Disappointing – Just Doesn’t Work – Support Slow

  • ds316

    (@ds316)


    9 years, 5 months ago

    I was about to buy the pro version of this plug-in, when the free version pretty much just stopped working–Email couldn’t “instantiate”. Worked for a couple of hours; then stopped working. Worked when I first sent the test email to make sure it would work. Then it stopped working.
    Contacted support, which can only be done by email (takes too long), and then got a response that “The problem “Could not instantiate mail function” means that your server doesn’t have php mail function enabled. Please contact your hosting support and ask them to enable it for you.” This, of course, does not account for the fact that it worked for a while and then stopped working.
    It also does not account for the failure to provide a MEANINGFUL error message like, “There is a problem with the settings from your hosting server. Please contact them to enable PHP mail functions.” Why make me send an email and wait til the next day to get this info?
    Installed a different form maker plugin while waiting for a response from Supsystic. The competitor’s plugin is working fine and sending me emails quite reliably, even though supsystic claims my site is not set up to do this.
    Finally, the English language skills at supsystic are sub-par. Just look at their responses to the reviews here. Case in point: “Could not instantiate mail function.” Instantiate means to give an example of something, not to get something started. I think they meant to say initiate.
    The user interface elements of this plugin are great, but this company is not ready for prime time. They need to figure out how to get their plugin to do what it’s supposed to do without me needing to contact my hosting company. Other providers of contact form apps have already figured this out.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author supsystic

    (@supsysticcom)

    9 years, 5 months ago

    Hello!

    Thank you for the review, as any review is important. And the negative even more important then positive.

    1. To check support level and response time, provide your ticket number or URL of the website

    2. We’ll change error message as you suggest

    3. What is the competitor name of the contact form plugin? I’ll test it mail sending function. Maybe we can improve our plugin with the technology of competitor mail sending 🙂

    Best regards,
    Ann

    Thread Starter ds316

    (@ds316)

    9 years, 5 months ago

    1. ticket number is 10701, but this misses the point of my review. When you are trying to sell me a product, do you really want to make me wait a day to get the demo working? the policy of providing support only by email (rather than phone or chat) cost you the sale in my case. How bizarre that a company that produces a live chat plug-in doesn’t provide live chat support.

    Also, I replied to the support email I received with additional questions, and 24 hours later, I’ve still received NO REPLY. Apparently Subsystic’s support staff think they’ve resolved the issue (NOT). So now I’m down to trying to get an answer through this REVIEW forum! Yikes! The first response took 11+ hours. I just submitted a question at WPForms, and they replied in less than 10 minutes. If it’s quicker to install and implement your competitor’s product than it is to get an answer from you, you lose.

    2. good idea

    3. I’m surprised that you want me to give the name of your competitor here, but it’s WPForms. I would advise anyone reading this to skip the trouble and time expense of messing with Supsystic’s Contact Form and go get WPForms instead, especially if you’re a WordPress beginner. Their form design process is more intuitive, and their plug-in puts an INSERT FORM button on your page design palette (no need to copy and paste a short code).

    The only advantage I see with Supsystic is a little more flexibility in designing the LOOK of my form. But if the form doesn’t WORK, it’s not much use to make it look nice.

    4. I notice that you do not even attempt to address the English language issue.

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

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