Lots of bugs during first days using thumbtack.com

Dziyana

My first impression of the resource is absolutely terrible!!!!

I just registered and ended up getting my first lead, but I can't see the client's phone number on the website, likely due to site issues. They sent me a message, but they didn’t respond to mine, leaving me with no way to contact the client. Meanwhile, I was charged for this interaction. The support chat doesn’t work; clicking the "Start Chat" link does nothing.

A few days later, I reached out to another client myself, and they responded saying they no longer needed the service. Yet again, I was charged. Are you serious? Charging me just because the client politely responded that they no longer need the service is outrageous!

Your platform is riddled with bugs and glitches. For instance, every time I try to filter clients, the filter resets. I created message templates, but I can’t use them to send messages to clients. How did you even test this website?

The same applies to your Android app. I tried opening the support chat there, and it says, "Check your internet connection." Are you kidding me? My internet connection is fine—I’m using the app online!

It’s unthinkable to charge users when the client hasn’t even responded, confirmed that the job is still relevant, or specified what they need to be done.

At the attached picture the link that can show me the phone number wasn't work when I tried to contact to client

DustiO

@Dziyana so sorry to hear that you are having a frustrating experience! A couple of things I wanted to ask first:

• Have you checked to see that you have cleared cache and cookies, your operating system is up to date, and that you have the latest version of the Thumbtack app?
• Have you checked all of your job and availability preferences to be sure those are in line with the types of jobs you want to do?

I ask about preferences, because you will be charged the moment the customer reaches out to you, not when the job is confirmed. So be sure that you have your preferences really dialed in (for each service) as that is how you are connected with a customer - they put in their job requirements and then they see a list of pros who can do those jobs. From there, the customer reaches out directly to pros they are interested in working with. Sometimes folks will reach out to more than one pro, and leads don't always = a guaranteed job.

Many Top Pros recommend messaging customers immediately, as well as texting and calling to be sure you can have contact with them (you just need to click to see their number, as indicated there in your screen shot). Best practice is to contact the customer at least within the first hour, but sooner if possible. You can see your response time in your performance dashboard (it looks like it has taken an average of about 24 hours for you to respond to customers, so that may be a factor, as they may have moved on to find another pro in that time).

I would also make sure that you have your Max Lead Prices set to levels that work for you and your business.

As far as the other "buggy" things, I would be sure to reach out to support if you have cleared cache and cookies, have the most up to date operating system and app version, and those bugs are still occurring. I haven't heard of any bugs like this here in the Community, but will keep my eyes out for it!

Dziyana

Hi @DustiO,

I use Ubuntu OS, the latest version and the latest firefox browser. I also use android 15.

Dziyana

It is not a problem with my PC or Phone.

Dziyana

But I'm really really pissed at the platform not just because of bugs on the site or app.
How could you make a platform in which a client is not forbidden to send requests to 10 performers and each performer will be charged for it?
A couple minutes ago I received a lead, I responded, I called, they don't answer me and nobody picks up the phone, but the platform charge me 30 dollars!!!!
This is unacceptable! The very principle of work is terrible! For example, the client needs to assemble a chair, let's say the work costs 40 dollars, the platform takes 15 dollars for the lead. The client goes to the platform and sends 10 people a message in the end the platform receives from the performers of 150 dollars, and the order for 40 dollars the client can cancel.... What nonsense! How can this be allowed in the 21st century?

DustiO

@Dziyana customers are limited on the number of pros they can contact within the first 4 hours - but some customers will get several bids (it's up to them if they want to get several bids for a specific job). I would recommend adjusting your Max Lead Prices to a level that makes sense for you and your business. It looks like you have a lot of room for adjustment, especially on the furniture assembly leads. You can always play around with lowering those lead prices and see how it performs. Hope this helps!