I have been a loyal customer since late 2017, but the past year has been extremely disappointing. Since November 16, 2025, I have faced the same recurring issue with model uploads, which support continuously refers to as a “bug.” This problem is not isolated; it affects new models repeatedly. The process follows a frustrating pattern: I upload a model, the issue occurs, I wait 24–48 hours for a response, and receive a generic troubleshooting page. After following the steps, support responds with, “This model was also affected by the bug, and it has now been fixed.” However, the issue is never permanently resolved. Each new upload requires me to contact support again and wait another 24–48 hours. This is an ongoing operational failure. What concerns me most is the disconnect between customer feedback and action. Despite a high volume of negative reviews, the response remains a scripted apology: “We’re sorry to hear you’re experiencing this issue.” Apologies without resolution are meaningless. As a professional, reliability, speed, and system stability are critical. A “model-by-model fix” is not a solution. I am not seeking sympathy — I am asking for a permanent fix, accountability, and faster support response times. Until these issues are addressed, I cannot recommend the company to professionals who depend on consistent performance.
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Matterport is the leading spatial data company focused on digitizing and indexing the built world. Our all-in-one 3D data platform enables anyone to turn a space into an accurate and immersive digital twin which can be used to design, build, operate, promote, and understand any space. Contact us to learn more: 1-888-993-8990.
