Matterport in Sunnyvale

Review №1

2023-08-25 19:40:15

I am a Pro2 user, after 23 months there was a glitch in rotating the camera while taking pictures. Matterport accepted the camera under warranty and after 2 weeks I can do orders again. If in the past something was wrong with their service, now it is at the highest level, I recommend it.

Review №2

2019-05-29 21:17:14

First, Matterports software and camera are absolutely fantastic and so is their technology. Nothing else comes close. With that said, their business strategy to continuously screw their service partners is really troubling. And the recent price structure change is a complete disaster. Its pretty much designed to guarantee that their service providers fail and dont turn any profit.

Review №3

2019-09-03 15:15:32

The technology is great its ahead of its competitors, however the customer service is basically non existent. There is so much potential in this company however, the way they treat their service partners is not acceptable. Their premise was to build a network of professionals to use their platform as a service. It was a great selling point, however when it comes to reality they are not taking care of their service partners at all. Technical support takes days and sometimes weeks to answer. They artificially limit amount of tech support tickets their customer service department can answer. For saas business it is not acceptable. Us as Matterport service partners build our business on selling our customers Matterport platform. When we get no support and complete disregard of our requests makes us look bad in front of the customers. They have a horrible habit of contacting our customers and offering them the equipment directly without really explaining whats involved. The customer thinks they will get a better deal and stop using our services as service providers. Ultimately it hurts both the customer, us the service partners and Matterport. It feels as they dont care about the the network of partners they have and want to have nothing to do with them. It is a bad businesses practice.There are also software upgrades without any notification to the service partners.Their accounting is constantly making billing mistakes.It feels as if no one is really overseeing the operations and every department does whatever the hell they want. Its not the way to run a business, especially if it has service partners dependent on it. Bad practice.

Review №4

2018-02-26 22:14:37

It’s a real shame what Bill Brown has done at the helm of this company with such potential. I LOVE the Matterport software and the 3D Virtual Tours I can produce with it. I have invested nearly ten thousand dollars in the Matterport Camera and necessary equipment and have dozens of regular Clients now that TRUST me to do a great job and preserve the PRIVACY of THEIR clients as well. The way their new “Ecosystem” has been rolled out is appallingly lax in respect to their existing Matterport Service Providers, their Clients, and the Homeowners. If you’re considering taking the plunge, investing thousands in the system, and putting your reputation behind a 3D Virtual Tour Product you can trust then I suggest you look elsewhere. *I’ve left the same review on Facebook and it’s recently been BLOCKED by Matterport or somehow REMOVED.*

Review №5

2018-02-27 03:39:06

Matterport created a new standard in how panoramic tours are created and displayed. After discovering their technology, I became and early adopter and my clients have been thrilled with the immersive nature of the tours that emotionally connect with their users. The company itself is full of brilliant tech pioneers that are rapidly building an ecosystem of 3D experiences unlike any that have been seen before. Amazing stuff!

