Poor Support Experience with Groundhogg CRM

I purchased Groundhogg CRM and it worked relatively well for several months. Then a software update came out for the plugin and it suddenly stopped working. Specifically, it didn’t communicate with the cron service that Groundhogg recommended. Groundhogg claimed my host blocked the external cron job service.

My host and I configured a server-side cron job and Groundhog still failed, which means that Groundhogg’s excuse that their service failed because my host blocked the cron job was not the issue.

The response from Groundhogg took several days and two tickets, and was rather hit or miss for about a week. They blamed my host. They blamed my cache plugin. They blamed my installation, but that was vague and never specified if it was WordPress or Groundhogg’s implementation that they blamed.

What they never considered or addressed was whether the software update caused an issue. Sadly, they never fixed the problem and I had to use another service.

Posts about this issue on their Facebook Support Group (which they link to from their web site as a support group) were deleted, with the excuse that my issues may turn off some new buyers and Groundhogg had to manage their reputation.

So let my experience be a warning to you. Your business is not at the front of mind for Groundhogg. It’s all about their reputation, not customer success.