No Support, No Documentation, Don’t Use

  • Stef

    (@serafinnyc)


    1 year, 8 months ago

    After being told to use this app we started recognizing issues. We followed their minimal doc for Send Grid. However, emails for lost password are only being sent to the client’s domain emails and not others.

    I reached out to this group on Facebook and noticed no response. I came here to reach support queries and saw no response to lots of issues. I also emailed these people and their OWN email comes back bad.

    I don’t know how there are a ton of great reviews here. This app is horrible and no support.

    • This topic was modified 1 year, 8 months ago by Stef.
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  • Plugin Support Ibrahim Sharif

    (@ibrahimsharif)

    1 year, 8 months ago

    Hello @serafinnyc,

    I understand that you’re frustrated with the lack of support and documentation you’ve experienced with our plugin. I apologize for the inconvenience this has caused you.

    I can assure you that we take our customer support very seriously. We have a team of dedicated engineers who are available to help our customers with any issues they may encounter. We also have a comprehensive documentation website that covers all aspects of our plugin.

    I understand that you’re having issues with sending lost password emails to non-domain emails. This is likely due to a Sendgrid-specific issue. Sendgrid has a feature called “SPF” (Sender Policy Framework) that can be used to prevent emails from being sent from unauthorized IP addresses. If your domain’s SPF record is not properly configured, emails may be rejected by Sendgrid.

    I would be happy to help you troubleshoot this issue. Can you please create a support ticket with relevant credentials on our portal?

    I appreciate your feedback. We’re always looking for ways to improve our products and services. Your feedback will help us to make FluentSMTP better for everyone.

    I would also ask you to reconsider your review. We’re confident that we can resolve your issues and provide you with the excellent support that you deserve.

    Thank you for your understanding.

    Thread Starter Stef

    (@serafinnyc)

    1 year, 8 months ago

    Thank you for taking the time to respond to my review. I take building apps and customer service seriously. The fact that you have support tickets past a week makes me think you’re not taking it seriously or taking care of your customer base. Whether they be free or not. I saw unanswered questions past 6 days or more.

    As a former WooCommerce core contributor and someone who still volunteers here in the forum on a daily basis I would highly advise you take your customer service to the next level. If you’re properly staffed as you say above.

    As for the SPF, this client has had those records in good standings ever since I came aboard. However, someone recommended your app against my recommendation and I can’t argue with the other person. There handling the SendGrid stuff. However, I believe that since the client is Google Workspace that the lost password and registration emails would benefit from us adding a second connection (seeing your one page on the matter) to Google Workspace and using another email. That in my mind was the solution.

    Alas, when I got on a call with the client you didn’t have a one click install like WP Forms SMTP does. You make the user go and created the api and all that which is so 2015.

    Needless to say we’re stuck with no idea what’s causing this issue. If the SPF is good which I know it is then why isn’t SendGrid also sending those other emails?

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