tammyt

Jason-

I do not believe that the comment she gave me, “If you had followed my instructions it would have been resolved yesterday…” was professional. I found it rude. We can agree to disagree on that point. For the record, I shared the conversation with colleagues and they too agreed that her reply was rude and passive aggressive.

Her comment was in the second email, I do not consider that to be “repeatedly” trying to resolve my issue.

I did contact my host and they were able to resolve the issue. I sent them her whole reply with instructions. They said it was not the issue she described but rather a different issue caused by your plugin’s update.

My review is not based on the troubles I’ve had with your plugin. Although I’ve had several issues with it in the past, especially with updates, it is now updating correctly and seems to be operating fine. I actually LIKE the plugin. My review is based on the rude response I received when I asked for help in fixing something your update broke.

If I’ve paid money to use a plugin, I expect it to work and not break with every update. If it doesn’t work, I expect assistance that is courteous and willing to work with me to resolve the issue. Remember, we are not all on the same technical level. When a customer replies and says “I don’t understand the instructions you sent” it isn’t an attack, its simply saying “I need you to make this more simple for me”.

I spent hours of my day trying to fix something that was caused by your plugin’s update. A simple “I’m sorry this happened” would go a long way in changing my review.