• Report: #1008725

Complaint Review: AnyMeeting

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  • Submitted: Mon, February 04, 2013
  • Updated: Mon, February 04, 2013

  • Reported By: anonymous — Charlotte North Carolina United States of America
AnyMeeting
7777 Center Ave, Suite 520 Huntington Beach, California United States of America

AnyMeeting low quality webinar services Huntington Beach, California

*Author of original report: bottom line is...

*Author of original report: Trying to cover up

*UPDATE Employee: More to the Story...

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I was in search of a webinar service provider and came across anymeeting online. The first time I used the system, I had problems uploading presentations and audio problems as well. It took several attempts to upload a presentation, and there was no available support to resolve the issue quickly. My attendees complained of poor audio quality and screen sharing problems as well. I ended up losing a few attendees as a result. The ones that stuck around never responded to future webinar sign up lists. The second time I hosted a webinar using anymeeting, the conference line was choppy, and then I ended up losing the conference line altogether. I scrambled to get the conference line up and running again, and luckily, my viewers were still there and had to log back in. Instead of using anymeetings conference line, I had to use my own phone system to present to the attendees. I sent these viewers request to sign up for future webinars, but they never responded. The third time I used anymeeting, I had the same problem of uploading presentations again. I converted files, made them simple, cut down on slides, etc. to make it work but it never did. I clicked on the screen share option and the meeting froze up, displaying a black screen.

I then tried to upload a presentation again to see if this time it would work (and it did). I didn't do anything differenly, it just all of sudden started working...but the black display was still there and wouldn't go away. So I started over and uploaded the presentation again, but got an error message saying that the presentation was already being shared. This wasn't true, because I still saw a black screen, and so did my audience. I had about 44 attendees and this was all going on during the opening of the webinar, I apologized to my viewers for the technical difficulties, but began hearing the chimes indicating that viewers were leaving. I managed to improvise and had presenters speak over the conference line, and I typed messages in the chat box to control the webinar flow. By the end, I had only 12 people still in the webinar. Not only did these three instances impact my business reputation, but also cost me potential customers. When this happened the first time, there was no contact number that I could call and speak to an anymeeting representative. I then went on their facebook page several times to complain, but got no response. All they did was delete my facebook messages so that no one else could see the crap they offer.

Would I use anymeeting again. ABSOLUTELY NOT. They offer services that dont work and provide poor customer service. DO NOT WASTE YOUR MONEY WITH ANYMEETING! Not only will you lose money, but you risk your business reputation as well! Go for a more robust webinar service. AnyMeeting experiences a lot of hardware issues and its not worth the time and money, or your business reputation.


This report was posted on Ripoff Report on 02/04/2013 03:17 PM and is a permanent record located here: http://www.ripoffreport.com/r/AnyMeeting/Huntington-Beach-California-92647/AnyMeeting-low-quality-webinar-services-Huntington-Beach-California-1008725. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

bottom line is...

AUTHOR: anonymous - (USA)

The bottom line is that:
  • Their customer service system is poor. If you are expecting to speak to someone when you have an issue/problem. You won't get it. There is no number to call. You're stuck with searching an online database or hoping you can get an email in time from their support techs when you do have a problem. I don't think anymeeting understands that webinars occur in real-time so therefore should be backed by immediate one-on-one over the phone interaction with a person, and not an email inbox or online library. 
  • Technology is poor. Screen sharing will fail. Uploading presentations will fail. Audio is very poor (this was the major complaint out of all my webinars hosted). Video quality is poor.

The bad thing is that if you choose to sell webinar seats to customers using anymeeting, you will have problems. Because you're customers will expect a great webinar, but then, anymeeting technology will fail you. So then you yourself will end up with having to respond to your customers explaining to them why their webinar experience was so horrible. So avoid your own customer problems and research anymeeting thoroughly before using their service (free or paid service). Or got with some other webinar provider.

As far as "spamming" their facebook page, they replied to my initial complaint, again after the fact that I said I would file a report. Then, magically, I visited their facebook page and "wholla!" a support rep responds to my post.

Don't be fooled by the EMPLOYEE that commented to this report. Of course he/she has to stick up for the company he/she works for. Check out their facebook and read all their customer complaints (if they haven't deleted it by now). If not, try anymeeting yourself, and you'll see what problems exist for yourself.

