Frustating support service makes plugin unusable

  • Resolved littletony88

    (@littletony88)


    6 years ago

    I am sorry to say I have only complainings here:

    1) Knowledge base and tutorial need a strong update since some procedures are old and don’t reflect the correct plugin settings.
    2) You definitely need to do something with your support team. It’s literaly three weeks I am trying to solve some issues and your support team use to take three days to answer, most of the time with incomplete answers or totally mixing topics, unclear and consufing. You need to train more your staff and provide with an escalation contact who would be really expert of this plugin because this is very frustrating. Three weeks to answer few simple questions, still uncompleted and my 30 days guarrantee period is getting over soon. Either you change your support or you extend the refund period in my opinion, otherwise is a trap.
    3) why you dont provide a telephone number?
    4) why you dont provide a Live chat like most of the providers do? How can multiple queries can be addressed by email and when each response arrives every 3 days. Is that a way to work in 2020?

    Thanks

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

    (@markzahra)

    6 years ago

    Hi @littletony88, first of all, thanks for reaching out about this. Three weeks to solve any issue is certainly not the norm for us. With that being said, I’m not sure which thread you’re referring to since I don’t have your email address here, but if you can reply to that thread and ask for me (Mark) directly, I’ll go through and have a look for you.

    When the issues are technical in nature, although you may receive a reply from the same person, that issue would have been discussed with our developers internally in order to provide the best reply possible. I’ll have a look to see whether that’s been done in your case.

    With regard to the refunds, I can explain our policy further via email.

    We only provide support via email as we don’t have the manpower or resources to provide phone or chat support. As a small bootstrapped team, we do our best to continuously improve the services we currently offer.

    With that being said, over this summer we are working on drastically improving our documentation and also looking for ways to improve other support services. If you have any specific feedback or ideas that you’d like to share, please do so in the email I mentioned above – I’d be happy to discuss that further with you.

    As for this thread, I will now be marking it as “Not a support question” for the simple reason that, as per forum guidelines, we may not support premium customers through this channel.

    I look forward to helping resolve this issue as soon as possible, @littletony88. Thank you for your patience so far.

    Plugin Author Mark Zahra

    (@markzahra)

    6 years ago

    @littletony88 I haven’t received a reply but I’ve found your messages and my colleagues will be getting back to you on your issues as soon as possible. You also have three weeks left of the 30-day refund period, so there’s nothing to worry about there 🙂

    We’ll do our best to sort out all your pending issues as soon as we can and will continue the conversation via email since all questions are related to premium add-ons.

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

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