Not impressed with support…

  • This is my initial feedback but I am now satisfied with the support.

    The type of plugin that this is, some level of expediency would be expected when there are issues with a paid premium version install.

    Unfortunately, that has not been my experience so far.
    I have been lucky to get even one response per day and no solution, as of yet (contacted on Monday, it’s now 11PM on Thursday).

    It doesn’t seem they are really actually looking at the error message I sent and responding to it.

    I am rather disappointed and feel like once they get your money, they don’t really care anymore. Which I find kind of odd since it is a monthly subscription.

    Anyway, if it works then you probably have nothing to worry about. But if you ever need help with their plugin, best of luck to you. I hope it turns out better than it has for me.

    I will respond with more info below.

    • This topic was modified 3 years, 3 months ago by gmltw.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author alekv

    (@alekv)

    Hi @gmltw

    I’m trying to respond to every request within 24 hours. That is not always possible, especially in the past weeks where we have run into a few bottlenecks caused by moving office for instance. But I’m also not always that slow (if you think 24 turnaround is slow). Often the type of issue and my availability allows me to answer much faster.

    I’m not sure what type of issue you are facing, but I guess it is not a simple one, which always takes more time to process.

    Also, currently I am in the process of hiring additional support staff. But it has been taking much longer than I expected, because it is difficult to find the person with the right qualifications.

    I hope you can be a bit more patient until your issue gets resolved.

    Thanks
    Aleksandar

    Thread Starter gmltw

    (@gmltw)

    Thank you for sharing the situation. I now understand the reason for the slow response.

    I really appreciate the time you spent in locating the issue and you will never truly know how much it means to us.

    In the end, for those reading this, the problem was my own ignorance. I had deleted the salts during a security breach and forgot to install new ones. The plugin was looking for the AUTH_KEY and there wasn’t one.

    My experience with the app before we went down from the breach has been completely positive.

    I now understand the reason for the slow response times and apologize for adding any stress to your day (as I know it is stressful to move and not be able to find adequate help when you need it).

    I appreciate that you took the time to work on our issue in spite of my impatience and your situation.

    Thank you!

    Gary Morris

    Plugin Author alekv

    (@alekv)

    I appreciate that you took the time to work on our issue in spite of my impatience and your situation.

    All’s well that ends well ??

    (That’s translated from German, so I hope it has the same uplifting meaning as in German)

Viewing 3 replies - 1 through 3 (of 3 total)
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