And I can't believe they offered me one month free premium service...really? So I get it for free, and then have to opt-in to their subscription service thereafter. Great sales move anymeeting!

My simple recommendation to anymeeting is:

1) Improve your customer service system. Put real people behind your product and not some silly support ticket system or online database.

2) Fix your technology. I have seen so many customer complaints surrounding your hardware over the past year. And apparently your customer's feedback has gone unanswered. I even posted to your facebook a few months ago because I read all the horror stories from other users. I asked what was being done to resolve all these complaints...and got no response. So again, it's not until a customer like myself says they are going to take action that you (anymeeting) acts, and then tries to save their business brand by posting a rebuttal to this report.

I will not take anymeeting up on their offer. I will simply ensure this report gets shared to all the various small businesses and other users that lean on anymeeting for their webinars. This is an unacceptable service and customers complaints go unheard. Don't ruin your business reputation by using anymeeting. Trust me.

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#2 Author of original report

Trying to cover up

AUTHOR: anonymous - (USA)

First, this is an example of anymeeting's poor quality service: "they will set things straight with their 24/7 email support"...really? email support? They even have a "Knowledge Base" where you can look up information to troubleshoot your problems. Webinars typically occur live and facilitators don't have time to email customer support and wait for a response. Wouldn't it just be great if you could just speak to a live person versus having to look through a library of information or waiting for an email to come through? What are you supposed to say to your audience, "please hold while I am waiting on an email...hopefully they will email be back and then we can begin the webinar." 

 Just saying...


They speak of immediate support - ha! Here's what their email ticket said when I emailed them about my problem..."All tickets should be replied to within 24-48 hours." <--- that doesn't look immediate to me. Again , just saying...you dont have to be a rocket scientist to see the disconnect here.

This is the response I got after I submitted a support ticket.

Thank you for contacting us. This is an automated response confirming thereceipt of your ticket. One of our agents will get back to you as soon as possible. All tickets should be replied to within 24-48 hours. Please keep an eye on your email inbox and spam/junk folder. For your records, the details of the ticket are listed below. When replying, please make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately.

   Ticket ID: 56993

   Subject: Poor Service

While you are waiting, your answer may already be on our Support Site. You can check it out at: http://support.anymeeting.com

Kind regards,

AnyMeeting - Free Web Conferencing

Again, 24-48 hours...really?


The second email I received from anymeeting contained nothing useful:

Hi Mike,

We're sorry to hear that you are not satisfied with the functionality of our product. We assure you, we strive to put out the best web conferencing product available. Even with that, issues sometimes occur, and when that happens, our technical support department is available to help troubleshoot issues 24/7 and would be glad to work with you in the event of this issue or other issue occurring. In many cases. we can correct issues within a matter of a few minutes.

We hope this information is helpful. Please feel free to reply back if we may provide any further assistance. Thank you and have a great day!

Regards,

AnyMeeting Support

Lets look at this email what is says: it contains an apology. Great. Good job anymeeting, then basically everything that follows is $hit happens.

As a last straw, I emailed anymeeting support back and said:

"No thanks, AnyMeeting hasn't been helpful since I started using the system. After today's experience, not only did it cost me potential customers, but my business reputation as well. So I don't think I will be needing anymore assistance from anymeeting. I'm happy just to spread the word to others before they consider using anymeeting's horrible webinar services. I will be filling my complaint with Ripoff Report online (https://www.ripoffreport.com/)."

Once I said I was filing a complaint, I received this email from anymeeting support:

"Hi Mike,

We understand your frustrations. There is nothing worse than taking time to schedule an important meeting and then have something go wrong. We truly emphasize with you. For this reason, we would like to make it up to you in two ways:

1. Try to learn what went wrong in order to correct it.
2. Offer you a free three month Premium Subscription plan for you to use.

We hope that you will give us the opportunity to make it right.

Regards,

AnyMeeting Support

Ticket Details
Ticket ID: 56993
Type: Feedback
Status: Pending Close
Priority: Normal"

As you can see, the first two emails offered nothing, but only an apology. There was no questioning of what happened? What did you experience? Etc. Nothing asking for more details other than general statements such as "I'm Sorry" and contact us in the future if you experience further problems. They ASSUMED I experienced problems with internet connectivity, etc. but how would they know? All they did was say "sorry." Where was the follow-up? There was none. Only when I said I would file a formal complaint, did anymeeting start to act.

