Hi @2chicks,
I’m really sorry about the experience you’ve had. That’s genuinely not the level of support we aim to provide, and I completely understand your frustration.
Could you share the following so I can look into this personally and follow up from our side?
- Your support ticket ID. It should be in the auto-reply email you received when you first submitted the ticket. It typically looks like a number or reference code in the subject line.
- Which plugin are you referring to? You mentioned it’s from OPMC, but knowing the exact plugin name will help find the right people to escalate to.
- What’s the bug doing (or not doing) that it shouldn’t?
Looking forward to your response.
I finally got some action. It took way too long and I have no idea why Woo couldn’t find my ticket in the system. A thoroughly frustrating experience.
Hi @2chicks, it’s clear this experience has been quite frustrating, especially with the delay and the confusion around locating your ticket, so it’s good to hear that things have finally started moving and you’ve received some action on it.
I can also see that you’ve marked the thread as resolved, just checking in to confirm, are things all sorted for you now?
Plugin Support
Job a11n
(@jobthomas)
Automattic Happiness Engineer
@2chicks my name is Job, and I’m the head of support for WooCommerce. From what I can tell, the problem you’ve faced was with a plugin connected to OPMC, which is a vendor on WooCommerce.com. We have chosen to let vendors use their own support tools, without the need to loop us in. The result of that has been faster support (because the tickets arrive in the system vendors use), and it’s more secure as well.
That said, if there are quality problems, then we’d love to hear. You can let us know via the support form on WooCommerce.com (select presales and “core woocommerce plugin”, and mention this thread). Alternatively, if you’re on the Make WordPress Slack, you can find me there and I can share my email with you so we can find out more.
Thanks for replying and for being curious about our experience. Here’s the #1 issue. I have been developing with Woo for ten years, often using 3rd party plugins. On way too many occasions, getting any response, or an adequate response from the plugin devs has been an issue. When that happens, the only backup is Woo support.
What’s confusing is that when you put in a ticket on the Woo site, it’s not disclosed that Woo is not involved. That should be transparent, and #2, if you aren’t getting support from the 3rd party, there is no obvious way to alert Woo as a backup. I could put in a new ticket, but that just steals time and creates another ticket number. Your support form drop-down needs a selection called, ‘3rd Party Dev Not Responding’, so that we can loop you in.
Additionally, your support should not assume that you are the ticket holder and go on a goose chase for an in-house ticket number. Your support personnel, of all people, should know those tickets are going directly to the vendor.
I had to use an hour trying to figure out how to even contact Woo and ended up using FB Messenger like it’s 2001.
The fact that you had to tell me to use: Presales on your support form indicates a problem. How would I know that is the path forward after I have bought a plugin? This is a UX issue. In my mind it’s not presale, so to choose non-conforming selections on your support form makes me feel like a liar, and like I have to cheat the system to get support. Not a good feeling.
You mentioned a Slack channel. Is that something I can join? I am on the Woo Channel, but I’d like to be on the other, if possible.
It is against forum guidelines to support commercial plugins here: https://ww.wp.xz.cn/support/guidelines/#do-not-post-about-commercial-products
This topic has now been closed. Please continue via Woo’s non-wp.org channels.
