Abysmal Support

  • codemodeio

    (@codemodeio)


    9 months, 3 weeks ago

    Support is an absolute Joke. They only look for ways to not support an issue. I have several open tickets for months with no resolution. When I push for an update, they say that it is my responsibility to check the changelog periodically in hopes my issue has been resolved. They said they do not have the power to tell me when my ticket is resolved. Over the course of 4 months, I have reached out several times and literally can not get an update on an open ticket with a confirmed bug.

    Here’s what support said to me when I asked for an update:

    Support: “Since there is no ETA for this fix we won’t be able to share an update on this one. We request everyone to check our future changelogs whenever a new update or a major update is available to check for the fixes and new features.“

    Me: “Wow, that’s not the response I was expecting. Let me get this straight…
    You won’t provide a status update to me if/when the bug is addressed? And
    that it’s my responsibility to check your changelog periodically to see if
    you’ve addressed the bug I’ve reported? You can’t even provide an update
    directly to me? That does not seem conducive to good customer support…    “

    Support: “At this time, our system doesn’t allow us to send individual notifications when a fix is released. I recognize this is a limitation, and we do see the value in offering more transparency around issue tracking in the future.“

    Then they automatically closed my ticket, without providing a solution or update.

    It appears they follow the logic below when handling a ticket, as these steps are repeated every time I open a ticket, time and time again:
    1. Elementor says they do not support the issue and it is outside of their scope.
    2. I push back and insist that it IS, in fact, an Elementor issue.
    3. Elementor admits the issue is a known bug within Elementor, and their devs are working on it. However they cannot provide an update and it is the customer’s responsibility to check the changelog.
    4. The issue never gets resolved, Elementor never provides an update, each time I ask for an update I’m told to kick rocks.
    5. After a certain amount of time, close the ticket with no solution or update to the customer.

    I have had a Pro License for over 5 years. Grandfathered in. In this 5 years, support has been reduced several times and now is basically non-existent unless you pay even more money for “Premium Care” support. Just a money grab at this point.

    Watch them delete this review since I said I was a Pro user.

Viewing 1 replies (of 1 total)
  • Luis from Elementor

    (@luisrelementor)

    9 months, 3 weeks ago

    Hello,

    I’m sorry to hear about your experience and the frustration this has caused. We understand how important updates and clear communication are when dealing with a bug, and I can appreciate why our current process feels limiting in this situation.

    As this concerns a Pro license and an ongoing ticket in our commercial support system, we aren’t able to discuss or resolve it here on the ww.wp.xz.cn forums. We don’t have access to your ticket details in this space, and support for our commercial products is provided exclusively through our official support channels.

    Please continue following up through the support system where your ticket is already open, or, if you’d like to share feedback about the process, you can write directly to our feedback mailbox at [email protected] . This will ensure your message reaches the right team and can be considered for future improvements.

    We truly value your long-time support as a Pro user and will make sure your feedback is heard internally.

Viewing 1 replies (of 1 total)

The topic ‘Abysmal Support’ is closed to new replies.