SO with this being said, they emailed me back and DID NOT OFFER "Premium software at no charge and a promise to work with him to resolve his issues" ... they did make this offer after the act that I told them I was filing a formal complaint. After I said I was filing a formal complaint, then they started show that they cared by making offers, posting on their facebook page that they responded to my complaint, etc. So again, after the fact did they attempt to resolve the issue.

Before this, it was nothing but standard email responses: Sorry, "We hope this information helps"..."technical issues happen...email us if you need further assistance," etc.

It wasn't until I said I would file a formal complaint that they got serious and began emailing me special offers and showing an interest in trying to resolve the issue.

Their response "More to the story..." is a cover up! Because their story is AFTER THE FACT.

Now they are trying to cover their tracks like they provide stellar customer service or something. If you view their facebook page, they have posted that:

"If you run into any questions, comments or concerns about our software, please do not hesitate to contact our Technical Support..."

This was posted after this mess began. Four people liked this post, including the person who oversee's anymeetings  facebook page. Coincidentally, four people also clicked "No" that they did not find this report helpful...looks like anymeeting employees are trying to cover up the truth about everything and make it seem like they are awesome or something.

This is not the only case of problems anymeeting has. Ive just been the first to actually file a complaint against anymeeting online. Look at their facebook page and see how many complaints they have. They have tons. They have their social media manager respond to each query to obviously show prospective anymeeting users that they provide stellar service or something.

If you are interested in using anymeeting and are reading this report, by all means try their service. Youll learn fairly quickly how bad their webinar system is and how much it fails. When you begin to have problems, youll have no one to call. They dont provide a number. Im sure after this, theyll think about providing some sort of customer service phone line, but until then, youre left to sending emails and searching an online knowledge base for support.

Once you start experiencing all the hardware problems e.g. screen sharing failing, uploading presentations failing, etc, Im sure youll want to lodge a formal complaint too. DO NOT WASTE YOUR MONEY! Their services are priced low for low quality services!!!  I cannot begin to express how many other small businesses I have talked to about this today and learned that others have had similar experiences and have chosen to leave anymeeting services. Bottom line. Anymeeting has poor customer service (email support with 24-48 hours response time??!?!)...and
TERRIBLE Technology. This is my experience with them and I am sharing this as a consumer looking to protecting other consumers from wasting their money by using anymeeting services.

Anymeeting can rest assured that this report will not be removed after my experiences with their services. I hope this report goes viral and that others will avoid buying into anymeeting services after reading this report.
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#3 UPDATE Employee

More to the Story...

AUTHOR: AnyMeeting - (United States of America)

Unfortunately the person who filed this claim also 'spammed' our Facebook page eight times using the copy/paste approach. We therefore purged the duplicate content from our Facebook page. We replied to the initial post on our Facebook page to the user as follows:

"Hi Mike, we are sorry to hear of the recent issues. Someone from our Technical Support team has already sent an email directly to you to try to help isolate the issue. If you have any questions, comments or concerns, please do not hesitate to contact us at support@anymeeting.com and we will reply back to you within hours 24/7. Thank you."

Unfortunately, our support tracking shows that the user who submitted this complaint had never once attempted to contact our Support team to ask for help or notify us of the issues he complained about. We therefore had absolutely no way of knowing an issue had occurred and certainly had no way of helping him.

The problems the user complained of are in many cases due to a local connectivity issue.  The user could have been broadcasting a meeting via a Wireless Internet Connection or a network connection that was suffering and that would have caused the issues he complained of. In any case, had the user either contacted our support team via email from our support page to ask for assistance, or referred to our thorough knowledgebase, he would have had immediate help and a remedy to the issues he complained about.

However, we took the initiative to reach out to the user and not only apologized to him, but also offered him access to our Premium software at no charge and a promise to work with him to resolve his issues. He refused and instead took to opening this complaint.

We hope that the user will close this complaint and take us up on our offer to work with him to resolve his issues. We are certain that we can help quickly and easily.

Thank you.
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