Failure and Bad Customer Support

  • I used this once a week for a few years and it suddenly stopped working about 3 months ago. I contacted support and the first guy at least seemed like he was trying to help but even though nothing he asked helped – of course authors always try to blame other plugins as the problem or your server, but those were ruled out. Then he stopped responding altogether and another guy asked me to give him a new version of the log I had already provided which I did, then 3 weeks and 5 days later had never looked at the log I posted (I know because I used a link that shows date and time accessed and it was not accessed). I followed up several times with no response and said earlier this week if I don’t hear back from you by end of week (almost 4 weeks after his request to post log) I will assume you aren’t helping me and instead of replying he marked the ticket resolved!

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  • Welcome to the world of Updraft, I had several similar experiences. But it appears WordPress who hosts these reviews is editing reviews, helping Updraft get away with their poor practices and dishonesty, I suggest you post your experiences to other review sites to warn others who fall for these overpriced, poorly designed pulgins.

    Plugin Author David Anderson

    (@davidanderson)

    Hi @eftcolumbus,

    I am sorry to hear about this negative experience. I can see that your support request on www.remarpro.com did not get timely attention and fell way below the standards we expect and aim for. I have brought your forum topic to the attention of our support team oversight to analyse what went wrong and how such experiences can be avoided in future. If you want to try again, please do open a new support topic (don’t re-open the old one, as the www.remarpro.com forums sometimes do funny things with sort order and bury older ones further down even after recent activity – better to open a new one).

    Though – I notice that in your review title you mention “customer support”. If you are a customer then you should not be using the www.remarpro.com forums; these are only for free users, and are serviced on a best-effort basis with no ultimate guarantees (when things get busy, they get less attention). If you are a customer, then you should open a ticket at updraftplus.com, not here.

    Thank you, and apologies again,
    David

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