Great potential let down by lack of support

  • As per the title.

    Sent a bunch of pre-sales questions 3-4 weeks ago, but no reply. Lack of reply when trying to get your money (i.e. before you have actually bought the product) is a bit of a red flag for the level of support in the future when they already have your money.

    Made a couple of posts on the support forum here just over a week ago, and again, crickets. Yes, yes, I know, support is voluntary on here.

    Reading previous reviews, the level of support, or lack thereof, has been an ongoing issue. Given the paid option is not cheap, IMHO, they need to lift their game.

    The project I was thinking of using it for fell through so no further interest in it at this time. I certainly wouldn’t write it off if the basic free version meets your requirements but rigorous due diligence is required if looking at further functionality.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author Nirmal Kumar Ram

    (@sagarseth9)

    Hi @cebuss,

    Thank you for bringing this issue to our attention, and please accept our sincerest apologies for the lack of response and support you experienced during your pre-sales inquiries and on the support forum. We understand that this situation has been frustrating for you, and we genuinely regret any inconvenience it may have caused.

    We would like to provide some context regarding the problems you encountered. Recently, we underwent significant changes in our infrastructure, which unfortunately resulted in unforeseen issues within our team. These challenges affected our ability to respond promptly and adequately to customer inquiries, including pre-sales questions and support forum posts. We acknowledge that this is not an ideal situation, and we are taking immediate steps to rectify these issues and prevent similar occurrences in the future.

    We understand your concern about the lack of response during the pre-sales stage. It is crucial for us to demonstrate a high level of support and reliability to our potential customers, even before they make a purchase. We sincerely apologize for not meeting your expectations in this regard.

    You can reach out to me directly on nirmal[at]magnigenie.com and I will make sure to provide to prompt support any help if you may need in future.

    Regards
    Nirmal

    Thread Starter Diabolo

    (@cebuss)

    Hi @sagarseth9, these things happen. As mentioned, currently I have no use for such a plugin but if the need arises again in the future, I haven’t written your plugin off totally so you never know. I hope you guys get your internal issues resolved and you continue to grow. Good luck ??

Viewing 2 replies - 1 through 2 (of 2 total)
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