Portal Facebook Reviews 62

Do not buy from Facebook buy from Amazon.
The customer service is non existent.
It has been replaced by a dystopian maddening bureaucracy designed by terry Gilliam.

I Purchased 2 devices but they sent me and charged me for 4. After 1 month of daily emails I still have the 2 extra devices at my house because they are unable to organise a pick up. Because I was tired of waiting I sent them myself with the instructions and labels they provided, but 1 week later the devices were sent again to my address and I still have not been reimbursed.

The remote for portal TV stopped working 3 months after I bought it. It's completely dead. For last two weeks we have emails going back and forth while their customer service rep assures me that they are "carefully looking into my issue". DaFaq is there is to look when I am telling you the remote is dead ?

A company like Facebook cannot send a $29 replacement remote in warranty period.

With everything else Facebook is being accused of, add poor customer service and after sale support to their cap of tarred feathers.

Ridiculous !!!

I ordered Portal for my mum in Spain. A few months (and only a few calls after), the device isn't working any longer.
I contacted support and has really drained my energy with the amount of emails, back and forth that I have exchanged with them. They have finally given me a useless solution which doesn't solve my problem.
What a waste of money!!
Last but not least, Portal isn't intuitive and should only be recommended for those with some gadget skills.

The worst customer experience I have had from any company EVER. If your kit is faulty, they take weeks to respond to mails, and they don't know what a phone is. Would give no stars if I could. Do not buy.

Stay far far way from this, its cheap for a reason. Buy something else. Facebook does not support faulty hardware.

Compared to Netflix their customers service is rubbish. Automated response don’t think they have any real people at their end. Going on two days and still not working. What a set of !!!!

My portal stopped working with no power just a blank screen which you cannot access.For over a week now I’ve been given repeat information from support along with repetitive fixes.Which are only possible if the screen actually powers up !!!!
It’s only 10 months old.
Once support have taken you through their script they don’t come back to answer you.
My Gen 2 obviously has a major fault but you can’t get anyone to acknowledge this …be warned if you have a reset issue that’s ok …anything else is hopeless.
They just dump you on line.

I lost remote 3 months ago and they say they are out of stock of remote. The app on phone doesn’t work but they refuse to send me a return label even though it’s still under warranty. I’ve had about 50 emails from them suggesting the same thing that don’t work. Do not buy as the service is awful. You can not phone anyone.

I am absolutely disgusted and saddened by the portal advert,it is totally insensitive,the last thing people who have lost a child is to be asked will you try again,!,there is no replacement🤬🤬

I purchased 2 of these and sent one to my parents in Spain. Despite stating in the spec that you can call using FB or Whatsapp you need a FB account to set it up! I didnt have or want a FB account. When I call my parents or vice versa using whatsapp the portal asks you to have your phone turned on and whatsapp open. When you call or someone calls you the call cones to your phone 😡😡😡😡😡😡

After 3 months the remote control stopped working! You CANNOT use the portal without a remote and although you can download an app for your phone you need a working remote to set it up 😡😡😡 contacted portal customer services as could not find a replacement. 2 weeks and 13 emails later I was told that a replacement remote would be posted. I was subsequently sent a returns form which asked for return of the full unit. Re contacted portal to be told I need return the entire item to get a remote 😡😡😡😡 this will now mean I am without for another 2 week's at least.

In summary, expensive garbage poorly made and backed up by completely inadequate customer service

The first unit we had worked for around 2-3 months then wouldn’t make or receive calls all of a sudden.
We contacted the help centre who took me all round the houses with restarts, resets and full factory resets which took hours.
At the end of it nothing had changed and so they issued a return and sent me out a new unit.
We received the new unit a couple of weeks later and so I plugged in and set it up only to find this unit has the same issues. I’ve not been able to make a single call on this unit.
And so again we contacted the help centre who one again took me all around the houses with restarts and factory resets, install up to date software etc etc etc.
Now they are telling me they want me to produce a video for them showing them the issue. I’m growing very tired of it all by now.
We request to return for full refund as we just aren’t happy with the product only to be told we are outside of 30 days.
I think now we are trapped in a never ending loop of defective units returned and reissued and hours wasted sitting up the damn things.

Don’t bother with this cheap tacky tech just get something better.

Like many others, we thought the portal would be great for grandma to stay in touch during pandemic and after. We are on our second portal as first had audio problem on incoming calls. And now the exact same problem with the replacement. Customer service is extremely poor. Yesterday they requested a video of the issue. Which is currently being uploaded very slowly to We Transfer. Astonished that they had the nerve to request a video. The portal was a great idea but very poorly implemented and could not have had thorough usability testing and given many would have bought for elderly family members who are not digital natives, I would have thought usability testing conducted with seniors would have been a no-brainer. But apparently not. I have a number of suggestions for making it more senior friendly as do others given a quick glance at the feedback on portal user voice forum but not inclined to spend my time telling them what they should have done in the first place. Your customers should not really be your core R&D or usability team. Tweaks and updates are one thing. Portal requires more than a few tweaks. Cannot currently recommend.

terrible product. calls drop all the time, funky visuals, sound drops - do not recommend at all. bought one for my senior mother and one for me so that we could stay connected long distance thru covid. calls get disconnect every single time. such a waste of money and sooo frustrating!

Had issues with the devices on day 1 - had to return both the Portal TV (unresponsive remote) and Portal 10" (issue with touch screen) and it took weeks for the replacements to come. Poor after-sales support. If you are planning to get one, I would strongly recommend buying from Amazon instead of going direct.

I bought 3 for Christmas for myself and 2 sons and either the video freezes or the sound is so bad you can't understand. The camera follows you well but because of sound and video quality, it is unusable. Facebook CS is horrible, cannot get a phone contact.

Very Disspointed can't use if issue with Facebook Account

I really liked the product until there was an issue with my facebook account. Something happened and I was accidentally locked out of facebook, now I can't use the portal. Facebook has NO customer support and while FACEBOOK portal will respond to emails, they say they can't help fix my account so I can actually use the FACEBOOK portal. Basically with no facebook I can't use it. Not good business planning if your product has FACEBOOK in it, but you can't help rest the account so the customer can actually use the product. They won't give a refund either. Ughhhhh.... I had this to talk to my mom in isolation during covid.

The portal itself is fab. Customer service is shocking! We bought two portals - a 10inch and a portal plus for a family member. The portal plus developed technical issues (not a problem- it happens!) Contacted customer services. They insist you return to a base in Europe and won't issue a replacement until they received the old one back.

It took weeks to get the right paperwork issued. They received our return on 16th Feb and we haven't heard anything since (12th March). Contacted customer services again today only to be told it will be another 2 - 3 days before they get back to us!

If you are going to get one, buy from Amazon - far superior customer services and product replacement scheme if something does go wrong!

Showing a nipple at tea time 🤮🤮🤮🤮🤮think could of thought of better advert

I bought two portals last year. They have now both stopped working. FB not responsive at all to complaints and their help email mysteriously just doesn't send. The FB live chat holds you in a queue and never picks up. It seems impossible to contact them to get them to honour the warranty. I have DM them but again no response. Would not recommend Portal