poor customer support

  • Anonymous User 13302461

    (@anonymized-13302461)


    3 years, 10 months ago

    Plugin good at first glance.

    The main problem I have is that it isn’t perfect for membership site, hopefully they can fix this.

    If a WP user creates a support ticket, but enters a different email address than the one on their account, KB-Support doesn’t link this “KB-Support customer” to WP user, instead creates a new “customer” in KB Support.
    This makes for a lot of extra work trying to find the actual WP user (when trying to change their details, or fix account problems, etc), especially a problem for me running a membership website.

    I have tried deleting the duplicate KB-Support customer, changing the email address of the other KB-Support customer to the new one (matching the WP user email address), and it still doesn’t link to the WP user.

    • This topic was modified 3 years, 10 months ago by Anonymous User 13302461.
    • This topic was modified 3 years, 10 months ago by Anonymous User 13302461.
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  • Hi @welshdemon,

    Thank you for reaching out!
    We are so sorry for the disappointing support experience. It was definitely not our intention as we do our best to help all our users. We clearly missed the mark in your case and for that we apologize.

    I was able to find your support tickets and indeed we offered twice the same solution. I am sorry we gave you the impression it was just a canned reply, it was not. We received 2 tickets from 2 different emails addresses, otherwise we would not have responded with the same solution knowingly we already suggested it and you tried it. I understand your frustration and in the future we will do better at communicating solutions.

    With this in mind, I can see in your support thread that you were actually looking at the ‘description’, not the ‘subject’ as we suggested. Also, as Michael offered, the field needs to be mapped to ticket title to have that option visible.

    Nonetheless, once again, we are sorry for all the trouble and miscommunication. If you are still having issue let us know in the support thread and we will reply there.

    Respectfully,
    Mihaela

    Thread Starter Anonymous User 13302461

    (@anonymized-13302461)

    Thanks for reply. hopefully your support ticket replies will have that info about the field being mapped added. I have edited my review.

    Now just what remains is the rather big issue mentioned in my review.
    As I have to update many membership accounts every day (premium membership expiry date etc) as I lost automatic method (payment gateway closed my account) and this problem keeps coming up. I guess I could hide the “email” field but this is less than perfect if user wants support reply to go somewhere other than their WP user_email address.

    Thanks

    • This reply was modified 3 years, 10 months ago by Anonymous User 13302461.
Viewing 2 replies - 1 through 2 (of 2 total)
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