Paid version = 1 week of support

  • The plugin is OK. But the support model is shocking. I bought it and then didn’t use it for a while. When I tried to use it I found some annoying bugs. When I emailed support the reply is “Your 1 week of support has expired – Please buy a support plan for continued support”

    Also I noticed in their forums that people had asked the same question as me but the reply is to put in a support ticket and the resolution is never revealed.

    Sorry – you have lost a customer that has already paid here. I’ll be seeing what else is on the market.

    Also – what is it with what seems to be their own reviews? (5 Stars of course)

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author Varun Sharma

    (@contact-banker)

    Thanks for the comments. We appreciate it!

    Firstly, This forum is only for the Standard Users, so it would be nice that if you raise questions on our paid support rather than on www.remarpro.com

    Secondly, you purchased it over 2 months ago, and asking for premium support today whereas the Eco Version(a low cost model) offers support for only 1 week.

    You should have accepted the fact that you are seeking support for a product which is out of premium support period!

    Thread Starter Glenn.955

    (@glenn955)

    Thanks for your reply – my comment is a reflection on how I feel about the support I have received.

    I did raise my question with support and was told that my (1 week) support had expired. Even if I had purchased the next level up you still wouldn’t be giving me support. The level after that includes installation on 5 domains and I don’t need that. You talk about premium support – this seems to imply there is a non-premium kind of support but my experience today reveals that you pay for support or you get no support. From a users point of view, support is important, but I feel you see it more as a revenue generating service.

    I use forums as a tool for solving issues. In the last month on your forum there are 10 posts for this product. Only 2 of these have a reply. One posted hours ago gives a good reply. The other post that got attention from support also got comments from 4 other users, but no solution is shared.

    As I said – the product is ok. I would be happy to continue using it. But the support model needs to change. In the meantime I have found another product that I will use. Few dollars more – but they promise lifetime support. That is important!

Viewing 2 replies - 1 through 2 (of 2 total)
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