Ran my first class, not a good experience, awful support
So, I ran my first class yesterday, but overall it was not a good experience. I had some issues, and although most were minor, upon raising these issues with the Classtra team, they were essentially dismissed and I was told "The system is working perfectly" even though it clearly is not.
1 - One of my students was unable to join the class. When attempting to join, the student was isolated into a Jitsi session of their own and could not see anyone else, nor could anyone see that student.
2 - Welcome emails, which I did not want to send through Classtra (and I was told would NOT be sent if I left the "Welcome email" box empty), WERE sent to all of my students, from my personal email address (which I did not know would be the case, nor did I desire that), AND they were all delivered to spam because Classtra did not advise configuring SPF etc for their sending servers, so these messages appear spoofed.
3 - I sent SMSes to my students... but most of them did not arrive until 3 hours after my course was over. After contacting support I was told that "SMS was down, sorry."
4 - My recording stopped in the middle of my session and popped up an error on students screens that they could not even dismiss. When I told support this, they responded and said "Recording works perfectly."
5 - I tried to setup a custom domain, but after configuring the CNAME properly, when visiting the custom domain, I just get a Classtra 404 page. I opened a ticket about this, and even sent 3 screenshots with the ticket to show that everything was configured exactly correctly, and they did not even look at the screenshots, but instead replied with "you must have put the wrong link. Please put the right link." ðŸ˜
So, it seems to me, now that the Appsumo deal is done and they don't have to worry about new Appsumo sales, they also don't care much about supporting us... since "everything is working perfectly."
While my first class with Classtra wasn't otherwise a disaster, if they don't address or resolve some of these issues, and reply to me to tell that indeed the issues I submitted have merit and that their systems are NOT working perfectly, I have very low confidence in the product, and now also in the team. :(
Ahmed_Classtra
May 9, 2024Hello Taylor,
First, I want to thank you for choosing Classtra.
Second, of course, we will help you resolve the issues! Please accept my apologies on behalf of the team regarding what happened. I've received a few of your emails from the team and I will oversee your case personally.
I will also personally review your support tickets to see what happened and address the case internally to make sure nothing like this happens again.
Please be assured that we will be here to help you every step of the way. Not just for the AppSumo deal :).
I will take the next 24 hours to examine all the issues mentioned and address them.
I want to make sure there are no issues for your next class.
Again, I want to take these next 24 hours to look at your case with the team, so this is not the final response. I will update you in the next 24 hours.