Room For Improvement

Hi Dave,

I would like to confirm if you have viewed our official documentation here: https://tribulant.com/docs/wordpress-mailing-list-plugin/4189/newsletters-autoresponders/

You can also click on the links below to see all the articles.

You can also reach out to us via our support page on your website, if you need assistance. We’ll be happy to help and guide you with the setup.

We’re wondering if the 2 stars are for our Newsletter plugin as a whole or just for the autoresponders feature? I ask because this review section is for our whole plugin. Is something not working in the autoresponders? We use it successfully in our own website since we use our own plugin.

Edit: If you found any bug, we’ll need you to report it on our support page so that we can fix it. We’re always fixing bugs and adding new features.

The rating was intended to apply to our overall experience with the plugin, the quality of the instructions, customer service (or lack of), and logging in to the support page (which we were recently blocked from due to your system).

Regarding “You can also reach out to us via our support page on your website”… we are familiar with that option and have utilized it. However, the experience has been less than good when doing so. Only about half of our inquiries have been replied to and the quality of the responses was only fair. As of this writing, even our last inquiry was never responded to. We would have a difficult time recommending a service to others with these issues prevailing. Thank you.

We found it particularly interesting that you blocked us (a paying customer) from accessing your support page just after we left this review.

Dave, we absolutely did not block you. Now I’m wondering if you’re mistaking us with another company since I notice that you also reviewed another newsletter plugin with a similar name and provided a similar review.

Our Support site is here: https://tribulant.com/support/

We don’t block legitimate support, ever. We only ban spammers, scammers, and such.

Also, please note we don’t work on Saturdays. And, I tried to find your support requests by searching for a “dave” and for a “david” and I only found with this title: “Draft could not be saved!” – Is that you? On April 27. We answered on the same day. David replied on May 2 and our developer then fixed the issue on that same day after he had the chance to take a look.

If that’s not you, I’ll need a ticket number or other information to find you. I don’t see any other Dave/David in the past few weeks for plugin support.

Please note that for the past year or two, we’ve been under a high amount of volume of work and are understaffed. I believe many companies are facing similar situations especially since PHP and other updates are happening faster, which cause us to work harder. We have multiple businesses to manage as well and are doing our best so excuse any delay, though your ticket was quickly resolved, if that’s the one. Not all of our clients are getting tickets resolved that quickly, unfortunately, and it saddens us that we can’t resolve everything instantly, but it is the nature of our work. We need time to investigate, time to finish other work, and so on.

Waiting for your reply.

No, it was Tribulant. The system had blocked me for a time period (not using another autoresponder on wordpress at the moment). Okay, enough said. I hear you loud and clear. Your staff member today was more helpful toward a resolution. Prior to this, it was pretty frustrating having to wait an additional day for each reply when your other team member simply didn’t have the answer I was looking for. I finally was able to get the matter resolved because your staff member today was willing to reply with clarifications.

• This reply was modified 1 year, 6 months ago by dave10001.
• This reply was modified 1 year, 6 months ago by dave10001.

I’m happy he was able to help you! I still don’t know which ticket you’re referring to or your account name in our ticket center, but as long as we’re able to resolve the issues, we’re content. I also would like to mention that I’m sorry again for any delay. Multiple circumstances caused further delays (to the delay we already have =( ).

Have a great day!

Hi @dave10001 – it seems you started this review with low stars, then moved us up to 4 stars, now you reduced it to 1 star after we helped you and you were content. Can we know what seems to be the issue and what else we can do to make this right?