Review №6

2019-09-04 05:28:15

Matterport, an 8 year old hi tech company, still conducts business as if it was a startup. Their camera system is closed, using proprietary software, hardware, and overpriced proprietary tablets for the application interface. There doesnt appear to be any motivation to modernize application software and architecture which is more reflective of 90s system design rather as opposed to state of the art software youd expect to find on your watch or cell phone today.Matterport capture software often crashes without any indication of the cause. Sending crash data to Matterport for their analysis isnt an option. Consequently, the same errors occur across their client base. Does the root cause of crashes get resolved? Absolutely not! How can problems get resolved without supporting data to review? Typical crash resolution is: shutdown the camera and tablet, reboot them, and hope the transient bug clears.There is also a set of errors, none of which are documented, which appear on the small 90s styled lcd located on the back of the camera. If youre lucky, you get undocumented numeric error messages, Other times you get cryptic error message suggesting that a serious camera hardware error has occurred. The resolution? A dot matrix message on the camera lcd states that you should email customer support for help. The aforementioned error messages typically occur on client sites while trying to complete a scanning job. Matterport feels that an appropriate course of action is to email support? Really?Matterport requires their models to be hosted on their platforms, thus removing any chance of competitive pricing and also making their client base subject to pricing changes that they cannot combat.Terns of service are changed without prior notification. Often times the 1st notice of change appears on customer invoices, that is, if the customer invoice is accessible A recent release of their invoicing system wouldnt allow invoices to be viewed by customers until days after month end..Product documentation is outmoded, missing entirely or inadequate.Some of the best software support engineers Ive worked with over my 45 year IT career work at Matterport. Unfortunately, the support engineers are understaffed, and requests for help can take days to be addressed, if the request is ever addressed. Matterport support engineers are a dedicated group of people that want to help, and consistently do more than I would ever expect. The current organisational structure gives a false message of a support staff that is not responsive. That is truly tragic.Business software and their propriety software that require camera operators to be 100% reliant on, is consistently released with bugs having every appearance of lacking adequate q.a. testing.All of that pales by comparison to this ongoing incident: My subscription was supposed to be renewed on 9/1. Being proactive, I chatted with Matterport on 8/28 to ensure the following:1) my account subscription would be renewed automatically2) my legacy account would be honored3) legacy pricing would be honored.Chat transcripts recorded by Matterport were emailed to me suggesting I was all set for an automatic renewal with terms and pricing that I expected. On 9/1, again being proactive, I decided to make sure my subscription renewal occurred without incident. My investigation found that my account had been deactivated, not renewed, and all of my models linked to active MLS listings were deactivated. My option? Apply for a new account, supply billing info again, and buy a new subscription. Support was contacted, but the account issue was not able to be resolved remotely or the personnel required to make script or application changes was not available As of 9/3 a solution has not been implemented.If Matterport offered to buy my camera back at purchase price, Id over night the camera to Matterport today. Confidence has been totally broken. Needless to say, and with reason, i am livid.

Review №7

2022-09-21 14:04:15

Yes I must agree. The Custumer Service screw everything up. We send our Camera for Exchange, the therms say the send you imidetly the new one when recived, but they forgott :-(Even worse we did´t recived the Camera after 4 Weeks back, because they wan´t a EORI Number. Why to hell they need for a reapair/exchange a EORI Number? Neverless we still don´t have our Camera back, but they chareged the fee! So keep clear of the custumer Service at this company. RMA-10576/M0245RBS OOW 9/15/2022 [00405667]

Review №8

2018-03-04 12:37:25

In the past 6 months this company has really put the screws down on our Matterport section of our photography company. Charging for OBJ files, releasing a cheaper camera, basically devaluing our camera, calling and emailing our real estate clients urging them to buy cameras and take business away from us and then trying to change the terms of service to profit on my companies hard work. The response from Matterport and especially it’s CEO on Facebook was less than acceptable.At this point, as soon as a better alternative comes around I will be switching my company’s 3D photography needs to another platform as the decisions and responses from Matterport along with their business plan are unacceptable and can’t be trusted .

Review №9

2019-09-03 15:08:55

This is by far the best 3D Virtual Hardware/Software package available out there. The quality, features and ease of use (give the camera to a monkey and it will produce decent Virtual Tour - not kidding) are constantly being updated, features added to get excellent results. This is money making opportunity for Photographers, architecture, commercial appraisers, insurance and builders community.

Review №10

2019-09-02 14:22:39

Upper and middle management is inept. Matterport constantly competes against you. In the past they’ve made private pricing/plan agreements with other Matterport owners (your competition) giving them an unfair advantage thus making it impossible to compete unless you like working at a loss. They release software updates without proper beta testing. They advertise the MSP program stating they’ll provide you leads but they use that same system to sell their cameras to those leads.Worst run company I’ve ever dealt with and I’ve heard first hand accounts of Matterport’s hostile work environment. Add to that several lawsuits being/have been filed by Matterport camera owners across the country against Matterport and I think you can paint a pretty good picture of what this company is like.