Support completely disappeared once we paid for the Pro version

  • In October 2020, we tried out the free version of Users Ultra. A pre-sales enquiry we made was answered within a few hours, so we were assumed that there was a robust support mechanism behind the software. We purchased the Pro version on the strength of the answer to our pre-sales question.

    However, once we had purchased and installed the Pro version of Users Ultra, we found that it did not function correctly on our site. We therefore requested assistance by logging a technical support ticket with Users Ultra. Our support ticket went unanswered and so six days later we resubmitted it. This support request too went unanswered and so we requested a refund under the terms of their 30-day money back guarantee. Perhaps not surprisingly, this request was ignored as well.

    We now had three open tickets on our Users Ultra account and, because it turns out that this is the maximum number of open requests you can have, we could no longer contact them through this route. We tried emailing directly to the technician that had given us the initial pre-sales support but, again, heard nothing back.

    Fortunately, we had taken screenshots of the support section of our Users Ultra account showing the dates of our last three support tickets (those logged since paying Users Ultra and including the refund request) and that they were all still showing as “Unassigned”. As we had used a credit card to make the purchase, we were able to send those screenshots to our card supplier as proof of the lack of support and claim our money back.

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  • Plugin Contributor Plugins Area

    (@usersultra)

    @nickburton,

    Thank you for your review. We are sorry to learn about the issues you have experienced with the plugin. We are not allowed to talk or offer support about the Paid version of the plugin on the WordPress forums.

    However, I would like to clarify that we are a new company, we are going through a transition.

    The main thing we have done is offering about 90% of the plugin’s features for free. Also we have improved the coding.

    It’s true that we have experienced some delays on the support on the last weeks. That’s something we are improving day by day.

    Providing a highest level of support to everyone is very important to us.

    Once again, we apologize about the issue you experienced with the plugin.

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