Constant Problems and Terrible Support

  • stych

    (@stych)


    9 months, 3 weeks ago

    I’ve had ongoing issues with Custom Facebook Feed Pro for months now. I’ve contacted support many times and they rarely get back, or when they finally do they try to gaslight me by saying they’ve replied but it must have gone to my spam. It never has. I give the app 2 stars because it worked well for a while, but for many months many of our feeds say ‘source invalid’, and none of Smash Balloon’s suggestions have improved things. They have no sense of urgency to help, and I’ve had no response when requesting a refund. The ‘Pro’ uprgrade clearly means very little in terms of support.

    • This topic was modified 9 months, 3 weeks ago by stych.
Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Smash Balloon Manuel

    (@mescobar)

    9 months, 3 weeks ago

    Hi @stych,

    Thank you for sharing your feedback, and we’re truly sorry for the frustration you’ve experienced. We never want any of our users to feel unheard, and I want to personally reassure you that our intention has never been to place blame or dismiss your concerns.

    We did attempt to follow up on your previous messages and completely understand how frustrating it is if those replies didn’t reach you for any reason. We recognize that communication breakdowns, whatever the cause, are still our responsibility to make right.

    I’ve personally responded to your latest support request and am actively working to help resolve the issue with your Facebook feeds. Our team is here to support you fully and we’re committed to helping you get things back up and running as soon as possible.

    Thank you again for your feedback, we truly value it and hope we can earn back your trust.

    Chris Billett

    (@chris-billett-2)

    8 months, 1 week ago

    Can confirm the exact same experience. Constant bugs and glitches (currently got sites pulling in videos twice, one of which doesn’t work, top/bottom of videos being cropped in player windows etc. – all would seem resolvable if anyone responded).

    Have contacted but don’t get anything back from support, despite opening a ticket in their system and including all the time-consuming information they ask for during that process. Absolutely unbelievable for a product that charges the yearly price they do…

Viewing 2 replies - 1 through 2 (of 2 total)

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