Title: Plugin is phenomenal value – but the support is patchy, documentation poor. Last modified: April 27, 2021 --- # Plugin is phenomenal value – but the support is patchy, documentation poor. * [Big_Birtha](https://wordpress.org/support/users/big_birtha/) * (@big_birtha) * [5 years, 1 month ago](https://wordpress.org/support/topic/plugin-is-good-value-support-patchy-documentation-poor/) * For the price – (I have the Ultimate Add-on and may purchase Groups and Staffs in future) this plugin is pretty impressive and phenomenal value. If it does what you want, out of the box, you’re on to an absolute winner, and the options it provides are pretty comprehensive. * If your multivendor site is selling physical products, that aren’t time sensitive, delivered by a standard courier, don’t need customisation etc, you’ll be up and running in no time. * The trouble comes when you need to tweak (which almost all of us do). The documentation is terrible. Often, all the information you get is “X menu – this is where you can set X” – without any explanation of what X is, what it does, when you might want to use it, how you might use it in different circumstances etc. You absolutely just have to experiment with every single setting yourself to see how it works most of the time, because the documentation provides no clue. Even then, sometimes how you think it works, how something appears to work on first glance, isn’t how it actually works. * The documentation is also clearly not written by a native English speaker, and consequently there are errors like where it shows a bit of code and says “I have created a template file” – the implication being that the code creates the template file, whereas what the person meant to say was “You need to create a template file, and post this code in it”. No link to instructions on how to create said template file. * This brings me onto the support. It’s extremely patchy. I’ve had excellent, swift accurate support from some devs, and frustratingly inadequate support from others. Sometimes your ticket is read, understood, listened and solved in one response… * Sometimes their response just repeats what you’ve said – eg “I’ve tried to follow the instructions in your documentation *link to URL of said doc*, but they’re not working – I’m having trouble with X” – and the only reply you get is “You need to follow the instructions here *link to URL of same doc* to do that”. * Or you get “can you submit a screenshot?”, when you supplied a screenshot with the original ticket. Or “you need to post this code in Snippets”, but their code returns a fatal exception in line 1. and then you don’t get another response for weeks. This is absolutely the most frustrating thing. * This is especially frustrating, when the banner at the top says “All queries from X date and before have been attended to” – because they absolutely haven’t– they may have received a reply, but not a useful one! They then start responding to newer tickets with similar unhelpful responses and you feel like you’re never going to get anywhere. * This seems to be a particular issue with a handful of devs. They respond to your ticket in an unhelpful way, sometimes in repeatedly unhelpful ways – enough so they look like they’re doing their job, they’re replying to tickets, but not * actually* doing their job, because their replies are meaningless. I’ve found the only way around this seems to be to submit new tickets referencing the old tickets in the hope that it gets allocated to a competent dev instead. * It’s also a huge shame that they closed the online ticketing and went to a closed forum instead – I managed to fix many issues merely by searching and following instructions given to another person. I now have to use up developers’ time if I can’t find and answer, and wait for the tickets I submit to get a response – I’m sure I’m not the first person to ask these questions, it would be such a timesaver for them if the replies were public. * But, documentation and patchy support aside, this plugin offers a lot of functionality for not much money. - This topic was modified 5 years, 1 month ago by [Big_Birtha](https://wordpress.org/support/users/big_birtha/). The topic ‘Plugin is phenomenal value – but the support is patchy, documentation poor.’ is closed to new replies. * ![](https://ps.w.org/wc-frontend-manager/assets/icon-256x256.jpg?rev=1800818) * [WCFM - Frontend Manager for WooCommerce](https://wordpress.org/plugins/wc-frontend-manager/) * [Frequently Asked Questions](https://wordpress.org/plugins/wc-frontend-manager/#faq) * [Support Threads](https://wordpress.org/support/plugin/wc-frontend-manager/) * [Active Topics](https://wordpress.org/support/plugin/wc-frontend-manager/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/wc-frontend-manager/unresolved/) * [Reviews](https://wordpress.org/support/plugin/wc-frontend-manager/reviews/) * 0 replies * 2 participants * Last reply from: [Big_Birtha](https://wordpress.org/support/users/big_birtha/) * Last activity: [5 years, 1 month ago](https://wordpress.org/support/topic/plugin-is-good-value-support-patchy-documentation-poor/)