Really bad support system

Hi Romolo,

I’m really sorry you’ve had a bad experience with our support system. My name’s Cristian and I’m the owner of Modula Gallery Plugin. I’ve just got notified via email about this issue and thought I’d pop in and try to reply as best as I can.

Re. our support system:

I can see why ticketed support (what we offer, via email) might not be the best solution in time-sensitive scenarios such as yours. We’re striving to offer the best possible support to all of our clients, as fast as we can.

Offering live-chat support via Skype, WhatsApp or direct phone calls (what you suggested) is not something we can offer at this time nor was it advertised as a support channel on our website. Please understand that live support would have been considered an extra service and charged as such.

Re. access to your database & sensitive information

Due to the fact that usually plugins break down due to various exotic server configurations or conflicts between other pre-installed plugins or themes, it’s only our duty as web developers to try and investigate. When requesting access, we’re not looking to harm your company in any way, but only understand where the issue’s coming from. I do understand your point of view though and have instructed our support engineers to rely more on video guides or screen-sharing solutions, where you – the client, can see – in real time – what they’re doing.

Re. not helping at all

10 replies from our support engineer over the course of 5 days (that’s less than 12 hours between replies, on average) – I wouldn’t call that ‘unwilling to help at all’. I’ve just gone over & re-read the support tickets in which our engineer instructed you on 3 different occasions what to do, but you seemed unwilling to try her solution.

From what I’m currently seeing, you’ve actually managed to fix your issue – and I’m really happy to see you did.

Takeaway points:

You are very correct that our support system wasn’t the most effective one and probably communication could have been sped up if we’d only been using a live-chat system. We’ll be exploring solutions for this in the future.

To extend my apology I’m officially offering you a refund for your payment, if you’re interested in taking me up on this offer you can either reply here or on the support thread. It seems unfair that you’d have to go through so much trouble only to fix it yourself in the end. Clearly, we still have things to work on and improve and I will personally take care of it.

Thank you,
Cristian.

• This reply was modified 7 years, 10 months ago by cpothemes.
• This reply was modified 7 years, 10 months ago by cpothemes.
• This reply was modified 7 years, 10 months ago by cpothemes.
• This reply was modified 7 years, 10 months ago by cpothemes. Reason: underline isn't supported

Dear Cristian @cpothemes,
thank you for the prompt and comprehensive reply.
it would have been useful an equally comprehensive reply from your co-workers of the support system.

We spent this week fixing the issue and we are still working on it.

I expect this post not to be deleted.
There’s no need to reply.

All the best,

Romolo

• This reply was modified 7 years, 10 months ago by rrcstudio.

Thank you for taking the time to reply here Romolo @rrcstudio,

I’ve gone ahead and refunded the payment. I’ve also extended your license key and made it for unlimited & lifetime usage. This way, you’ll be able to use it on as many sites as you wish – that is, considering you’re still willing to give Modula a try after this ??

As I previously said, everything will be addressed in the shortest possible time.

If the issue was coming from our plugin, and you guys managed to fix it – we’d appreciate a pull request here: https://github.com/MachoThemes/modula-lite with the proposed fix. This way, we’ll make sure it gets added for our next update and anyone can benefit from it.

Happy (almost) week-end Romolo!

All the best,
Cristian.