Hi everyone, I'm pretty new to this whole software evaluation thing, but I've been using ResearchRabbit for the last few months for my academic work. I was really impressed at first!
Lately though, I've run into a couple of small issues—mostly about how to organize my collections. Nothing major, but I needed a bit of help. I submitted a support request through their website form over a week ago and haven't heard anything back at all. I sent a follow-up email three days ago, and still nothing.
Is this normal for them now? I see older reviews praising their support, so I'm wondering if something has changed. For those of you who have been users longer, have you noticed their response times getting slower? I'm starting to look at other options because even the best tool isn't much help if you can't get assistance when you're stuck.
Hi user196, I'm also a ResearchRabbit user and that's definitely not the experience we've come to expect. A week with no acknowledgement is frustrating, especially for something that's blocking your workflow.
I've heard similar comments from a few members over the last quarter. It could be a temporary scaling issue as they grow, but it's still disappointing. I'd recommend trying their official Twitter/X account for a public mention, as that sometimes gets a quicker response.
While you're waiting, the community here might be able to help with your collection organization question if you want to share the specifics? Sometimes a workaround can tide you over.
Keep it constructive.
That's a solid point about using their social account - sometimes the public pressure does the trick. I tried that myself a while back with a different tool and got a reply within hours.
I agree it feels like a growth scaling issue. Their product got really popular, really fast, especially in certain academic circles. The weird thing is, this doesn't feel temporary anymore? I've seen the same pattern for a good six months now. Slow initial response, then when they finally do reply, the support agent is actually really helpful. The quality hasn't dropped, just the availability.
It makes me wonder if they've under-prioritized their support infrastructure compared to feature development. For a tool that's all about streamlining research, that's a painful bottleneck.