Careful support can disappear for up to a week without warning.

  • I have been using this plugin for 4 years.

    I have had long term problems with support from this team. There is only one person doing the support. If something happens to them in personal life (which can happen ofcourse, we are all human and have a personal life) there is not back up.

    Last week in the middle of a conversation to resolve a major issue, the support person disappeared. Without explanation or someone else taking over. I lost a big project due to this and spend the last money on hiring my own support. I won’t be renewing. It is just not worth loosing so much sleep over.
    Such an important plugin, central to my website, without support is just now acceptable.
    The plugin is really good, but avoid if you think you will ever need support. Make sure you have your own support team before using this plugin.

    • This topic was modified 6 years, 9 months ago by earthways.
    • This topic was modified 6 years, 9 months ago by earthways.
    • This topic was modified 6 years, 9 months ago by earthways.
    • This topic was modified 6 years, 9 months ago by earthways.
    • This topic was modified 6 years, 9 months ago by Steven Stern (sterndata).
    • This topic was modified 6 years, 9 months ago by earthways.
    • This topic was modified 6 years, 9 months ago by earthways.
    • This topic was modified 6 years, 1 month ago by earthways.
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  • Hi @earthways, I’m sorry to hear that you’ve had a negative experience. If you’ve used our product for 4 years, it means that you’ve paid for 1 full year + 3 renewals, in which case it must mean that you enjoyed it at one point.

    I’d like to find a way to get you there once more.

    I did a quick scan of open tickets and found one recent ticket wherein you posted Friday night after support was closed, and again over the weekend. I sent someone in to answer the question for you in hopes that it will show we are indeed trying to do our best, even if it’s outside of normal support hours.

    I also scanned some additional tickets and found that you’re using the Backer theme. You’re right that it can be extremely frustrating to see your theme break over and over again. Sadly, this is the result of the way Krown Themes has chosen to integrate with our product, wherein they remove most of our hooks and replace them with hooks of their own. As a result, our updates break their functionality.

    We have tried to work with them to help them better integrate, but they seem to have moved on. We certainly do not want people to feel that they must use our themes, though we do offer several free themes. I think you might find that you’d have a better experience with another non-IgnitionDeck integrated theme, wherein our plugin functionality is pure and not altered by the theme maker.

    We do scan the forums and support email addresses multiple times throughout the day. There have been times where we are understaffed, but I think that if you look through the recent support tickets, you’ll see pretty fast response times.

    In any case, I hope you’ll give us a chance to improve upon your current rating, and keep you as a customer. Please feel free to respond here, on the forums, or via email: hello at virtuousgiant dot com.

    Thanks!

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