If support is important to you as a premium user, look elsewhere

  • Ceecee

    (@edicodesign)


    3 days ago

    The official wp repo plugin support page is ridiculous. Only time you get a reply from support is to tell you that you’re a pro member, you have to submit a ticket and it’s a WP terms/ condition that they can’t provide support on that platform. Peeking into their new discord and no elementor rep in sight; just their dumb AI “Ella” ?? If you’re not a pro member and they *can* legally help, it’s crickets.

    Ive also given up on tickets or reporting issues. It’s a waste of time 9/ 10 times. They won’t reply or they paste in something that has nothing to do with what I’ve asked (spent time taking screenshots, writing out a clear and concise report, screen record but then have to compress to upload to submit, gather all the relevant system info. Or my favourite is when they send an unrelated pasted reply then close the ticket immediately. After I’ve waited 10 DAYS for their first reply to my ticket.) Literally only one time a couple years ago I got a support rep that was truly helpful and dedicated to helping me. The rest have been useless. I bet there’s one dedicated person that’s trying to do 10 ppls jobs and pick up everyone else’s slack who are just sitting around and half-a**ing their jobs. Fire the ppl who won’t do their part.

    Look at the open issues on github. They wont fix foundational issues. It’s impossible to override a their styles , with specificity commonly at (0,6,2) and trying to parse through the amount of wrappers will drive you mad. I’ve been waiting TWO YEARS for a fix on foundational UI stuff but oh yay I’ve got a floating button??

    This is absolutely pathetic , they should be ashamed of how they treat their paying customers. I’m certainly not alone. Every two weeks I see another post on reddit about how terrible elementor support is and how isolated their users are feeling. And even community contributions and pull requesra where professionals try to help and fix their mistakes are not accepted. They don’t want to fix it but they won’t allow anyone else to either.

    and don’t get me started on the updates. A new update every 3-4 days that hasn’t been thoroughly tested and breaks thousands if sites? Great job guys. Newbies don’t know to turn off auto-update and that elementor is one of the only plugins that you MUST test in a staging website. Or you’re just inviting breaking changes. What a pile. What happened to integrity and doing right by your users, especially users who are paying a pretty penny for SUPPORT?? should be ashamed of yourselves.

    I could go on and on but save yourself the grief and go with Bricks or literally any other builder that will actually help paying users navigate and not subject their spaghetti code onto you.

    • This topic was modified 3 days ago by Ceecee.
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  • Hello Ceecee,

    Thank you for taking the time to share your detailed feedback. I understand your frustration, and I’m sorry to hear that your experience with support and updates hasn’t met your expectations.

    To clarify, while we actively monitor the WP repository, it is not an official support channel, and we’re limited in the type of assistance we can provide there. For direct support, Pro users have access to our dedicated support channels, where we aim to respond promptly and provide tailored solutions.

    Regarding your concerns about ticket responses, I want to apologize for any delays or irrelevant replies you’ve received. This is not the experience we strive to deliver, and I’ve shared your comments with our team to ensure we continue improving our processes. If you still require any assistance, please share with me your ticket number or send us a message to [email protected].

    On updates, we’re aware that frequent releases can feel disruptive, especially when they introduce unexpected issues. We’ve been taking steps to improve our testing processes and communication around updates, so users are better prepared for changes. Staging environments are indeed a best practice, and we’re working to make this recommendation more visible to all our users.

    Lastly, your comments on GitHub and community contributions are valuable. We do review submissions, and I’ll make sure your feedback about responsiveness and prioritizing foundational fixes is heard by the appropriate teams.

    We value your input, even when it’s critical, because it helps us grow and serve you better. If you’d like to discuss your specific concerns further or if there’s anything we can assist with now, please feel free to reach out directly.

    Thank you again for your honesty and for sharing your perspective.

    Best regards,

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