hi @ricav
I can see yours and other plugin support members replies to the posts published few hours ago, yet no one has replied to my post published over 2 days ago.
Could you please advise how this system works on this forum? I assumed that you reply to the posts in the order they have been published. Or do you pick and choose?
I have few other issues I’m stuck on in setting up my Woo shop which I will post in separate threads, so I’m concerned whether I can receive your help on this forum. Until I do, I can’t finish and launch my shop.
I have the current versions of Elementor and Templates plugins, so have no clue as to why I have only three basic temples instead of several templates shown on your video for free Elementor.
I would appreciate your reply and advice. Thank you.
Plugin Support
Rica
(@ricav)
Hi there,
I sincerely apologize for the delayed response to your post from 2 days ago. I understand your frustration, and you’re absolutely right to be concerned about getting timely support.
Our support team doesn’t intentionally pick and choose which posts to answer. However, response times can vary based on the complexity of issues, availability of team members with specific expertise, and current support volume. Sometimes simpler questions get addressed faster, which can make it appear that newer posts are being prioritized.
Customizing WooCommerce shop pages using Elementor, you’ll need an Elementor Pro license. The free version has limited WooCommerce integration capabilities, so many of the advanced customization features for your shop will require upgrading to Pro.
Thank you for your understanding.
Kind regards,
HI @ricav
Thanks for your reply.
I’d like to make a few points in response, for your consideration.
1. Please note that my post you have just replied to was published 3 weeks 3 days ago, not 2 days ago as you claim. The original post was published 3 weeks 5 days ago.
2. I did not express concern about the timeliness of support on this forum. I expressed my concern about seeing several much later posts receiving your reply while mine wasn’t even read, as it just turned out, for over 3 weeks. So yes, even with your explanation about the complexity of the issues etc, I still consider my point about your support agents picking and choosing posts for reply, which I don’t consider to be fair, as valid. I’d like to think that the support priority on this and other plugin forums is driven primarily by the order they are posted.
3. I find however, the most strange and surprising, this comment in your reply:
“Customizing WooCommerce shop pages using Elementor, you’ll need an Elementor Pro license. The free version has limited WooCommerce integration capabilities, so many of the advanced customization features for your shop will require upgrading to Pro”.
“Many advanced customisation features” doesn’t mean all of them. So I can ask questions on this FREE plugin forum about the customisation features. that are free.
Secondly. I was referring to the lack of the most basic feature – page templates – which is not an advanced feature by any stretch of imagination. Something that you need to start the process is by definition basic. Without it, you can’t do anything, including accessing any advanced features. You chose to put it behind the paywall – that’s your prerogative. Just please don’t claim that only advanced features are on the paid version as clearly that’s not the case. Thirdly, I pointed out that your help article and video on setting up a WooCommerce shop with Elementor do not state clearly that this is only a PRO feature, thus creating confusion – which you did not address.
If pretty much all Elementor features are behind the paywall, this forum is redundant as it can only offer support for the FREE plugins. You are clearly focused on the PRO version support on other channels, not on this free support forum. Plus, with an average of over 3 weeks for reply it’s pretty much useless in resolving any issues the users of the FREE version may have, which usually require resolution within a few days.
As I said to another free plugin support – if you don’t look well after your free users, you can’t expect to get many sales. That’s a change of thinking and strategy from push to pull.
thanks for your reply, albeit almost 4 weeks after my question was posted.
Hi Alathea,
Thank you for your detailed feedback. I truly understand your frustration regarding the delay in our response, and I apologize for the inconvenience this has caused. Your point about response order is noted, and while we strive to answer threads in a timely and fair manner, there are occasions where post complexity, clarity, or required internal review can lead to inconsistencies. That said, your concern is valid, and we are continuously working to improve our process to better serve all users, free and Pro alike.
Regarding your points about Elementor Free and Pro: you’re absolutely right that not all WooCommerce customization features fall under the “advanced” category, and I appreciate the clarification. The terminology could have been more precise, and I apologize if it gave the impression that all customization capabilities are exclusive to the Pro version. Your feedback about the lack of clarity in our help documentation and video is especially helpful, we’ve taken note of this and will consider how to better communicate which features are available in which version.
We understand that the foundation for customization, like page templates, is a key feature, and we recognize how its placement behind the Pro license may be frustrating. This decision was made in line with our broader product strategy, but your perspective is valuable and has been shared with our internal team.
Finally, while this forum is indeed focused on the Free version of our plugin, we believe it still has value for many users. However, we acknowledge the current support delay is not ideal and we’re actively looking into ways to improve our responsiveness here, including better triaging and resource allocation.
Thank you again for taking the time to share your concerns constructively. Your voice matters, and your feedback plays a key role in shaping how we support both our free and Pro users going forward.
Hi @masancvarak
thank you for your reply and not dismissing my valid points.
