From Passionate Fan To Upset Customer
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Ive been with Warfare for about 3-4 years. For the first few years, an epic solution, epic service. The last six months, a dramatic change across the board. When the plugin crashes, I get excuses, blame, never solutions.
For example, I tested my podcast shares and my master class shares with several friends via phone, laptop, and PC shares. Their shares were not updating. Customer service told me to try a BETA version of the plugin and promised no share losses.
My master class page went from 161 shares to 11. I was then told 11 was correct, and they cant help what Facebook was reporting. All other sharing, Pinterest, LinkedIn, Twitter- all were lost, not just Facebook. So I went to a back-up and sure enough, I was back up to 161. So which one is the lie- all the tweets, Pinterest, LinkedIn and Facebook = 161? Or the 11? It cant be both. Zero ownership on their behalf.
And then I was told I was getting too emotional. This is six months of very hard work and ad dollars, to get the shares and listens to where they are, it is normal and human to get upset when getting the runaround. They are no longer the plugin and business they once were.
_____________________________I really like Social Warfare and then the incident above happened. Recently, again with Andrea, some things came up and it was a far more positive interaction. And the now the social share shows up on my phone.
The relationship with Justin started off exceptionally well. Andrea, in another arena, was always great. I guess we all go through really bad periods, me included. They earned the right, by improving and listening much better, for me to update this review. Im back to being a fan.
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And the final area. The fix that Social Warfare had me deploy dropped my master class shares from 161 to 11, and, as noted above, I was accused by them of trying to get shares I never earned. Well, the developer I hired spotted something else this am.
Social Warfare asked me had I ever changed my URL WELL INTO me putting in my ticket. My answer was no even though that was the wrong answer, even though I did not know it at the time. First, the Social Warfare share URL add-on that I noted above. And now, because I went to SSL, that threw everything off. Dramatically. And I would have no way of knowing this.
The response from them during all this and I quote, the plugin appears to working as it should. Nowhere in that triage process from my ticket was the question, did you recently move to SSL? That critical question was never asked when it should have been the first thing they asked.
Had the focus been, from Social Warfare, service, truly solving the problem; as in, there is obviously something going on here, let’s keep looking- this long thread would not be here. Had they asked me, ever, about SSL- this thread would not be here.
Instead of solving the problems that the developer immediately found, I was berated for getting very upset. Over the last six months, I have spent several thousand dollars to on PPC. Over one thousand shares in total on my site. And their solutions dramatically reduced that number to about 150.
When I pushed back and challenged what they were telling me, refused to accept it, thats when things rapidly went sideways. There was never good triage and demonstrated competence, to properly get to the bottom of this issue.
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