Poor support, couldn’t even access account to cancel

Hi @chriscb2,

We apologize for this experience. Email notifications for you were not reaching your email. This was a temporary issue. The notifications are reaching your email now. You may to reset passwords and log in back and avoid the slower manual method. Also, please let us know why you to cancel your subscription. Your experience and feedback is very important for us to improve the service.

Seems odd that the emails were not getting through to yourselves on the PayPal claim that we had to lodge, and won by default as you didn’t reply.

That’s pretty awesome that a temporary issue lasted almost a year!

The reason for cancelling:
>You were too rigid and not wanting any input on custom changes.
>Your awesome support was quite possibly the opposite in terms of speed, and quality of understanding.
>overall I felt like the package had been designed and then any further development had been suspended.

Overall very much not awesome!

Hi @chriscb2,

There are some points that I want to clarify:

1) I realize you are frustrated, and that this experience didn’t go exactly as planned for you. Despite your unique situation and the gap you experienced, it’s not fair to say that my support is slow and has a low quality of understanding while I offer clear, concise, timely and well thought-out support for clients.
2) I am transparent in explaining how our software works for each customer and do the best to help it adapt to the uniqueness of each customer. There will be scenarios where our software won’t be able to adapt them, but I offer the tools, documentation and even the demo site to test them before purchasing: https://asdemo.awesomesupport.com/
3) We offer continuous updates to our core plugin and our add-ons. We are going to release a minor update soon and also bring updates to our add-ons. Our latest updates were with the Gravity Forms Bridge, Productivity and Satisfaction Survey.
4) We also offer custom development for features that we currently have. As the focus is on quality, our pricing is reflecting that warranty and code quality.

A piece of awesome advice for you is to not pick apart the customer experience in a defence and argue back at them trying to defend yourself.

Firstly it’s taken a month for you to reply back in the first instance.

The logging in issue was not temporary, I reported issues several months ago, and was ignored, this would have prevented any communication or attempted support, past the initial contact had at the very beginning where I was let down by the non flexible approach you had.
I emailed more than twice and found alternative emails to also send copies of the issues to, which also remained unresolved.

On the recovery of the money taken form the subscription, your didn’t once get in contact with either me or PayPal and as a result I was refunded by default.

Now I have my money back I have moved on to alternative plug-ins. I suggest you do the same and acknowledge that this service in this instance has failed to meet expectation and service quality, draw a line under it and more on.
That is unless you wish to further pick apart how you believe I have been unreasonable to you as a customer?

Hi @chriscb2,

I really apologize for this experience and I would feel the same if I receive this delay. I recognize this temporary issue had longer term effects on getting a resolution. This was a unique experience and does not reflect the normal course of operation.