Nice product, very poor support

Hi,

Please accept our sincere apologies for the manner your support ticket was handled; with such delays and poor communication.

I’d be happy to assist you with any new or existing issues you’re experiencing; and the opportunity to mend your initial impression of our support.

We appreciate your honest feedback and look forward to being able to assist you (better!) in the future.

Thanks!
Erica

Thank you for your offering to help.

The issue is that the thumbnails on the gallery come up black.

I support multiple web sites, the one I first deployed Envira on was wordpress.crossroadscycling.com (still in development).

This web site is on a VM that I manage. The second website that I tried it on is hosted on a shared site khmtt.cobrascycling.org and I saw the same issue.

I first reported the issue on Friday, March 6th. I stated in my message that the Gallery in question was accesable from the top menu “Gallery”. The customer then asked that I change the menu name to “Photos”.

I stupidly assumed a smart support person would see “Photos” and look there, but instead on the following Monday, March 9th, I received this:

>> – Screenshot attached. Please let me know where I need to be looking.
>>
>> Thanks
>>
>> Tim.
>>
>> —
>> Tim Carr
>> Lead Developer

It most likely took him more time to do the screen shot then to look at the top menu and notice “Photos”, but I’ll give him that one. I responded immediately and let him know it was changed to Photos.

On March 10th, I received this:

Please provide FTP access, so we can debug the issue. None of your images are being cropped / resized by Envira, which would indicate a permissions fault.

Later that evening I created a log in and password. The request was for access, and that is what I provided, the ability to see, but not change anything.

Then I got this email on March 13th (three days later!)

– I can’t do anything, then. I can’t enable a debug mode, I can’t edit an Envira file to find out the cause of the problem.

Sorry, don’t have a solution on that basis.

Happy to help when you revise the above.

Thanks!

Tim.

Tim didn’t indicate when he requested FTP access that he needed r/w privileges.

I responded that day with a FTP admin password to the site, also reported that I was having the same issue with a second site, and provided him admin FTP access to that site as well.

Now it’s March 15th and still nothing.

So why do I feel the support from Envira is poor?

From the Envira website:

Rock-solid support and updates You get access to some of the best support for a WordPress plugin in the industry along with timely and relevant updates to Envira and its Addons.

Nice promise, now I would like Envira to keep it!

So the saga continues… Support comes back saying the FTP credentials don’t work. I sent credentials for two sites, checked both, both worked. Not sure what the problem is.

Now wants WordPress admin. Didn’t ask for that before… delay after delay…

Hi Larry,

I’m sorry you feel our efforts are an attempt at making delays; as that is not our intention or goal.

I’m actually logged-in at this moment working to debug the issue and find a resolution for you as quickly as possible and have been doing as much since I received the additional login details you provided.

Thanks!

I feel the same – support is horrendous
I have a paid for version and have asked the same questions twice from within my Envira Account over about the last two weeks
No One there obviously
Again – horrendous support
Questions are:
Can you launch a lightbox gallery from just one image
Can you launch a lightbox gallery from say a link
I do not expect an answer
Also own Soliloquy but will never again purchase a plugin from these guys
Support for it was similar
Could be a culture or paradigm within their organisational structure
If they have one

So disappointing, was just about to pull the trigger on a Platinum Subscription as well ??

If you post here, it is possible that one of their support people will see it and contact you and work on the issue. Using the support channel provided when you purchase is awful, the person who handles those requests I found to be arrogant and basically worthless, however the person who handles support from complaints from this forum is really good.

The only issue I have at the moment is that I see frequent updates but can’t ever see what was fixed or added. When I click on the “information” hyperlink in my plugin list, I get an error, every time. Not sure why, but this developer does things rather unique when it comes to support, etc.

I have a bad experience… support is very, very poor…
I bought the best version and I’m very frustrated, in 2 months I never received reply by Tim (developer team).

Erica was beautiful, she tried to help me (3 or 4 days for replies) but this was not a solution.

The software is not quick as they say and it creates a very big and heavy images.
To use it you have to resize images manually…