Good plugin but support is lacking

Totally agree. It took 24 hrs to get an answer about Profile Builder and when it came the suggestion was that I change my theme. Now I have an issue with TranslatePress from the same company and I’ve been waiting since Thursday for a reply. It’s not too bad at the moment because neither of the two sites I’m working on are live, but if they were live and help was needed . . . well it makes me wonder whether I should be looking elsewhere for a solution.

Yes I agree. I like Elegant Themes’ approach. The only option is a chat but they get back to you within 24 hours. I’ve received a response from Elegant Themes today (and it’s Sunday!).

But as you say, I’m very positive about the plugins themselves. We’d just like support to match please.

Hello,

Thank you both for your frankness.

First of all I’m really happy to hear you had a positive experience with the product itself. Building robust and reliable products is our main goal.

Regarding support, please be assured that helping our clients is also a top priority.

While support responsiveness due to our working hours may vary, we’re actively experimenting with ways to improve this.

I do appreciate your feedback, however giving the free version of the plugin a failing grade is not a way to help us improve this. This should be reserved for plugins hard to use, with unresolved bugs, security issues, or not following WordPress standards. Definitely not the case for this plugin.

Have a great day,

Thank you for responding. I’ve update the review to two stars because of your open response.

Indeed, the plugin is powerful. A bit of a learning curve but that’s how all complex plugins are in WordPress.

I am sure it must be a competitive market in the WordPress plugin arena. However, your support is not on par with other developers such as elegant themes and woocommerce.

I have paid full price for the lifetime plan for both:

1) Profile builder pro
2) Paid member subscription

and I thought I was reviewing on the paid versions. Is there another place where I can place a review on the paid versions?

Finally, the plugin is hard to use without support. That is why the review is so low. I see that a lot of effort has been put into the documentation (and it is very good indeed); however, users will need support beyond what the documentation shows.

Here is an example of poor documentation:

https://www.cozmoslabs.com/docs/profile-builder-2/developers-knowledge-base/shortcodes/resend-confirmation-email/

This KB does not tell us where to upload the php file or any other details. How am I supposed to use this shortcode? I need to file (another) ticket to figure this out.

@devadeveloper

The information about how to use the code is on the top level page: https://www.cozmoslabs.com/docs/profile-builder-2/developers-knowledge-base/

We’ve also transitioned most of the code from the DKB to an add-on that you can install and click on some checkboxes to enable/disable some other options: https://www.cozmoslabs.com/add-ons/customization-toolbox/
Not every option from the DKB is available in the add-on and vice-versa.