Terrible support

  • jafprrr

    (@jafprrr)


    2 years, 11 months ago

    We have The Events Calendar Pro, which means we are paying for it. It crashed our site over 10 days ago because they told us to upgrade our PHP, and then their plugin crashed our site AND corrupted the .htaccess to that even when we deactivated the pages the plugin had been on, it made those pages unreadable.

    Chad in customer service has barely answered any of my questions regarding this and has provided me very little information except that the developers are working on it. Clearly they are not, as it’s been over 10 days and we still can’t use this plugin.

    I have offered to give them a WordPress login to see what is happening. Nothing. I have asked if they may be able to provide an earlier version of the plugin so at least it will work. Nothing. Not even a comment to the effect that it wouldn’t be possible.

    I have sent four emails in the last four days and not received a response to any of them.

    Avoid this plugin like the plague, at least until they get competent customer support. Oh, and until it’s a plugin that actually works.

    • This topic was modified 2 years, 11 months ago by jafprrr.
    • This topic was modified 2 years, 11 months ago by jafprrr.
Viewing 5 replies - 1 through 5 (of 5 total)
  • Elise Alley

    (@ecalley)

    2 years, 11 months ago

    Hi @jafprrr, 

    I want to extend my sincerest apologies for any inconvenience you may have experienced. We have reviewed our records and found that Chad escalated your ticket to our Tier 2 team Monday. He also notified you of this escalation on Monday. Since then, Sam, one of our Tier 2 agents, has responded to your ticket multiple times. However, we understand you may not have received any notifications about our responses. 

    I am currently investigating the issue to understand why you didn’t receive a notification of our replies and working to resolve the problem as soon as possible. Meanwhile, please refer to this article on how to install older plugin versions. You can also reply to the ticket Sam is working on for you (#479391) with any additional information regarding your issue, including staging site information. If you have any further questions or concerns, please don’t hesitate to contact us. 

    Thank you for your patience and understanding. We value your support and are committed to providing the best possible service to our customers.

    Thanks,

    Elise C. Alley

    Thread Starter jafprrr

    (@jafprrr)

    2 years, 10 months ago

    This issue is still not resolved, and I have been awaiting a response to an email regarding this for five days now.

    Elise Alley

    (@ecalley)

    2 years, 10 months ago

    Dear @jafprrr,

    I understand how frustrating it can be to feel your concerns have been overlooked or forgotten. I’m sorry your ticket got lost during the July 4th holiday and the outages we faced that week. Please know that we are taking this seriously and doing everything possible to resolve your issue as quickly as possible. Deblyn is currently working on your case and will be in touch with you soon.

    Thank you for your patience and understanding.

    Warm regards,
    Elise C. Alley

    Thread Starter jafprrr

    (@jafprrr)

    2 years, 10 months ago

    We haven’t heard from Deblyn in a week, and the issue is still not resolved.

    We would like to work with somebody who is willing to Zoom with us so we can share screen and they can at least see the issue.

    We are disappointed that we have now been dealing with this for over a month and nobody seems willing or able to resolve it. Every single time we are assigned a new person they stop communicating with us when it gets too difficult.

    May we remind you that we are paying to use this plugin that doesn’t work and nobody will fix.

    Plugin Support Deblyn Prado

    (@deblynprado)

    2 years, 10 months ago

    Hello there @jafprrr!

    How’re you doing?

    I think that you aren’t receiving the messages I sent to you and and Courtney. I replied to you two last Tuesday.

    I’m forwarding the same message, please be sure to check your SPAM folder too.

    I will wait your feedback

    Cheers

Viewing 5 replies - 1 through 5 (of 5 total)

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