PayRange

User Experience Report

Week of April 1st, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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All Insights

TOP INSIGHTS

A weekly roundup of PayRange's key feedback

Refund Issues

A significant number of users (approximately 30%) report difficulties in obtaining refunds for unused balances or failed transactions. Many users feel that the refund process is cumbersome and often unresponsive, leading to frustration and financial loss.

I requested a refund for unused funds, but they refused and kept my money.

Connectivity Problems

Around 25% of users experience connectivity issues with machines, which often results in failed transactions and additional charges. These problems are exacerbated by poor app performance and unreliable Bluetooth connections.

The app frequently says I'm out of range even when I'm standing next to the machine.

Hidden Fees

Approximately 20% of users are frustrated by unexpected fees and charges that are not clearly disclosed upfront. This lack of transparency leads to dissatisfaction and a sense of being misled.

Tons of hidden fees they do not disclose until you get the bill.

Customer Service Complaints

About 25% of users report poor customer service experiences, including unhelpful responses and long wait times for issue resolution. This lack of support exacerbates other issues users face with the app.

Customer service is garbage and can't get issued refunds easily.

Nuggets

Major Highlights of the Week

Hidden Fees

Users are unexpectedly charged hidden fees that are not disclosed upfront, leading to dissatisfaction when they receive their bills months later. This lack of transparency in fee structure damages trust and user satisfaction.

I was shocked to find hidden fees on my bill six months later, which were never disclosed upfront.

Refund Limitations

The app imposes a limit on the number of refunds users can receive within a certain period, leaving users without recourse when machines frequently malfunction. This policy frustrates users who experience repeated issues and cannot get their money back.

I was denied a refund because I've already reached the limit for the month, despite the machine malfunctioning again.

Connectivity Issues

Frequent connectivity problems prevent users from successfully interacting with machines, leading to failed transactions and user frustration. These issues undermine the app's core functionality of enabling seamless payments.

The app often says no machines are in range, even when I'm standing right next to one.

Unusable Balance

Users are forced to load a minimum balance that often goes unused due to limited machine availability, resulting in funds being trapped in the app. This practice leads to user dissatisfaction and perceptions of unfairness.

I had to load $25, but I've never found another machine to use the balance, and I can't get my money back.

Customer Service Failures

Users report significant difficulties in reaching customer service and obtaining timely responses, especially regarding refunds. This lack of support exacerbates user frustration and diminishes trust in the service.

I've sent multiple emails about a refund with no response, and it's been weeks.

Unauthorized Charges

Some users experience unauthorized charges or recurring deductions from their accounts, leading to severe trust issues and financial concerns. These incidents are perceived as fraudulent and damage the app's reputation.

Money keeps disappearing from my account without explanation, and I can't get a hold of anyone to fix it.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Hidden Fees

Refund Limitations

Connectivity Issues

Unusable Balance

Customer Service Failures

Unauthorized Charges

Quotes of the week

Hear from some of the most impactful users to drive changes

The app's connectivity is weak, and the timeframes it reports are inaccurate, leading to double payments for a single load. I wish my apartment complex would switch back to using quarters.

BK211112

Week of April 1st, 2025

I had funds in my account and requested a refund since I'm no longer using their services, but they refused and kept my money. That is dishonest; it's theft.

LuisfLP

Week of April 1st, 2025

The app makes washing clothes convenient, but the user interface needs to be tidied up to look more modern and less outdated.

kingmaestro7890

Week of April 1st, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

The app's connectivity is weak, and the timeframes it reports are inaccurate, leading to double payments for a single load. I wish my apartment complex would switch back to using quarters.

Candice Wu

App Store

I had funds in my account and requested a refund since I'm no longer using their services, but they refused and kept my money. That is dishonest; it's theft.

Kelly Williams

Google Play

The app makes washing clothes convenient, but the user interface needs to be tidied up to look more modern and less outdated.

Koray Okumus

Google Play

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User Experience Report

PayRange

Top Insights This Week

Refund Issues

Connectivity Problems

Hidden Fees

Customer Service Complaints

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Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts