WeTransfer: Transfer Files

User Experience Report

Week of April 7th, 2025

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

Highlights trends and insights

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All Insights

TOP INSIGHTS

A weekly roundup of WeTransfer: Transfer Files's key feedback

Subscription Issues

Some users experience unexpected charges during the free trial period, leading to dissatisfaction and distrust. Approximately 5% of users report issues with subscription management and billing. This can deter potential customers from using the app.

I was charged during the free trial period despite canceling the subscription, and my refund request was denied.

Technical Glitches

Users report frequent app crashes and errors, particularly when sending files, which disrupts their workflow. Around 10% of users mention technical issues that hinder their ability to use the app effectively.

The app keeps shutting down and won't let me complete the transfer, which is frustrating.

Compression Concerns

Some users are unhappy with the automatic compression of files, which affects the quality of photos and videos. Approximately 3% of users express concerns about file quality degradation during transfers.

Sending photos and videos results in quality loss, even when selecting the 'current' format.

Customer Support Lacking

Users find the customer support inadequate, especially when facing technical issues or needing assistance. About 4% of users express dissatisfaction with the level of support provided.

Having technical issues and the app customer service is deplorable, offering no help.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Google Drive

Google Drive is praised for its generous free storage, robust security, and easy collaboration features, making it an essential tool for both personal and professional use. However, some users report issues with file uploads and app updates, leading to frustration.

#2 RUNNER UP

WeTransfer: Transfer Files

WeTransfer is appreciated for its intuitive design and ease of use, making it a favorite for transferring large files quickly. However, users have reported issues with app crashes, file quality degradation, and dissatisfaction with recent pricing changes.

#3 Straggler

Dropbox

Dropbox is valued for its file storage and sharing capabilities, with many users integrating it into their work processes. Nonetheless, there are complaints about limited free storage, high subscription costs, and technical issues with app functionality.

Nuggets

Major Highlights of the Week

Subscription Issues

Users experience unexpected charges during the free trial period, leading to dissatisfaction and refund denials. This undermines trust in the subscription model and may deter potential customers.

I canceled my subscription during the free trial but was still charged, and my refund request was denied.

App Stability

Frequent crashes and app shutdowns disrupt file transfers, causing frustration and inefficiency. This instability affects user confidence in the app's reliability.

The app keeps shutting down during transfers, making it impossible to complete them.

Customer Support

Users report inadequate customer support, leaving technical issues unresolved and leading to dissatisfaction. This lack of assistance can drive users away from the platform.

Technical issues persist, and customer service is unhelpful.

File Compression

The app automatically compresses files, reducing quality despite user preferences for original formats. This affects user satisfaction, especially for those needing high-quality transfers.

Photos and videos are compressed even when 'current' format is selected.

Pricing Concerns

Users are frustrated with perceived price increases and limitations on free services, feeling pressured to upgrade to premium plans. This perception of greed can damage brand loyalty.

The app's update reduced free service features, pushing users towards premium plans.

Transfer Speed

Slow transfer speeds, even on high-speed connections, hinder user experience and efficiency. This issue can lead to dissatisfaction, especially for users with large files.

It took over two hours to transfer a 13GB file on high-speed WiFi.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Subscription Issues

Users experience unexpected charges during the free trial period, leading to dissatisfaction and refund denials. This undermines trust in the subscription model and may deter potential customers.

App Stability

Frequent crashes and app shutdowns disrupt file transfers, causing frustration and inefficiency. This instability affects user confidence in the app's reliability.

Customer Support

Users report inadequate customer support, leaving technical issues unresolved and leading to dissatisfaction. This lack of assistance can drive users away from the platform.

File Compression

The app automatically compresses files, reducing quality despite user preferences for original formats. This affects user satisfaction, especially for those needing high-quality transfers.

Pricing Concerns

Users are frustrated with perceived price increases and limitations on free services, feeling pressured to upgrade to premium plans. This perception of greed can damage brand loyalty.

Transfer Speed

Slow transfer speeds, even on high-speed connections, hinder user experience and efficiency. This issue can lead to dissatisfaction, especially for users with large files.

Quotes of the week

Hear from some of the most impactful users to drive changes

I purchased the ultimate and it worked fine and then it stopped working and I’m losing money for my business because I can’t send videos. It says that my sent transfer is full but it’s empty. Not sure what is going on. Can someone help?

kitfam

Week of April 7th, 2025

This app worked fine for a while but stopped sending files about a week ago, and even when I delete the app and tried to reinstall it gives me an error message before I even try to use it. Will be unsubscribing.

jeffmoore2

Week of April 7th, 2025

Their new greedy update has made it impossible to consistently use the app without purchasing the premium app plan. They sneakily removed file sending time to 3 days instead of seven so you are forced to reupload links much sooner if you want to send them. And then they significantly reduced the amount of links you can send based on MG/GB as to force you to buy premium.

Tirayjones

Week of April 7th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes

Candice Wu

App Store

Kelly Williams

Google Play

Koray Okumus

Google Play

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User Experience Report

WeTransfer: Transfer Files

Top Insights This Week

Subscription Issues

Technical Glitches

Compression Concerns

Customer Support Lacking

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

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