Service is too slow [Updated]

  • Update: They did respond within the timeframe, however I still feel that waiting a day between each response can cause their customer support to feel very slow. The timezone difference doesn’t help either, I’ll get a response at 3am MST and know that even if I respond to them first thing in the morning that , I won’t receive another response until late the next day, this can cause things to feel dragged out. I liked it better when they had message support, at least then I could get a hold of someone when it was urgent. It feels like they’re making changes to reduce their support costs, which means a worse support experience for us as customers.

    Original review: The product does what they say it will, but the service is so slow. You will wait days between requests, and then when you get a response they won’t address all your concerns, it’s painful, especially when you’re dealing with a plugin that is critical to your sites performance. Just be aware of this going in.

    • This topic was modified 3 years, 8 months ago by byjillee.
Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author NitroPack

    (@nitropack)

    Hey @byjillee ,

    Thank you for bringing this to our attention!

    We appreciate your feedback and we’re working hard to ensure fast, high-quality support for everyone. We’re constantly hiring and onboarding more support team members so we can reply as quickly as possible.

    As stated on our pricing page, our current support response time is 1 business day for paid users, within our working hours (10-7pm EEST). The records in our system show that our team handled your requests within that timeframe.

    In your case, our team had to contact a third party and create a workaround so your website could run smoothly while our devеlopers were working on a custom solution. This is what caused the longer resolution time. However, all requests were handled in a timely manner, even with the complexity of the situation.

    Again, thank your patience and feedback.

    Good Morning,

    sorry but that is not true. I have an pay account and i always get an answer after serveral days. In urgend case as well.

    Sorry but that is for your service not acceptable.!

Viewing 2 replies - 1 through 2 (of 2 total)
  • The topic ‘Service is too slow [Updated]’ is closed to new replies.