Disappointing support

  • The plug-in looks good, but the support today was very disappointing. I asked where I could change one of the Phrases (which I couldn’t find despite searching).

    Instead of just directing me, the support agent asked for details of my site. I explained it’s under development and they said – bizarrely – my site wasn’t sending out emails properly and told me to test it with a plug-in which required me to pay to use it. I explained that the site is sending emails correctly and they asked for access to the site. I gave them access and they said the site was working properly (which I knew from the start) but my users should not do anything to bring up the phrase I didn’t like. I asked how they thought I might users to not do that and they suggested I change the phrase.

    Then – and only then – did they tell me where I could change the phrase, which is what I had asked in the first place – 5 hours and 14 messages earlier! I guess the support person just didn’t read my original question correctly. It’s a shame because it wasted a lot of their time (and mine).

    • This topic was modified 4 years, 5 months ago by Simon Carne.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author gVectors Team

    (@gvectors-team)

    Hi @scarne,
    Thank you for the review. We’re really sorry for the time you’ve spent on this small issue. As far as I see in your support topic, that was just a misunderstanding from our side. A member of our support thought the error you have is based on email sending issue, so, she asked to check the email sending function and try the SMTP plugin. Shed didn’t notice that you’re just talking about the error phrase.

    Again this was just a misunderstanding, we’d really appreciate if you review this rating and rate it for the plugin itself not for this small misunderstanding. As you can see in other reviews our support team work very hard and keep a high level support in general.

    Again, sorry for the confusion and thank you for your understanding.
    If you have any issue with the plugin feel free to open a new support topic in wpDiscuz support forum.

    Thread Starter Simon Carne

    (@scarne)

    When my site is live and I can see how wpDiscusz works out, I will come back and re-assess.

    Plugin Author gVectors Team

    (@gvectors-team)

    Ok, thank you @scarne, we’ll wait for your feedback.

Viewing 3 replies - 1 through 3 (of 3 total)
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