Customer Reviews (500)

Texas Gramma • 2025-03-28T13:32:10-07:00

This app is allowing me to restore artwork and photos from 50+ years ago. Amazing.

AmrcnGirly • 2025-03-28T09:43:57-07:00

I was doing exactly like the ad showed (taking a photo of a picture, cropping it, etc.) I have a baby shower to get/scan for digital display of my daughter and her husband and this popped up and I thought OMG, do it! I love it👏👏👏 Scans came out very clear and I was able to do 6 or more photos at a time.

TinaLou777 • 2025-03-27T14:48:32-07:00

I paid for a year’s subscription and it’s trying to make me pay saying my account is locked and I can’t access my pictures!!!!! I have contacted them several!!! times on different platforms and still cannot get anyone to help or answer me other than a generic email telling me to log into my account and contact them!!! I Want my money refunded!!!!!!!! Trash app and worst customer service!!!!!!

Summary of Key Insights

The Photomyne app generally receives positive reviews for its ability to digitize old photos quickly and easily, with users praising its cropping, enhancement, and colorization features. However, significant concerns exist regarding its pricing model, misleading "free trial" offers, and customer service responsiveness. Many users feel deceived by the app's initial promise of a free trial, only to be charged immediately or encounter difficulties canceling subscriptions and receiving refunds. The quality of scans is generally considered good, but some users report issues with glare, cropping inaccuracies, and limitations in editing features. Overall sentiment is mixed, with strong positive experiences offset by negative experiences related to billing and customer support.

  • Strengths: Ease of use, multi-photo scanning, photo enhancement features (sharpening, colorization), time-saving.
  • Weaknesses: Misleading pricing/free trial claims, poor customer service, issues with subscription cancellations/refunds, limitations in editing features, glare issues, syncing problems with Google Photos.
  • Overall Sentiment: Mixed, leaning positive. A significant portion of negative reviews focus on billing issues rather than the app's core functionality.
  • Quantitative Metrics:
    • Overall Rating (based on score distribution): Approximately 4.2 stars (weighted average).
    • 5-Star Reviews: 63.4%
    • 4-Star Reviews: 4.8%
    • 3-Star Reviews: 5.8%
    • 2-Star Reviews: 4%
    • 1-Star Reviews: 22%

Data & Methodology Overview

  • Data Sample Size: 500 reviews from the Apple App Store.
  • Time Frame of Reviews: Not explicitly stated, but based on the review content, the reviews span several years, up to the current date.
  • Analysis Methods:
    • Sentiment Analysis: Categorization of reviews as positive, negative, or neutral based on language used.
    • Keyword Extraction: Identification of frequently mentioned keywords and phrases related to features, issues, and user experiences.
    • Topic Modeling: Grouping reviews based on common themes (e.g., pricing, ease of use, photo quality).
    • Quantitative Analysis: Calculation of star rating distribution and weighted average rating.

Key User Pain Points

  • Misleading "Free Trial" and Unexpected Charges: Numerous users report being charged immediately upon signing up for a "free trial" or having difficulty canceling subscriptions before being charged. This is the most frequently cited complaint.
    • Impact: Erodes trust, leads to negative reviews and refund requests, damages the app's reputation.
  • Poor Customer Service: Many users express frustration with unresponsive or unhelpful customer service when dealing with billing issues or technical problems.
    • Impact: Exacerbates negative experiences, increases churn, and reinforces perceptions of a "scam."
  • Difficulty Canceling Subscriptions and Obtaining Refunds: Users struggle to cancel subscriptions within the trial period and are often denied refunds, even when they claim to have canceled on time.
    • Impact: Creates financial frustration, leads to negative reviews, and fuels distrust in the app's business practices.
  • Limited Functionality in Free Version: Users find the free version too restrictive, with essential features (e.g., saving, sharing) locked behind a paywall. The presence of watermarks further limits the usefulness of the free version.
    • Impact: Creates a negative first impression, discourages users from upgrading, and leads to abandonment of the app.
  • Glare and Reflection Issues: Users struggle to scan photos without glare or reflections, particularly with glossy prints.
    • Impact: Reduces scan quality, requires additional editing, and diminishes the overall user experience.
  • Syncing Problems with Google Photos: Some users report issues syncing photos with Google Photos, including incomplete transfers or incorrect date information.
    • Impact: Creates frustration and extra work for users who rely on Google Photos for photo management.
  • Cropping Inaccuracies: The auto-cropping feature sometimes misidentifies photo boundaries, resulting in cropped images or merged photos.
    • Impact: Requires manual correction, increases scanning time, and reduces the app's efficiency.
  • Limited Editing Features: Users desire more advanced editing tools, such as glare reduction, red-eye removal, and the ability to adjust specific areas of an image.
    • Impact: Limits the app's versatility and necessitates the use of other photo editing software.
  • Ads even with paid membership: Some users who paid for an ad-free experience still report seeing ads.
    • Impact: Erodes trust, creates financial frustration, and leads to negative reviews.

