Merlin AI concept is good.
The AI when we started to use it was great. Until the credit mystery of usage became a huge hog... It's eating up many credits (especially around images) and we're not clear how.
We're Tier 3 (20K credits); On average we're using 6-8K a month...

Optics of the product:
There seems to be a push from the creators to move to a paid model by giving incentives to AppSumo LTD, but what's the point? What's the value to us? We obviously bought LTD for a reason. We want the business to do well as they grow.

We're seeing our credits eaten up with no real clarity behind the ability to see/understand how...

We're puzzled by how support responds to our credits being eaten up. We were told we used 115 image AI credits but how that translates to using up 20K in <than a day didn't make a whole lot of sense, which is where their support for us can do a better job to help close the gap.

We have seen huge hogs in our credit, and there's a lack of transparency on how many credits gets used for example, of

When we reached out about the image AI problem, we were surprised to receive a response that implied our queries were costing the company money. This left us questioning the trust we placed in this company when we bought their offer. How many of our queries are actually impacting their business? Are we somehow responsible for their business decisions or their business model? This response left us feeling uneasy and unsure about our relationship with Merlin's help and support team.

As Tier 3 users who have made numerous purchases of LTD software from here, we were disappointed by the response we received. The suggestion to request a refund within the 60-day window was weird and seemed like the attitude was very defensive.

We hope their business model is a success; the support needs to improve. If a customer reports a bug, whining about the costs and how we're using so many queries doesn't provide a solid relationship with the sellers and buyers. Within 1 day, our queries were used up (20K) when we did the images. They said we used 115 queries for images, which still needs to explain how we used up 20K credits in one day... When we reported it, they seemed next level more concerned to drive us off their platform.

Regardless of any rebuttal to this 'customer experience,' the support we received was not up to par. Merlin could use its own Merlin AI (marketing prompt) to craft a more customer-friendly response that helps solve the issues brought up by the customer, so it's a win-win for both. Even if it's a perception thing, perception is reputation... Being helpful vs. defensive would be more in line with the level of service we expect from successful companies that know how to respond and solve problems with their customers.