Powerful plugin, terrible support

  • Stoan

    (@stoan)


    10 months, 2 weeks ago

    The plugin is very powerful and can do a lot – perhaps a little too much and overly complex, but when you need to do things that it doesn’t do out of the box, and not very complex things at it – like changing the default aspect ratio of images, there is no simple way to do it.

    Documentation is good at telling us what it can do but terrible at how to do it. Interface doesn’t have the elements that the documents points to.

    And support is terrible. Answers are staccato without context or explanation, you have to keep replying to get clarification, misleading “oh no you won’t be able to do that if you are using this” after we were given several instructions to follow to do exactly that.

    Regret that I recommended this to a non-profit who can’t take the hit of the sunken cost.

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  • Plugin Author Stiofan

    (@stiofansisland)

    10 months, 2 weeks ago

    Hi Stoan,

    I have been over your ticket and to me it is explined correctly but i can see that if you are starting out and don’t know some of the terms it might be harder to follow.

    We pride ourselfs on our customer support (you won’t find better)! In your ticket it was not clear what way you were building the archive item, this casued some confusion, you are using the simplified version which ironically was built to try and keep the complex options reduced… There is a way to fully build a custom archive item, which is what our support team was suggesting.

    However, i have taken your feedback onboard and i have added the options for aspect ratio and cover type to the simple archive item (this will be in the next release). I have also replied to your ticket offering further assistance from a develper (me) 🙂

    I hope you give us the chance to show you how good our support is!

    Thanks,

    Stiofan

Viewing 1 replies (of 1 total)

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