Frequently Requested Features

  • Glare Reduction Algorithm: A feature to automatically reduce or eliminate glare and reflections during scanning.
  • Red-Eye Removal: A tool to remove red-eye from scanned photos.
  • More Granular Editing Controls: More precise control over brightness, contrast, color balance, and sharpness.
  • Improved Google Photos Integration: Reliable syncing with Google Photos, including accurate date and location information.
  • Manual Cropping Options: More flexible cropping tools with aspect ratio control and the ability to focus on specific areas of an image.
  • Batch Editing: The ability to apply edits to multiple photos at once.
  • Family Tree Enhancements: Ability to add step-parents or other non-traditional family members to the family tree feature.
  • Option to Remove Watermark without Subscription: Offer a one-time purchase option to remove the watermark, even without a subscription.
  • Ability to Rearrange Photos in Albums: A feature to easily reorder photos within an album.
  • Ability to Select Faces to Enhance: A feature to select which faces to sharpen or colorize when multiple faces are present in a photo.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app intuitive and easy to use, even for those with limited technical skills.
  • Time-Saving: The ability to scan multiple photos at once and automatically crop them is a major time-saver.
  • Photo Enhancement Features: Users appreciate the app's ability to sharpen faces, colorize black-and-white photos, and restore faded colors.
  • Multi-Format Support: The app supports scanning various media types, including photos, slides, and negatives.
  • Organization Features: The ability to create albums, add captions, and tag people in photos helps users organize their digitized memories.
  • Digitizing Old Photos: Solves a big problem of what to do with physical photos before digital came about.
  • Excellent Customer Service: Some users have reported excellent customer service when they had questions or needed help.

Prioritized Action Recommendations

  • High Priority:
    • Address Misleading Pricing and Free Trial Claims: Clearly communicate pricing and trial terms upfront, avoid deceptive language, and ensure users are not charged until the trial period has ended.
    • Improve Customer Service Responsiveness: Provide timely and helpful support to address billing issues, technical problems, and refund requests. Implement a system for tracking and resolving customer inquiries.
    • Simplify Subscription Cancellation Process: Make it easy for users to cancel subscriptions within the app and provide clear confirmation of cancellation.
    • Honor Refund Requests: Implement a fair refund policy for users who cancel within the trial period or experience legitimate issues with the app.
  • Medium Priority:
    • Enhance Glare Reduction: Develop a more effective glare reduction algorithm to improve scan quality, particularly for glossy prints.
    • Improve Cropping Accuracy: Refine the auto-cropping feature to minimize errors and provide more manual control over cropping boundaries.
    • Strengthen Google Photos Integration: Ensure reliable syncing with Google Photos, including accurate date, location, and album information.
    • Expand Editing Features: Add more advanced editing tools, such as red-eye removal, shadow lightening, and selective color correction.
  • Low Priority:
    • Add Batch Editing Capabilities: Allow users to apply edits to multiple photos simultaneously.
    • Enhance Family Tree Features: Add support for step-parents and other non-traditional family relationships.
    • Offer One-Time Purchase Option: Provide a one-time purchase option to remove watermarks, even without a subscription.

Opportunities for Startup Ideas

  • AI-Powered Glare Removal App: Develop a standalone app that uses AI to automatically remove glare and reflections from scanned photos.
  • Subscription Management Service: Create a service that helps users track and manage their subscriptions, including reminders for upcoming renewals and easy cancellation options.
  • Photo Scanning Concierge Service: Offer a service where users can send their physical photos to be professionally scanned, enhanced, and organized, with guaranteed quality and satisfaction.
  • Photo Organization and Storytelling Platform: Develop a platform that combines photo scanning, organization, and storytelling features, allowing users to create interactive family histories and share them with loved ones.
  • Niche Scanning Apps: Create specialized scanning apps focused on specific media types (e.g., slides, negatives, documents) with optimized features and workflows.

Trends and Observations

  • Recurring Billing Issues: A consistent theme throughout the reviews is dissatisfaction with the app's billing practices, suggesting a systemic problem that needs to be addressed.
  • Polarized Opinions: The app elicits strong opinions, with many users either loving it or hating it, often depending on their experience with pricing and customer service.
  • Desire for More Control: Users want more control over the scanning and editing process, rather than relying solely on automated features.
  • Importance of Value Proposition: Users are willing to pay for a high-quality scanning app, but they need to feel that the price is justified by the features and benefits offered.
  • Word-of-Mouth Marketing: Positive reviews often mention that users were introduced to the app by friends or family, highlighting the importance of word-of-mouth marketing.

Conclusion

The Photomyne app offers a valuable service for digitizing and preserving old photos, but its reputation is being tarnished by misleading pricing practices and poor customer service. To improve user satisfaction and long-term success, the company should prioritize addressing billing issues, enhancing customer support, and providing a more transparent and user-friendly pricing model. By focusing on these areas, Photomyne can build trust with its users and solidify its position as a leading photo scanning app. Overall, addressing the billing and customer support issues should be the primary focus, as the app's core functionality is generally well-received.

Original App Link

https://apps.apple.com/us/app/photo-scan-app-by-photomyne/id1037784828?uo=2