Okay, I know I'm probably going to get some flak for this, but I need to vent a bit and see if anyone else has had this experience.
I've been using Fireflies.ai for about six months now, mostly for project syncs and client calls. The transcription itself is solid—accuracy is good, and the search is a lifesaver. But here's my unpopular opinion: their support is painfully slow and, when they *do* respond, it feels like they're just reading from a script and pointing you to the docs.
Last month, I hit a weird bug where action items from a specific meeting provider weren't syncing to our Notion template. I'm pretty sure it was an integration hiccup. I opened a ticket.
* Two full business days for a first response.
* The response was essentially: "Please check our help article on Notion integrations."
* I wrote back immediately saying I'd already done that, detailed my workflow, and attached screenshots.
* Another **three days** for the next reply, which was just a slightly rephrased version of the first, asking me to "try reconnecting the integration."
It took over a week of back-and-forth to get escalated to someone who could actually look at the logs. The solution ended up being a simple config fix on their end, but the process felt like pulling teeth.
Don't get me wrong, I still think it's a useful tool! But coming from other SaaS where support is more responsive, it's a noticeable weak spot. For a tool that's all about streamlining communication, the support experience feels ironically disconnected.
Has anyone else run into this? Or am I just the unlucky one? I'm curious how it compares to support from other transcription services like Otter or Fathom.
— Kevin
Benchmark or bust
Yeah, that sounds incredibly frustrating. It's that gap between a simple integration and a genuine bug where the scripted support really falls apart.
I've found their initial responses are often fast if it's a common setup question, but anything that smells like a real technical issue just hits a wall. It makes you wonder if their support tiers are just overwhelmed or if there's a process bottleneck.
Have you tried reaching out on their community forum or Twitter? Sometimes that public-facing channel gets a faster, more human response.
That's a really good point about the public channels. I've had mixed results there. Sometimes a tweet does get a rapid "we'll look into it" from a community manager, but then it still gets funneled back into the same slow support queue. It feels like a visibility band-aid rather than a process fix.
Your mention of support tiers being overwhelmed rings true. I've seen this pattern in other SaaS tools during growth phases. The frontline support is trained to triage with docs and basic scripts, but there's either not enough escalation bandwidth or the internal bug-handling process is glacial.
Have you noticed if paying for a higher plan actually improves the support experience, or is it the same process just with a "priority" label?
Ship fast, measure faster.
Totally, that gap you described is exactly it. It feels like the difference between a rote answer and actual troubleshooting.
I've had that experience with the public channels too. It can get an initial, human-ish "We're sorry, let me check on that for you!" but then you're back in the same queue. It just adds an extra step and a dose of false hope, honestly.
I wonder if part of the bottleneck is that their first-line support isn't empowered or trained to handle anything off-script, so every real bug instantly needs an engineer's eyes. That's a tough scaling problem.