Anyone else feeling let down?

Questions
1

This is a moan born from huge frustration.

I’ve invested a few years into Bubble. I’ve told everyone who will listen how great it is, and several people have trusted me to build their projects. People who have made significant investments of trust, time and money.

But… I believe that the primary measure of a brand is how it deals with problems and supports its customers. Most other things are just fluff - it’s what they do when it goes wrong.

I love the Bubble product, and I enjoy it. But the support is woeful.

I’ve got a problem that’s now 3 weeks old. The address data type works perfectly well on one mobile app and doesn’t on another.

Basically, I have an input with its type set to address. As I type a zip code on one app, the app updates a map and geo address as I type - the other app does nothing at all. They have the same configuration, and even using the same GC API keys, the problem remains. The only difference is that the apps are on different accounts.

The initial support was terrible, and the first week was a series of links to outdated knowledge base resources (they don’t even mention the iOS and Android keys) and being told how to do things that I’d already done. Only after complaining was it escalated to a single point of contact. But imagine a conversation where there are 24-48 hours between sentences.

As things stand, all I know is the app isn’t working as expected, Bubble knows it’s not working as expected, and nobody knows why.

I’m not even clear anymore which app isn’t working as expected.

My customer and I have made significant investments of time and money to build his project. But now, he’s on the verge of pulling the plug, leaving us both out of pocket. What really scares me - I have two other client projects on the go, and I have a couple of advanced conversations around bigger projects. Not to mention my own little SaaS projects.

Many people say that we should never put our businesses in the hands of someone else’s platform. Are they right?

Please convince me that I haven’t made a terrible mistake trusting Bubble.

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2

Did you check if your key isn’t restricted to the working domain?

When testing in browser, you should see errors related to autocomplete. Also in debug mode (not sure if mobile has it)

3

Thank you for the response.

I’ve tested the address lookup on a web page, and it works well. The web keys have restrictions, but include both apps, and the iOS and Android keys have no restrictions.

4

I’m not very frequently in touch with support, but if you find it lacking, I’m sure you have some good reasons. My best advice would really be to use a combination of the support and forum to find solutions, and try to make a cool decision on whether it’s affecting your project so much that it warrants a change in platform—but rebuilding an app on principle is usually a much bigger investment than it’s worth in my opinion.

Be honest about how you fell. You can tag @fede.bubble whenever you think something really deserves to get Bubble’s attention (such as how support could be improved. He’s great at escalating viewpoints that are important for Bubble.

The sheer variability in different edge cases and types of apps made on Bubble makes their support job particurarly challenging. Not saying that to excuse Bubble, but to try to nudge towards a constructive approach—if you found support’s response to be sub-par, let them know. It sometimes leads to real change, big or small, in how similar issues are treated. Being a fairly close observer of how they work, I can assure you they really are trying to provide the best support possible. But user feedback and learning more about the intricacies of their user’s apps helps them improve.

I’m sure this doesn’t help you with your current problem, but just wanted to chime in.

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5

Hi, you didn’t hurt to trust someone else. You’re just going through a moment of comfort. So that may seem stupid, but have you tried asking for a bubble bot? I always write if I have doubts or problems and it solves it 99% of the cases.

Let me know!

6

The AI bot is generally quite good. I do use it a lot. However in this case it gave me incorrect information and pointed me at help resources that make no mention of mobile. For instance the Google API key help docs make no mention of the wet up of the iOS or Android keys. So I’ve had to guess.

7

This is precisely what summarizes the conversation I have been having with Bubble’s support. It’s been over a month I reported a ShortLists bug. As of today, it remains unsolved.

I reported the bug on September 2nd.

After multiple back-and-forth emails, they let me know on September 12th that the team is actively looking into this bug.

Ever since, every new update is something along the lines of “we haven’t heard a new update from the team”.

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As you’ll see in my follow up reply. Our app was crashing due to some issues Bubble is experiencing with Short Lists. After removing them, the app no longer crashes (for now).

Anyway, I just wanted to let you know that you’re not the only one who’s dissatisfied with support at the moment. :slight_smile:

8

I think, and from what I’ve experienced, the support department should be the #1 focus of any company like Bubble.

The support department is what helps prevent churn, and is actually their best marketing tool.

When I was in college, I was an intern at a big company in the support department. The amount of nonsense tickets that come in is ridiculous, but there were also legitimate tickets that really needed help. It’s important to treat them all the same.

It’s like a car dealership. I have a relative who owns one. Most people think, and I always thought, that the money was in selling the cars. It’s not. It’s in the backend in service. The service department should make more than the sales department. Plus, the service department is where you create repeat customers.

Bubble’s #1 priority, before anything else, including new features, should be in the support area.

It should be their biggest focus

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