I literally was about to pull the trigger on Tier 6 until I read this reply to the question from FrancysLima, as I found your response very disappointing. I did not find the question from FrancysLima to lean towards bullying or entitlement, and the issue raised and questions asked were legitimate (and were not answered).
The failure to respond in a thorough and courteous manner will lead many to not trust in the support provided, therefore in the product itself, as a quality support team should respond to ALL questions, at least until the response from the requester becomes downright belligerent, etc. (which it definitely was not and would not have been allowed by Appsumo if it was).
Unfortunately your support response has cost you my (Tier 6) purchase, and obviously at least two other purchases.

Hey!

Thanks for your feedback and for letting us know your thoughts!

Your feedback helps us build better products, stay in touch!

Regards,
Mohamed.

Hello Mohamed, Greetings from Mexico, and thank you so much for responding! I must admit, English isn't my first language since I primarily speak Spanish, but I use ChatGPT and Google Translator, so I appreciate your understanding.

I'm not entirely sure what you mean about FrancysLima's messages being bullying and entitlement trust. I've asked ChatGPT to analyze her texts to see if they contained any bullying or entitlement for the same reason my english is not very good, but it seems there might have been a misunderstanding since this was ChatGpt's answer:

(ChatGpt Answer: The text you've provided does not contain any bullying or entitlement. It's a professional and direct inquiry regarding specific service features and requirements. The sender clearly states their understanding and expectations about the service ("white label" implies full customization capabilities) and seeks clarification on prior communication regarding SMTP requirements. The language is firm but polite, and it addresses a legitimate concern about potential false advertising, which is framed as a legal point rather than a personal accusation. The sender also shows continued interest in the service and poses detailed, relevant questions to gather more information before making a decision. This approach reflects due diligence rather than entitlement or aggression. Overall, the text maintains a professional tone and is focused on clarifying service terms and features.)

Your response of "we reserve the right to answer" is the exact same responce when Etsy unexpectedly canceled my account after three years, hundreds of late working nights, and over 400 products in the store believe me i got drepretion for that. Your response raises all red flags for me.

I'd encourage you to consider responding to FrancysLima. It seems like addressing her five legitimate questions and her concerns about the white label could be beneficial for your business. Ignoring them might cost you more in potential sales and customer trust.

Leonce153, FrancysLima, and I are all interested in tier number 6, especially since I have a 10% discount from my first purchase that I'd love to use wisely. That alone could mean about $2,000 in sales for you, not to mention others who've expressed they might ask for a refund after seeing your reaction.

Most users seem to think there was nothing wrong with her questions. If you value your customer'' opinions and want to continue doing business with them? Responding might be a good move.

If you'd prefer not to address her directly, could you answer these questions for me?

Is there a limit on the number of visitors per month for each site?
What is the total storage capacity per site in gigabytes?

Also, if you could clarify the concerns about the white label, that would be helpful for everyone.

Thanks so much, and looking forward to your reply!

Best regards,
Julio

Hello Julio,

Absolutely, as I said, I'm happy to address any concerns as long as they come in a "being nice" tone.

Is there a limit on the number of visitors per month for each site?
What is the total storage capacity per site in gigabytes?

1. No restrictions on the views on any tier.
2. Stunning does not provide possibility of hosting files at the moment, Stunning isn't only a website builder but a suite of website, AI Marketing, AI Genie and CRM, so the main USP here isn't about just building a website but rather offering a full digital hub for an agency to offer website and marketing services to their clients.

Also, if you could clarify the concerns about the white label, that would be helpful for everyone.

1. White label today works as follow, an agency can build a website, AI Mareking, AI Genie and CRM and assign the workspace to their customer and they can manage and / or maintain the workspace under the agency branding.

2. The youragency.com custom domain is still in progress for agencies. Currently it's available for individual accounts. But we plan to release custom domain for agencies in the coming weeks.

3. The SMTP is still under review, we plan to do it, it's just not scheduled yet. Once scheduled we will update our road map here https://stunning.canny.io/

The goal is to make Stunning 100% white label, we are on the same page on this vision and we are working towards it.

I would like to kindly remind that Appsumo is a launch pad, where we collect feedbacks, fix issues, and build better products, and in return we share LTD with the community that helped us build such a great product. So, all comments and suggestions are welcome, there's no reason to be rude or bully the developers.

We understand that stunning isn't for everyone and that's totally okay.

