Richard H.
When the platform works it's solid
When the platform works it's solid. If you produce a podcast with guests in different geographies, if you want solid quality audio and video direct from their machines rather than cloud recordings, if you don't have a machine that can handle audio and video editing, then this can work for you. However, if you think paying for a business level membership (£300+ annual) should warrant a good level of customer support then you should steer clear. The 'ask for help' live-chat is AI first (a lot of companies are now) but it can only repeat the same basic lines in the standard guide which you will have already read. Then, you may be offered the chance to 'talk to a human' - in this case you will have to wait up to 12 hours (my shortest wait has been 4 hours for initial contact) to talk to someone I am confident is either also an AI or is working Customer Support for so many other companies that they can't possibly have a handle on their own platform. Everything on the platform is so AI based that you can't get a simple solution to an issue. You also can never speak with any tech support even though you are assured there are 'engineers working on your case' and 'your ticket is a priority for us'. Often your support 'agent' will repeat what they have said or ignore what you have listed as the issue. That, coupled with the hours long waits, is incredibly problematic when there is the chance that hours of your own work (which may be to a deadline) is lost. To their credit, they did save a recording after their own platform malfunctioned. In this case, they gave me access to a cloud recording that they had. What I don't understand here is why I don't have access to those cloud recordings anyway? I had to wait over 12 hours to be given access to a cloud recording which they already had. In any case, when the platform works, it does exactly what is advertises. It is only when things go wrong (which is upsettingly frequent) that issues arise.
Response from async.comFeb 23, 2026
Hi Richard, Thank you for taking the time to leave such a detailed review. We genuinely appreciate the balanced feedback. I want to address one important point directly: our support team is made up of real people. While we do use an AI assistant to help with initial guidance (as many platforms now do), every escalated conversation is handled by human support agents. We’re sorry if your experience made it feel otherwise - that’s certainly not the impression we want to leave. You’re absolutely right that response time matters, especially when you’re working against deadlines. Waiting several hours when something has gone wrong is stressful, and we understand how that compounds the frustration. We’re actively reviewing response speed and escalation workflows to improve turnaround times, particularly for Business users. Regarding cloud recordings, we appreciate you raising that question. In certain recovery scenarios, our team may need to manually provide access depending on how the session was stored or processed. We’ll share it with the product team for consideration. We’re truly sorry this has been your experience with our support. It’s clear we fell short of the standard you expected, and that’s on us. We’re taking this feedback seriously and will continue working on improving both our response times and overall support quality. -The Async Team