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My complaint is less about the product than the service.
First, the product--To construct a writing checker is a monumentally complex task, so I do expect it to offer many awkward comments and corrections that are meaningless. Awkward though it is, I find it useful. I do like that it marks errors rather than tries to correct them, and I like the downloadable PDF it provides. Although it is far from elegant, it saves me work and catches things that I likely would not. The Plagiarism Check should default to being on. The manual controls on the older version seemed more intuitive but the newer ones are probably just as good after one learns where they are. Downloading the PDF report is now harder tfor a new user to find. The product seems to be improving with time, so I added one more star.
On the Service--YECCHH! That is where most complaints come from, especially around the business issues of billing. Try to find the name of the officers or owners and connect by phone to speak with a live person. You cannot connect. Hundreds, maybe thousands, of people who enrolled for their software service found the same thing. Complaints were rampant for years all over the web. But there are indications that responsiveness is getting somewhat better and the software has improved steadily since I started using their tool. It must have taken immense effort to construct this. For me, it continues to be worth the subscription.
Ed N.'s review of Grammarly earned 20 Very Helpful votes
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Hello Ed,
Thank you for sharing this feedback with us. Transparency is one of our highest company values, so we take what you've shared very seriously.
After reading your feedback, we’ve identified a few ways that we can improve our transparency with our customers. First, we’ll link our ‘About us’ section more clearly to our homepage, so that users can learn more about who we are and what we do. We’re very proud of the team we’ve built and would be happy to make that information more readily available. For now, here are some links to more information about Grammarly:
http://www.grammarly.com/about/
https://www.crunchbase.com/organization/grammarly
As for reaching our support team, the support link at the bottom of our homepage allows you to search through our forum for frequently asked questions or to email a member of our support team. Our team typically responds to support tickets within a few hours on business days, but it takes a little longer on holidays and weekends. You're right; the phone number is hard to find on that page. We’ll work on the design to make it more prominent. To help keep costs down, we currently do not provide full-time call support. We do, however, provide call-back support. Our support team is typically able to respond to a phone message within 12 hours (on business days). You can request a call by leaving a voicemail at 1-888-295-7904 or by emailing support at support@grammarly.com.
Thank you again for sharing this valuable feedback with us. If you have any other questions or concerns, feel free to email me directly.
Kindly,
Kimberly Joki
Social Community and Content Manager
kimberly.joki@grammarly.com