I think their support has quietly quit

  • You can buy the premium for everything, just don’t expect much. If you have a very simple issue, or very common problem, and you message them for support, you will find yourself answered by a question. Which seems fine, at first. But if you answer their question, you will be answered with another question. Guaranteed. And it goes on like this. And the questions they answer you with get more irrelevant. I’ve come to realize that they must have quietly quit. Because they can’t claim they aren’t answering me. But they certainly are not doing any sort of work. I mean, you don’t even need to buy AI to get a program to spit out a question every time a customer contacts you. But they seem to be paying actual people to do this; because AI never continues to answer questions with questions. It’s sad. If I actually get this issue solved, it will be on my own, for sure.

    Furthermore, if you think you’re going to buy the premium theme and be able to serve actual responsive images with GeneratePress, think again. The only way you’ll be able to do this is if you pay them rent for their premium blocks – in addition to the rent for the premium theme. It’s an extortionist business model.

    I just looked over their premium blocks. I might have considered purchasing it, except for the fact the only thing I want from them is to be able to serve actual responsive hero images (not what they claim is responsive – ie cropping). I’m not paying rent to be able to serve images. Thanks. I’ve apparently wasted my money, and no one at the company cares.

    • This topic was modified 7 months, 3 weeks ago by iamrickjames.
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  • Theme Author Tom

    (@edge22)

    Hi there,

    Thanks for taking the time to leave a review.

    I went ahead and reviewed your topic that brought on this review – I’ll post it here for context: https://generate.support/topic/recommended-way-of-assigning-different-image-sources-for-responsive-hero-images/

    While discourse like this can sometimes be frustrating, it usually ends up saving a ton of time over us guessing the answers and providing solutions that won’t work for your specific scenario. We do our best to get a full understanding of the situation at hand, so we can provide the best possible answer/solution.

    It looks like David ended up doing exactly that.

    As for the extortionist business model comment.. I do not see any reference to GenerateBlocks Pro, and I’m certainly not seeing anyone telling you to buy it.

    While what you’re doing sounds like it should be easy (I don’t disagree with you there), it’s simply not due to the way WordPress creates and serves up images. The answer that David provided was incredibly detailed, and it looks to me like he took a lot of care to write it up so it would solve the issue and be easy to follow.

    While I am of course biased, I believe we have one of the best support teams in the industry. We have certainly not “quietly quit”, and we will continue to help our users in any way we can – even if we have to ask some questions to get there.

    This is probably the most unfair review I’ve read in my life. The Generatepress support is incredibly awesome. I am a Generatepress user for years and have never ever been disappointed. Honestly, sometimes I was even happy having a problem, since the support is always such a great experience.

    This 1-star-review does not reflect GP support.

    Being a GP and GB user I was able to read the thread that spawned this review. And following it one can see that the GP support team did take their time to thoroughly go through the issue and provide a solution. In detail.

    How Rick came to the conclusion that the shortcomings of WP are actually the fault of Generatepress is somewhat interesting. However I understand that he was frustrated and felt the need to relieve himself.

    Also: in all my years needing the GP support they have always solved the problem. Sometimes it took ~15 minutes for an answer, sometimes a few hours. But they never let me down.

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