Premium support is a fiction

  • I have been a user of the Premium version since 2016 and in general I think the product is good. If you sign up for the Premium version you will get updates but do not expect to get any kind of premium support.

    They provide you with the ability to “contact support” and “submit a ticket” but there is no way to see your list of submitted tickets nor any way to check the status of a submitted ticket.

    I submitted a ticket last Friday, followed up with another on Sunday to see what the status was. It is now Wednesday and to date I have received ZERO feedback other than automated replies saying the tickets were received (but of course no link within the reply to the “ticket” in their system).

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  • Plugin Contributor Andras Guseo

    (@aguseo)

    Hi @robokev

    I was happy to hear that you like our plugin, and I was bummed to see a 1-star rating accompanying that.
    I hear your disappointment with premium support. Our support team has been overwhelmed a bit lately which slowed down our responses, but I can assure you that we look at every submission and get back to everyone.

    About accessing your submitted tickets: I hear ya!
    Based on your and other’s feedback we are continuously trying to improve our systems and processes. You can find the information about accessing past tickets in this article:
    https://theeventscalendar.com/knowledgebase/k/accessing-previous-support-tickets/

    We will try to incorporate that into the submission confirmation messages as well.

    Thanks for taking the time to submit your review and feedback! I hope your premium support tickets have been answered and even resolved in the meantime, and you will consider adjusting the rating of our plugin.

    Best,
    Andras

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