I hope I answered your questions, please check out latest update here https://youtu.be/g6yGyKqjxcM?si=QUyQcbOswddScmrj

Also join our community slack here https://stunningcommunity.slack.com/join/shared_invite/zt-2gu5zic9h-_F3KyydDXPsuUUzwZICHFw#/shared-invite/email

Thank you,

Regards,
Mohamed.

Hello Mohamed,

Thank you for addressing my questions and concerns about the white label. However, I do agree with Leonce153 that failing to respond can lead many to question the reliability of the support and, consequently, the product itself.

Stunning appears to be a great product with a bright future, yet its potential disappears by the approach to customer interactions. Despite analyses on my side with tools like ChatGPT and feedback from your community indicating that FrancysLima is not doing anything wrong by asking this questions, yet you still persist with the idea that she did just because she asked in a less than pleasant manner for you or the developers. This sensitivity could significantly impact customer perception and loyalty because regarless of the tone all potencial customer's and costumers questions should be answered and again regardless of the tone.

One critical lesson from Dale Carnegie’s "How to Win Friends and Influence People" is the power of acknowledging mistakes. An apology, when appropriate, can turn a negative experience into a loyal customer relationship. It shows humility and commitment to customer satisfaction, which can greatly enhance trust and loyalty.

For constructive feedback, consider this: a quality support team should aim to address all customer questions, regardless of their tone, until the interaction becomes clearly inappropriate. One reason for Amazon's success is its intense focus on customer support—every concern is addressed, enhancing overall satisfaction regardless of the tone.

Noah Kagan, CEO of AppSumo, often highlights the importance of outstanding customer support in building trust and loyalty. Following these examples could greatly improve Stunning's customer relations and perceived value.

Thank you again for your time, I look forward to seeing how the support evolves.

Best regards,
Julio

Thank you for your feedback!

Happy to help,

Regards,
Mohamed.

Thank you to everyone who stepped up to support me and also helped Mohamed_Stunning realize his mistake. It’s clear now that all questions, even those that may seem inconvenient, deserve attention. This kind of support is what strengthens the AppSumo community and again thank you for the time you took to write your message to support me.

While Stunning has shown promise as a product, there's still significant room for improvement in customer relations. Companies like Wix set a high bar for customer service, and though Stunning is not there yet, I remain optimistic about future developments. As Julio mentioned, I look forward to seeing how the support evolves.

Mohamed_Stunning, moving forward, I hope in the future you can address our concerns in a more professional manner. As customers, our feedback is crucial, especially as you mentinon to be using AppSumo as a launch pad to refine your offerings and improve upon them. While you share LTD with the community and gather valuable feedback, please also prioritize enhancing your customer support. This will not only benefit your users but also contribute significantly to the growth and success of your product in our vibrant community.

I believe in second chances and understand that everyone makes mistakes. With this in mind, I’ve decided to opt for "Tier 6." Given the 60-day refund policy, I see no risk in giving Stunning a chance to enhance its customer support and maintain clarity in all product aspects, as transparency is key.

I also encourage others not to cancel and to give Stunning a chance. They are currently like a child learning from mistakes, and all this feedback is part of their growth process. If they continue to improve in this manner, I am confident that the future will be bright. However, it's crucial that all concerns, especially regarding white label issues, are addressed in your roadmap, as I've noticed some of those post there are also often ignored by the support team.

Hi FrancysLima,

I'm glad you found value in our product and decided to opt for Tier 6, we look forward to build great product to be part of your growth.

For the next 30 days, we will be focusing on fixing and improving our product to make it as much useful as possible, with that in mind, we are in no way competing with companies similar like Wix. Stunning USP isn't only website building, but AI Marketing that help agencies create social media content for their customers, AI Genie that helps agencies create blog posts for their customer, and CRM that helps customers capture leads, as well agencies to take action on those leads on behalf of the customers, thus we are focsuing on offering a suite for marketing agencies that includes many elements not just a website builder (which has basic customizations at the moment).

As for the white label, you are absolutely right, there are still missing the custom domain and SMTP and we have that planned in our road map. https://stunning.canny.io/

We have pushed workspaces, AI Assistant and more fixes yesterday, here's our update https://youtu.be/g6yGyKqjxcM

We look forward to building great product that will be used by millions of people, your feedback on the product helps us build good product! keep it coming,

Thank you everyone for the continues support and feedback!

If anything feel free to reach our by email mohamed@stunning.so or slack https://stunningcommunity.slack.com/join/shared_invite/zt-2gu5zic9h-_F3KyydDXPsuUUzwZICHFw#/shared-invite/email

Regards,
Mohamed.