Good product, bad service

  • Resolved mmarchetto

    (@mmarchetto)


    1 year, 4 months ago

    Ticket opened via chat on 20 June for a licence renewal problem. No solution after 16 days. License renewed on April 15, 2023. Suddenly the licence expired in June. I call support and after 16 days I am still unable to use the ‘package for 10 sites’. No technically sensible answer. No response to my request to be refunded and try to buy the plan again. Only polite phrases from the first level support, but no concrete solution.

    Now I would like an official answer on this public forum, and the return of the payment made. I obviously intend to change software.

Viewing 1 replies (of 1 total)

  • Hello @mmarchetto

    I apologize for the inconvenience you have experienced with our support team regarding your license renewal problem. I understand how important it is to have a functioning license and receive timely assistance when facing such issues. Please allow me to address your concerns and provide you with an official response.

    Firstly, I would like to apologize for the delay in resolving your ticket. It is regrettable that it took 16 days for your issue to be addressed. I apologize for any inconvenience this may have caused you during that time.

    Upon investigating your case, I found that your license was indeed renewed on April 15, 2023. However, it appears that there was an unexpected issue that caused your license to expire prematurely in June. I understand how inconvenient this must have been for you, and I apologize for the inconvenience it caused.

    Regarding your interactions with our support team, I apologize if you did not receive the technical answers or concrete solutions you were seeking. Our aim is to provide prompt and effective support to our customers, and it seems we fell short of meeting your expectations. I will make sure to address this internally to improve our support services.

    In regard to your request for a refund and the option to purchase the plan again, I assure you that we take customer satisfaction seriously. Additionally, if you still wish to purchase the plan, I will make sure you receive assistance to ensure a smooth and hassle-free experience. Your issue is still under investigation, and the team is trying to fix this ASAP for you.

    I understand that your faith in our software has been shaken by this incident, and I deeply regret that we have let you down. If there is anything else I can do to regain your trust or assist you further, please do not hesitate to let me know.

    Thank you for bringing this matter to our attention, and I appreciate your patience and understanding throughout this process. We value you as a customer, and I hope that you will reconsider your decision to change the software. We will do our best to rectify the situation and provide you with a more positive experience moving forward.

    Once again we apologise for any difficulties you may be experiencing. Please be aware that according to the ?WP Guidelines , inquiries regarding the Pro Plugin cannot be addressed publicly.?

    Sincerely,

Viewing 1 replies (of 1 total)
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