Please make me happy.

  • Resolved koningser

    (@koningser)


    6 years, 1 month ago

    Hello,

    I haven’t tried your plugin yet, because I can’t use it!

    A while ago I put my email address in a form on your website, never did something with it, never needed it. Now a while later, I want to use your product. I want to try it out and test it on some of my sites.

    Problem: forgot password but password reset is not working on your site. I don’t receive the email.

    So I send you a mail (12 days ago!!) and got 0 response back yet. I did send multiple other mails aswell after day 3 already, because that is already too long in my book. Should reply the same day.

    I was definitely expecting a quick and cool response to my simple question since you say such groovy things on the support page of your website like: “We’re here to answer any questions you might have. Even the Ultimate Question of Life, The Universe and Everything”

    So I thought wow daddy, let’s talk about it all! But you have not even shared a single basic insight with me!

    Even when I explained to you that if I don’t get a response I will share your ways or non-ways with my decently sized social media following, which include potential customers of yours, you didn’t respond! This is still open ofcourse.

    Also on your website you have knighted yourselves with titles as: “Customer Happiness Engineer”

    Extremely cringy.. Just like the “Let’s talk about the universe” thing. Especially when these words don’t match reality.

    The fundamental basis of marketing is, is that all must match! So if you call yourself a happiness engineer than I expect you to at least interact in a way with me that strives to make me, your customer, happy!

    Make me happy! Assuming that I am not already, ofcourse. Or at least respond to my mail and reset my password. You know.. basic customer support etc. Let’s start at the beginning.

    What if I have 100+ clients and pay you hundreds or thausands of dollars a month and I have an issue.. will you be able to put one of your “Customer Happiness Engineer’s” to work to fix it for me? Or will I be on my own?

    Please reset password and make me happy.

Viewing 1 replies (of 1 total)
  • alezajic

    (@alezajic)

    6 years ago

    Hello @koningser

    Thank you for reaching out.

    We are actually prioritizing emails with the password reset from our end and always make sure that those get answered first. We understand the importance of not being able to access your account and hence we, as a team, decided that these emails get answered first.
    Since you mentioned the content of the email here I was able to filter it a bit and locate it in our system.

    From the looks of it, in the latest email from your end, my colleague Sara replied with the information on how to proceed with the password reset on the same day that you contacted us.

    If you are not able to locate it in your inbox can you try to check out your spam folder and if the reply ended up there since this should be the most likely cause. I would advise doing the same when you attempt to do a password reset for your ManageWP account.

    The support staff, my self included, do not prioritize customers based on the number of websites that they have added to their account and I am sorry that this time around it seemed like so from your end.

    Hope that you are able to find the email in your spam folder for the password reset and, if not, could you contact us once more from the following contact form – https://managewp.com/contact

    I hope that this time around the password reset will go through.

Viewing 1 replies (of 1 total)

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