eHarmony, Inc.

eHarmony, Inc. Review

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I like many features of EH, but they also have a lot of deserved complaints. When I searched, it seems others haven’t written on this yet. I found it misleading that there is a hidden cost–an extra payment to receive notifications–which in other matching sites is a built-in and expected feature. The EH communication process did not formerly operate this way, and the details of this feature are not made clear up front. I’ve pointed this out to the main office, but until a lot more people speak up, they’re unlikely to change it. Here’s what’s going on and why it’s problematic: • During the “guided communication” phase, there is a helpful sorting process for messages, where you can differentiate quickly between (a) persons who have written back and are awaiting a response, (b) persons who you wrote to and who haven’t yet responded, and (c) persons who deleted themselves from your inbox (declined further communication). | • But AFTER the guided communication phase, the helpful sorting ceases. It stops indicating “their turn…your turn.” New messages then do not show draw your attention. It says “new message” even if you were the last one to send a message. The photo and name in the inbox do not show any features that differentiate them from persons who have decided not to write back and may even have left the service. • You would expect some kind of change when a response comes, such as it going to the top of the list (and it would be easy for this change to be incorporated). This expected change in message status doesn’t happen because it would reduce the incentive of EH members to pay per person-of-interest to ensure a meaningful notification. You must pay $10 per person to designate a specific interest in someone, so that your continued correspondence will result in a notification. You have to click the box by “Yes, I want to know when [name] reads my messages.” Then you’re charged for it. Wouldn’t you expect that to be a built-in service, part of the already-paid-for package? | • You could decline this payment, and by doing so you would either miss the new messages or you would need to regularly re-check every person-of-interest you have corresponded with (past the guided communication), to see if they’ve written back yet. This is tedious and time-consuming if you have received multiple replies. In conclusion, the current setup does not take into much consideration the way communication often proceeds sporadically. There may be a break in communication due to any number of outside demands or competing interests. For example, say after a week or two of break due to intense work obligations or writing to a different person of interest, you write back to someone, wanting to correspond further. The recipient may have concluded you were probably disinterested. Unless that recipient paid for extra notification for your messages specifically, your new message might easily be unnoticed and never read. There are other problems, such as being matched up with profiles of people no longer using the service (match.com/chemistry.com has the same problem). | People no longer using the service, or who created a profile but never paid, get an email (probably in most cases straight to their spam box) saying they received a message by an interested person. This is supposed to entice them to pay to sign up, because they can’t see any photos until they pay. Other reviewers have written about this, so I won’t go into detail. EH could simply use some indicator of those who haven’t logged on in the past 30 days (as some matching sites do), which would give the process a welcome transparency. I like many features of EH. They got a lot of aspects right, but they can do much better.

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    June 16, 2020
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