Product is okish, but customer support is non-existing

[ahtinurme]

I'm writing it here just to share my personal frustration.

First, I would like to say that the product is so good, that I use it daily.
But there are some quirks, that make it not quite ideal yet.

One of the things I'd like to use is the mobile version, which has been very buggy from the start. Unfortunately, I cannot still use it as I planned, since when I'm in the local network (or close to the computer), I can see the repositories okay, but going somewhere farther, the server is still up/running, but no repositories available.
I wrote about this to customer support 2 weeks ago, but to this date, no reply.
So I wrote to the support again, asking for a refund for a software I cannot use as planned.
This is not the first or the last bug probably, I'm seeing, but the only blocker.

Although Beyond Code has a good validation by Laravel community and believing the usually superb support received with Laravel products also extends here, I see and feel, also by the amount of open tickets, that this project is not receiving the amount of attention that it actually deserves. Which I think is sad.

Feel free to argument.

[marju212]

+1 to ahtinurme here, and I'll put the uncomfortable question on the table directly: is the team actually resourcing this product for the long run, or is the current pace mostly about new features and launch momentum?

I ask because the signals all point the same way. The mobile experience has been broken since launch, and the specific failure is telling — on the LAN the app lists repositories fine, but over a remote connection the server is reachable yet returns no repositories. That's not a flaky edge case; it's the core remote path not being maintained. Add a support ticket sitting unanswered for two weeks and an open-issues list that keeps growing, and this stops looking like normal early-product turbulence and starts looking like reliability and support simply aren't scaling with the user base.

To be fair, the product is genuinely good — that's why people are frustrated instead of just leaving. But "strong core, neglected edges" only holds up for so long before people stop trusting it with anything they actually depend on.

So, a direct ask to Beyond Code: can we get a clear, public statement on (1) whether the remote/mobile access path is on the near-term roadmap or being deprioritized, and (2) what paying customers should actually expect for support response times? A refund request going unanswered next to an open bug report isn't a good look for a team with this reputation.

Happy to be told I've got it wrong — I'd honestly prefer to be.

[pvankouteren]

Unfortunately, I wonder about that lately as well. I think quite a lot of issues boil down to roughly the same few problems. However, there is never a response to issues on GitHub or when you report an issue via the application. We all understand that resolving and addressing issues takes time. And that is not the main problem I experience.

I think the issue lies mainly in the lack of communication, which means you get no sense whatsoever that anything is being done with the feedback you provide, causing people to eventually stop bothering to put energy into it. Participating in github conversations takes time (and distracts from development). I think nobody would expect unnecessary discussions, but a simple acknowledgement (an emoji on the ticket, just one sentence "We'll take a look at it") would already provide a little heartbeat / sign of being heard.

I really love the application, but the overall experience is bittersweet at the moment. I, too, sincerely hope (and wish) that I am wrong about my current feelings.