Asking for Feedback but not interested in giving feedback?

General questions
1

Dear Matomo Team / Innocraft Team

You have a great product and we are using it now since a year and since quite some time also trying to use enhanced features.
Matomo made huge progress compared to 5 years ago, nice functions, great data privacy.

Since we want to use it more intensively we test also paid plugins such as funnels ab testing and custom reports.

However, the recent experience with ab testing was quite unpleasant. We wanted to integrate the phplibrary and found out after 1.5 days of implementation that it is not possible to read experiment settings in php from matomo and that it must be entered there (in the php cms) again. Or, at least we did not find out how to retrieve this information. The documentation is really poor of the ab testing plugin php library and I dont understand why you dont spend just a little time to improve it and just write how it works, in the end it is a paid plugin. Because what happens: We start buying, or considering buying plugins, but due to the documentaiton and no response from you, it gives an overall less good experience of matomo and therefore also the brand matomo.

You send mails such as “Can I help you with anything?”. However, you never answered our mails about the case above. We sent 3 mails in last 5 days. We also asked whether we could have a paid consultation. I can only assume that you are offended because we dared to say that the documentary is bad?

I think it would be better not to send mails such as “Can I help you with anything”, when you dont want to help. Then expectations are set correct.

Furthermore, could you advise how we should proceed? We dont have the budget to buy a support plan for USD 1800 just to understand the features of a php library. Why dont you offer consultation by the hour?
On the other hand we also dont have the time to spend days to find out in code how it works, because for a paid plugin the expection is, that there is more or less a clear documentation. Not having a clear documentation means it is cheaper to buy another product in the market.

thanks for your feedback
Best
regardtrack

2

Many independent folks know Matomo and offer consultation by the hour. If you state your time zone and language preferences in an email to us at hello@matomo.org we will send a current listing of the best folks for consultation by the hour.

We are a relatively small team and focused on building the code, hence our in-house one size fits all, email based support.

3

@MisterGenest great, thanks, I send you a mail.
Did you never consider to have list of experts on the website? To be honest, finding Matomo experts e.g. on platform such as upwork turned out to be more than difficult.

4

LinkedIn has the greatest density of Matomo experts.
Of course that is different than Upwork.

Thanks, I am reading the email now. I see my teammate replied with a half dozen names.