Disappointed Support (Paid Pro Version)

  • I must say that I am really disappointed, not with the plugin but more with the support. I have the paid pro version of the plugin and obviously we would think that we should get quicker and better support for the paid version but no! I submitted a ticket through the paid version support ticket system and after 7 days today not a single response from the developer.

    So my question is, for issues related to the ACF Extended plugin (Pro Version) should we request for support here or in the ticket system as it make no sense to create a ticket and not receiving any response within 7 days!!!

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  • Plugin Author Konrad Chmielewski

    (@hwk-fr)

    Hello,

    Thanks for the feedback, and sorry for the late answer, I’m kinda busy with the upcoming patch lately.

    You can use this forum or the Pro ticket system to submit tickets regarding free features. However, Pro features requests can be only submitted on the Pro ticket system.

    I try to provide high quality & detailed answers to everyone, including video demo when possible, as you can see in the threads history here. Pro users have indeed priority, but note that I also have to prioritize critical tickets and more “lightweight” requests. Additionally, I have to reserve time for plugin development and features implementation/enhancements, which may lead to some delays in answers.

    I’ve read on your original ticket that you managed to fix your issue, which is nice. I will copy/paste my answer here, just in case it happens again in the future.

    I just tested the form creation/update process, and it works fine on a blank WP install. Here is the video of my test.

    You probably already followed a similar process, but if such issue appear again in the future, here are my recommendations in order to isolate an issue such as this one. I would recommend clone your website on a development / staging environment using Duplicator or using your hosting backup solution. Then try to disable all your plugins one-by-one (at the exception of ACF Pro & ACF Extended) until you find which one cause the issue.

    If the problem persists, I would suggest switch to the native WP Twenty Twenty Two theme, to make sure you don’t have any custom code in your theme which would break the feature.

    In all cases you should be able to confirm features works like I did, by setting up a clean WP install on a development environment with ACF Pro + ACF Extended only.

    I hope this answer your question.

    Have a nice day!

    Regards.

Viewing 1 replies (of 1 total)
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