What happens when the tool doesn’t work and customer support is removed without practical notice? We’re left to figure it out ourselves — and that seems to be exactly what Pipefy expects.
Case summary:
The advanced options feature inside the configuration of a specific phase within a Pipe simply opened a blank screen. Pipefy’s support replied by email with “clear your cache” and “go to the community,” even after I sent clear screenshots showing the error.
After investigating on my own, I discovered the issue was actually a BUG in Pipefy’s interface: a pending user (someone who hadn’t accepted the invitation yet) was blocking the feature and causing the screen to break. There was no warning. Zero error handling.
To make things worse: they removed the live chat support that was previously offered, pushing everything to the community (I found this out while trying to resolve the issue via email). But the price remains the same. Oh, and if you don’t accept the new Terms & Conditions with reduced support? Your only option is to cancel.
I tried to contact team members by email — several addresses bounced back as non-existent, even ones I had communicated with before. That’s right. Not even a redirect in place.
After all this, I still got the response that I should just “suggest an improvement in the forum.” Since when is fixing a BUG considered an “improvement suggestion”?
“Less hiding behind Terms & Conditions, more real problem-solving, Pipefy.”
Customers are not beta testers.
