager would ask me if he could help with my PR strategy he often just tried to upsell me various other services that I didn't need.
!!They sneak auto-renewals into contracts and do not notify you!!
The kicker is that four months before my contract ended my representative asked me if I planned on renewing with Meltwater and I informed him I did not. Despite that, months later he didn't inform me that the contract had already auto-renewed and there were charges on my account. The team was never able to help me get out of the contract so I'm currently stuck with them for another year. (This is another instance where everyone I talked to at Meltwater blamed the sales rep I signed with who had left Meltwater months previously.)
Overall, I will never recommend Meltwater as a product or service. Their staff aren't knowledgable and their salespeople sneak auto-renewals into their contracts to keep people on as customers. As a company no one is able to take responsibility and they don’t offer genuine support for their customers
I truly feel sorry for their employees because it seems like the higher management doesn’t treat them well and only focused on sales. I know several other very unhappy customers that employees have to deal with because of their sketchy practices and terrible product.