Great product when it works, AWFUL customer support

  • Generally, I have to say that Elementor is a great plugin. It has so much functionality and can build great looking sites BUT…the problem comes with the customer support. When something goes wrong and you need to contact customer support to resolve the issue you can be left waiting over a week!!! Not good when you’re trying to run a business.

    I don’t expect to never encounter issues but what I REALLY don’t expect is to have to wait 8 days to get a partial solution and still not be able to use the editor properly after more than 8 days. Much improved customer support and communication really could fix all of the issues I have with Elementor but I can’t run a business when I’m waiting so long to even use their product. I really can’t recommend a plugin when it can have such a negative impact on your business.

    There was a bug in the recent Elementor upgrade that meant that global elements do not work correctly when there is more than one global element in a column. I accept that bugs happen. That’s not the issue. This particular bug meant that I couldn’t amend the element, nor could I even edit the pages concerned with Elementor page builder. Again, not an issue if you can contact Elementor support to help fix the issue. I raised a ticket and 2 days later got a response. I replied immediately with the information they required and had to wait another 2 days for a response, replied again and then had to wait 4 days for another response!!! Still with no fix. Only when I repeatedly contacted Elementor to complain about the lack of support, did I start getting a response. The issue was partly resolved after 7 days meaning I could at least edit my pages (somewhat) again. I continued to contact elementor to try to resolve the remaining editing issues and yet again, no response at all.

    Very poor plugin due to almost complete lack of customer support.

    • This topic was modified 3 years, 4 months ago by linguamasteri.
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  • Elementor

    (@davidr90)

    Hello @linguamasteri,

    Sorry for the inconvenience you’ve had with our product and support.

    We are constantly improving our customer support and user experience. Also, we are trying to be in constant contact with our present and future users.

    We would like to hear your story and see what we could do better, so please write to our Customer Service Quality team [email protected], and I’ll make sure they are aware of your situation.

    We do appreciate your feedback, thanks!

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