No customer support, no bug fix

  • I use the paid version. Sadly this isn’t a serious solution. Here is why:

    First of all. The only emails you can send are HTML emails. You don’t have any flexibility. Your emails will sooner or later land into spam folders eventually. Many users ask them for supporting this years ago, no luck. They just stop replying or close the topic. Others probably stopped asking.

    Second, terrible support. There is an illusion of the support, but nothing else. Their replies are “It cannot be done” or “We don’t support that.”, even if you say, “But I really need that feature” as XX other users asked years ago, you have to forget about it or do it yourself. When I send support query, with actually bug fix – Woocommerce support doesn’t support product variations – with verbose description and all the details, the support told me “we will consider to support it” as short as this. So I asked “so how I will know the status of this”, they reply “if we do there will be mention in changelogs”. Great, thanks for nothing, that’s the lowest you can treat your client. Seven months later, they still didn’t fix it. It took me 15 minutes to edit the code and fix this bug. The current official version still doesn’t support that.

    Third, it’s tough to configure. I have IT background, I know how to code, and configure complex systems, but this was a challenge for me to make it work, and honestly, I still don’t trust if it will work in every case.

    I struggle with how many stars should I give it, as I tried to get the most of this plugin because it looks like it has potential, but not caring about paid customers support really pisses me off. The problems doesn’t popup on start, but after you put a lot of time in integration it into your website.

    • This topic was modified 4 years, 10 months ago by Adam.
Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author Stefano Lissa

    (@satollo)

    Hi, thank you for sharing your experience and sorry for this late reply, we were (and are) a little busy in adding free features to the plugin.

    The text version for newsletter is supported for standard newsletters when sent with an SMTP (using our SMTP configuration) or an external delivery service or the “direct mailing” of Newsletter. The latter option has been recently removed since we hook in a different way into the basic mailing function of WP to send the text part even when using other SMTP plugin.

    The text version is not available with Automated and in our activation and welcome email. Even if we are aware that text version is evaluated by spam checkers we rarely see the spam problem resolved or even raised by the missing text part. Usually the problem is the originating server, DNS misconfiguration, shared IP and so on. But, of course, the text part can help: every contribution to this free plugin is welcomed.

    Support is dedicated to bug fixing. Of course we take in great consideration feature requests, but they should of general interest for our users, otherwise it becomes a custom development. Probably we went wrong in promising something we then decided or have not time to implement. Lesson learned, we already discussed the topic and agreed to give a more clear response to that kind of requests.

    About the fix you mentioned, if you want to share it we can incorporate it, of course if it is not a specific fix for your case, otherwise it would be better to create an extension point like we do with themes, composer blocks and so on.

    Thank you, Stefano.

    Thread Starter Adam

    (@jarfar)

    Stefano, I understand that support is dedicated to fixing bugs, but it doesn’t do even that. And the way support replies, it’s far from being supportive.

    I send a bug report, and I get feedback, as mentioned above. The documentation for the Woocommerce module doesn’t mention that it works only with Simple Products, so the perception is it works at least with build-in product types, which includes Variable Products. So this is a bug report, and it was ignored.

    Recently, I stumbled upon more issues. For example, I tried to subscribe the existing user to new lists. The documentation says this supported and works fine, but the reality is it doesn’t. It results in the error “Email already exists”. Other people mentioned it multiple times on the forum, many months ago, and still didn’t get any answer from the so-called “support”.

    It’s a shame because the idea is good, and the plugin has potential, but the team behind don’t care about the users.

    Thread Starter Adam

    (@jarfar)

    • This reply was modified 4 years, 7 months ago by Adam.
    Plugin Author Stefano Lissa

    (@satollo)

    Hi, if you take the time to enter the subscription configuration page and and enable the “allow multiple subscriptions”, you can re-subscribe.

    Stefano.

    Thread Starter Adam

    (@jarfar)

    I have it set already and it doesn’t help add subscriber to another list via form, because of the reason mentioned above. I had to amend the code of the plugin.

Viewing 5 replies - 1 through 5 (of 5 total)
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