Poor customer service response- Booking Ultra Pro

Hello,
Thank you for your review.
I’m sorry to learn about your bad experience. It’s good to know that we replied to all your answers, perhaps our replies were not clear enough or perhaps we missed some of your questions, sometimes when we receive multiple questions within the same ticket we might forget to reply one of them.

We’re here to help and we’re improving our support day by day by adding new members to the support team.

I’m glad to learn that the plugin works well, and the only problem you had was that we didn’t reply one of your main questions.

That said, I would like to highlight that one of our supporter was working with you for at least 3 weeks. Almost daily replying all your questions and troubleshooting conflicts with either your themes and plugins, that’s something we just don’t do. Troubleshooting problems with your theme. You’ve opened about 6 tickets and I can say that most of them were resolved. It’s clear to us that when you pay for a product you expect to receive good support, that’s fine, however.. sometimes we can’t make the plugin compatible with all the plugins and themes around the WordPress world. That’s almost impossible, and we offer a refund from time to time. I mean.. if the plugin doesn’t work well for your theme we’re glad to issue a refund, that’s fair and we totally agree with you.

As for this

“After 14 days of daily requesting that they at least acknowledge”

, that’s not the way our ticketing system works, sometimes, people think that adding multiple replies to the ticketing system might speed up the response time, that doesn’t happen, instead of that that will take the ticket to the waiting list over and over again as explained on the support policy. I’ve checked that ticket and you’re right, you have added the same comment over and over again almost daily. Even when the issue has been resolved, “Please close this ticket. It has been solved”. Ticket #1618, you have posted the same message daily. :). I mean.. that’s fine, we don’t limit the amount of reply a client can add to the tickets, but.. adding that kind of message almost daily causes delays on 99% of the ticketing systems.

Again, we’re sorry about your bad experience with the replies we have provided to you. We will improve for sure. I’m very sorry if one of words sound rude, that’s not my intention, i am just trying to tell the whole story on the public forum.

Good luck for your business.

• This reply was modified 7 years ago by Plugins Area.

So what you are telling me is that it is my theme that is stopping booking ultra pro from working correctly?
Let me summarize.
1. I have a custom form “[bupro_appointment form_id=’8d8ig’]” that generates fields different from the default booking form.
2. A customer fills it in and presses submit.
3. I receive an email that has the customer name, appt info and blank fields from the original booking form.
4. I want to receive the customer name, appt info and filled in fields from the custom form.
5.Is there a shortcode that I can use that will send me the custom fields for the custom form just like the default form sends the custom fields from the default form to me in an email?

That is all that I asked. I have never gotten a straight answer to that?
If this is not possible tell me.
If it is possible please just show me one single shortcode, exactly as it has to be written. I will do the rest.

Thank you. If you will do this I will remove my 2 star rating and give you a 5 star rating.

@thejaxdoc,

We would be more than glad to help you with your issue through our ticketing system since this forum won’t allow us to offer support. It’s against the WP policy.

Then why did you close the ticket rather than answer the question. That is exactly my point. You do not seem to want to a=nswer the question. I tried for 14 days to get an answer. Then I registered this complaint and you tell me to open ANOTHER ticket. The last time I did that and opened another ticket you told me NOT to open another ticket. I will do this for the last time. I will open another ticket and state exactly the same as I did here!

no, the ticket was not closed, this is your ticket #1654, the other tickets were closed. Please get back to us. Cheers

• This reply was modified 7 years ago by Plugins Area.

On your last note you stated “no, the ticket was not closed, this is your ticket #1654, the other tickets were closed. Please get back to us.”
That is not correct! It WAS closed. Just look at the ticket timeline below!

Here is the timeline”
1. Posted on: 11/09/2017 14:42 (7 hours ago) by Franco Z. closing!
2. 5 hours later
3. Posted on: 11/09/2017 18:52 (2 hours ago) by Franco Z. I’m re-opening this ticket so we can find a solution

Yes the ticket WAS closed and is NOW Open again. I thank you for that. Now let us see if we can get the problem working. If my explanation of what I need is insufficient or even confusing then please ask me to restate it. I just want to be able to use Booking Ultra Pro to accomplish our needs.

Hi,

Actually, you would need a special email template which will be used only for your custom form, that’s something we’re talking about with the programmers. We hope to get something for you soon.

10 days ago you left me with a note stating that ” just wanted to keep you posted. We hope to release a new version that includes this special feature for you within 24-48 hours.”

So still no new version with the special feature that I requested. Please tell me when I can reasonably expect to see the new version ready for download.

what you’ve asked is a custom feature that’s on development, due the holidays the new version has some delays. Just as a reminder, this section is not for support and the the comments on this review might be closed by the moderators. You’re most than welcome to post reply on your open ticket.