Developer app: Switch to Production - no response??

  • 2
  • Problem
  • Updated 4 months ago
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I submitted a request to switch my app from Development mode (restricted to 25 tokens) to Production over a month ago, but I haven't heard from anyone at Automatic. I've followed up several times, as well.

Is this product maintained at all? I need to know if I should start recommending my customers use other products if I won't be able to expand beyond 25 tokens.

Has anyone heard from any developers lately?
Photo of Corey Psoinos

Corey Psoinos

  • 170 Points 100 badge 2x thumb

Posted 5 months ago

  • 2
Photo of Justin D

Justin D

  • 124 Points 100 badge 2x thumb
I've submitted scope change requests, several emails, etc. The only response I got was through Facebook messenger dismissingly telling me to email support. Webhooks don't work, can't get sockets to work except through the test links (which I'm getting), no responses and judging from the development forums they aren't having much luck getting a response either. 
Photo of Matt Farley

Matt Farley

  • 1,506 Points 1k badge 2x thumb
Similar to Justin.. I opened a ticket in November and still haven't received a response. Support is asleep at the wheel (or there's no pilot in the cockpit on this plane).

When you ask for help on these forums, you're told to email support. So you email support and nothing happens.
Photo of Justin Rodino

Justin Rodino

  • 820 Points 500 badge 2x thumb
I concur with Matt and Justin above. Further, Matt and I came across some anomalies in late December wherein the portal said one thing and the APIs were actually working in a completely different way. I submitted two tickets at the beginning of January, to both Dev Support ant Support (they seem to not talk to each other) and thus far both have gone on deaf ears...
Photo of Sean Pangia

Sean Pangia

  • 100 Points 100 badge 2x thumb
I've been waiting a month on a move to production. No response so far either.
Photo of Brian Whitfield

Brian Whitfield

  • 230 Points 100 badge 2x thumb
As I read over these feature requests, the consistent response, if one is given at all,  is that Automatic does have the resources available.  It has become clear that Automatic must only have a very few or perhaps only a single developer working on the software.   There apparently not been any recent improvements to the software in a long time.  Look at the communities board, many of the posts are years old.   This further confirms my suspicion.  I think I read somewhere where Automatic was acquired almost a year ago by SiriusXM.  I would have hoped they would then have the funding to increase the number of resources working on the product.  However, it appears there has been little movement.  This doesn't bode well for the future of this product.  I fear that they will enter a downward spiral before long.
Photo of Derrick S.

Derrick S., Official Rep

  • 7,684 Points 5k badge 2x thumb
Hi Brian,

Please read our Community Guidelines if you wish to continue posting: https://console.getsatisfaction.com/automatic/conversations/community_guidelines-r6z9x
Photo of Tom Bruinsma

Tom Bruinsma

  • 134 Points 100 badge 2x thumb
That was a very constructive criticism that has been mirrored by a number of people. If that violates the guidelines; then the guidelines are written to silence criticism and the effectiveness of the community forum is null and void. :( He like many others are simply asking for transparency.  Following the acquisition the level of service has been significantly impacted and many long time users like myself are seeing it.
Photo of Derrick S.

Derrick S., Official Rep

  • 7,684 Points 5k badge 2x thumb
Hi Tom,

We absolutely appreciate feedback, and the reason I referred to our Community Guidelines is because the user posted the same exact thing over and over again on multiple topics, which isn't allowed. 
Photo of Matt Farley

Matt Farley

  • 1,506 Points 1k badge 2x thumb
I agree with Tom.

Derrick -- While Brian's approach was a bit "spammy", it's hard to fault him for trying a shotgun approach to get some kind of support. We all feel like we're in the dark here. If it's against "Community Guidelines" to plea for help then can we update the guidelines to clearly state: "Do not expect any sort of technical assistance on these forums. You're on your own. (or you can email developer@automatic.com, but don't expect a response)"
Photo of estmatic

estmatic

  • 1,020 Points 1k badge 2x thumb
It definitely was "spammy", but for what it's worth the community guidelines don't actually say anything about posting on multiple threads.

It would be nice to get any sort of actual update about the status of Automatic as a company and the adapters. The company has always been quiet (unnecessarily in my opinion, but it is their choice) but at least we would get some basic updates and support on the forums. That hasn't been the case for a while now. The most we get is "there's no eta" or "thanks for the feedback". I don't really mean that as a criticism of the support staff themselves. Obviously you are limited in what you can share and are maybe short-staffed, the point is we have no idea.

The last time the company went this quiet for this long we ended up with the Pro adapter. It has some nice features, but it seemingly lost more than it gained and "classic" users were left behind. There was no official announcement but the Lite has apparently been discontinued, according to a tweet, so who knows what's going on now.

The lack of communication is frustrating and I'm not a power user or really even have need of the data. The adapter has always been a fun tech "toy" for me. The mileage tracking is helpful for tax purposes, but barely.
Photo of Corey Psoinos

Corey Psoinos

  • 170 Points 100 badge 2x thumb
I finally got a response to my request to switch my app to production. It was denied, citing non-existing clauses in the Terms of Use, and claiming that Automatic is not intended as a Fleet Management device. That last part I agree with - it is certainly not suited to fleet management - but nowhere in their terms of use does it say anything about not allowing apps to display data to users in a different way. It’s not as if I’m trying to resell data aggregated from Automatic. Why even have an API if not for using the data users explicitly grant permission to the app to use?

This conversation is no longer open for comments or replies.