Support Is Poor
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Updraft makes it very difficult to open a ticket. They do everything possible to prevent you from opening a ticket. There is no way to chat with a support technician. On top of all that they will close the ticket on you before you have a chance to review their response! Very unprofessional in my opinion. Too bad too because their product otherwise is pretty good.
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Hi,
It seems that you’ve had a poor experience somewhere, and we’d be glad to help with that. Please can you explain where? Your WP profile doesn’t have any support topics – https://ww.wp.xz.cn/support/users/ddr8463/topics/ – so, presumably somewhere else?
What is the “Closed” state that you referring to? We don’t have any system that can close off support tickets to further replies, so this doesn’t make any sense.
When you say that we go out of our way to prevent people opening support requests, what is this referring to? On our forums – https://updraftplus.com/forums/ and https://ww.wp.xz.cn/support/plugin/updraftplus/ – you just go ahead and post whatever you like, and nothing intercepts that.
Our form at https://updraftplus.com/paid-support-requests/ it asks you for some details of your problem, but that’s so that, armed with details, we can give support as efficiently as possible (rather than having to go back-and-forth to get them from you). Rather than not wanting to provide support, we hire people on wages to work full-time to do so. If you can clarify which system you’ve used, I’ll be happy to help look into it for you.
By “no way to chat with a technician”, what sort of chat are we talking about? Above I’ve mentioned 3 support channels through which we talk to many people every day. Are you talking about phone or Skype chat? We have that available as an extra paid option for people who require something extra – http://updraftplus.com/shop/get-support/ .
Best wishes,
David
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