I like the flexibility, the fact that we can have many users at once, and the basic functionality that RealMagnet provides. I also really like the "new" editor (not that new anymore, but it's way better than the old one, and more intuitive).
I was also very pleased that they offered two recent webinars--one a basic account training, and one about the "hidden gems" of the platform--as that was one of my main previous complaints about RealMagnet--in the past, we sometimes would only hear about certain features when we asked a question--and we'd receive a sort of "obviously, you should use THIS to do that," when there's no way we would have know about "THIS" unless we asked.
We're a nonprofit, and I think we're currently at a lower price point that some other customers so that might influence this a bit, but I don't always feel like there's great customer support. In some things (usually account upgrades with a cost associated) there's great support, but frequently we'll call with an issue in an email, only to be told to try something we said we already tried, or to be given an incomplete solution, or to essentially get the equivalent of a shoulder-shrug. I do understand, of course, that some things are out of their control, and some things are affected by our own limited staff/time or users' experience with the platform, but it can be frustrating when we're dealing with a very real limitation of the platform and being met with even very mild indifference.
Additionally, it sometimes seems like the company places more emphasis on coming up with NEW account features instead spending time of making the ones that exist work better.
I do also feel like there could be better notification of platform-wide issues, updates, etc. (though that has been improving in the last year).
Despite my less than glowing review of the product, there are problems with EVERY platform like this. You're never going to have a perfect experience with a mass mailing platform. You just have to decide which issues you can work with and which you can't (and find one in your budget).
We send a lot of email with the platform, and also recently (finally) moved toward integrating it with our contact database. That will offer some very real benefits once we work out the kinks (which have more to do with our database, admittedly, than RealMagnet).