Technical Issues with Platform and Zero Customer Support

This plugin and Spocket platform has a lot of potential; unfortunately, they had a really serious bug in their plugin and platform that deleted my Professional subscription. That’s a big issue. But, what makes matters worse is that I contacted support via email (since my subscription was deleted I could not do chat) and I got nothing by automated response. After a week, support still does not care enough to even have a real human get in touch with me, let alone fix the my account problem.

Here are the details.

I went on Spocket portal and entered my email address to look around. I liked the products I saw and was ready to get the subscription going. I paid for an entire year for the Professional plan. I completed account creation. I received a welcome email. Everything was looking great.

I spent a couple of hours looking through products and adding the best I could find my Product List. I added nearly 50 items and was finally ready to connect my WooCommerce store.

I downloaded their plugin. I got a connection key from my Spocket account. I entered it into the plugin settings and clicked connect. I went through the authorization screen with no issues and then was redirected to Spocket portal. Then I realized, I was NOT connected to my Spocket account with active subscription.

See, the Spocket plugin logged me into Spocket portal using my store admin email, which was different that the email account I used to sign up to Spocket.

I thought it was no big deal. I removed the plugin. I changed my store admin email to be the same one I used for my Spocket account. Then, I re-downloaded the plugin and went through the activation process again. This time, when the Spocket plugin uses my store admin email, it would be the same as the one I already have an active subscription on. Wrong!

After I was redirected to Spocket, I was indeed connected to Spocket via the same email address I had an active subscription on. BUT MY ACCOUNT AND SUBSCRIPTION WERE OVERRIDDEN AND REMOVED. Again, my account and active subscription were overridden and removed.. my payment method was gone, my product list was gone, my active subscription was gone; the only thing remained was my name and account password for some reason.

At that point I figured it was a bug of some sort. Since I did not follow the likely subscription happy path: someone downloads the plugin, connect to Spocket, then Subscribe. I thought it was something that Spocket can easily fix.. just add my subscription back to my account. Apparently, that was wishful thinking.

Since I was no longer a Professional subscriber, I lost access to chat support. I could only email support. I figured no big deal, I would just have to wait a day or so to hear back. I was wrong again.

I emailed support and got an auto message saying I would hear back within 24 hours. When I did not after 2 days, I email again. Then I waited another day and nothing still happened.

After 3 emails, I finally got an automated message from a support team member saying they are looking at the issue and will get back to me soonest

I waited another 2 days and heard nothing back. I followed up via email again and heard nothing back.

After another 2 days, it has been a week since I first experienced the issue. I followed up to ask if they are able to give me access back to my already paid-for subscription that I never got to actually use OR they can refund my original payment method. Guess what, I got yet another automated message from a support team member.. same exact one as before just with a different name.

At this point, I am not even sure that after a week an actual human has looked into my case. To me, it seems it would be a simple fix.. just add my subscription back to my account or refund me the money and ask me to subscribe again.

Issues happen but what matters most is how support handles these issues; that’s what makes the difference when you have to rely on another company for your business and livelihood. How can I trust that if another issue were to occur that it would be addressed?

I read another comment here about issues a store owner had with suppliers and how he received bad support. After my experience, it is very concerning because it now seems to me that bad support is a norm and a pattern. Based on that, I doubt I will use it (after I get my money back).. but, we will see what happens.