For the price I have found it really good. It was a bit fiddly to setup but in all fairness only took 5-10 minutes. It’s really quiet and feels really smooth. I’ve only had it for about 6 weeks but initial impressions are really good.
I don’t use their software other than the phone app to calibrate the trainer. You basically pedal to 30kph and stop pedaling. The app then tells you whether there is too much or not enough contact between the roller and the tyre. (The tyre doens’t sit on the roller as such, the roller comes up to meet the tyre, if that makes sense.) I don’t use the software because I have zwift and there are others out there without paying.
I’ve not had to pay for any upgrade (the vortex smart is out of the box ready to go (once assembled of course). I’ve not had to get in contact with customer support yet so can’t comment on that sorry.
It feels sturdy enough. I can get out of the saddle to try and hit those higher wattage segments on the zwift workouts without worrying about toppling over. The only downside is that if you put too much irregular force through your pedals you may occasionally get a bit of slippage on the trainer but it doesn’t happen if you’re in the right gear for the slope.
For a low spec smart trainer it’s had some really good reviews. Yes you can get better but you get what you pay for.
UK based by the way in case it makes any difference.
I can only compare it against the bkool classic (now discontinued) but