Good product, disappointing support experience
I’ve used GitKraken as a paid tool and had a generally positive experience with the product itself.
However, my recent experience with their customer support was disappointing.
My subscription auto-renewed at a time when I was undergoing cancer treatment, and I reached out shortly after to request a refund as I won’t be able to use the product during this period. Despite explaining the situation, the response was a blanket refusal citing policy, with no attempt to consider the circumstances or offer a goodwill exception.
I understand companies have policies, but there’s also an opportunity to apply discretion in genuinely exceptional situations. Unfortunately, that didn’t happen here.
The product is solid, but this experience has changed my perception of the company behind it.
