I have been using Natural Reader for the last year and a half or so, and it has been a daily pain in the neck, ranging from mild frustration to outright mental breakdown level glitches and customer service incompetence/failures. I am currently trying to get them to fix an essential feature and they couldn't care less (expanded in point #2). I am at the end of my rope and so frustrated and don't know what else to do except make their arrogant negligence public.

Some of my biggest gripes:

1. The annotations are so frustrating if you actually need to export them and use them. I spend hours every week formatting them by removing the extra text that's not the actual annotation, pasting them together to form cohesive sentences and thoughts, adding page numbers since the program puts the pdf doc page number instead of the article page number, even though half the time it can tell the article page number.
2. Their customer support sucks. For example, my web app isn't showing the highlights right now so I can format them like I mentioned in #1. I contacted them and they say they are working on it but no resolution or urgency. Every day they don't fix it I am falling further behind on school because I can't use my notes because they don't make sense as fragments of a concept. Where does one concept begin and one end? I have begged them to help and they DGAF, said it may take weeks, but they are extremely dismissive. It's like they don't realize or don't care about their responsibility to paying customers to make it useable!
3. The "highlight added" box that pops up after you add a highlight is so janky and unnecessary, and impedes useability because you need to wait the three or so seconds for the box to go away before you can highlight (for some dumb reason). There used to be a tiny tiny X to close the box but they removed that too. The epitome of en$#*!ification, I have no idea why they removed it. So you need to wait for the box to close, sometimes the area you need to highlight is short so you often need to wait and keep going back to get all the required pieces highlighted. It wastes so much time, is unnecessary, and not really realistic for folks with disabilities. I thought this was supposed to increase accessibility?

Other small bonus annoyances

1. The buttons are glitchy and too small, especially for a TTS/accessibility device
2. They should have a filter for numerical citations
3. The page numbers should reflect the actual page numbers in the doc (They already have this technology!)
4. It often pronounces the same word three different ways in one sentence

I installed the app on my Mac, and all of my virus checkers are saying it's infected with malware (Nukestep) and to get rid of it ASAP.