Copy of en email I sent to [email protected] over 24 hours ago, as yet no response:-
The title (only ref. I have) of the ticket that led to my review on www.remarpro.com was:
* “unwanted image rotate with mobile for portfolio & lightbox (#2)”
After the unexpected closure of the ticket that I felt was unresolved:
* I gave feedback within 30 mins starting from the Elementor smiley face scale email
+ (interesting that didn’t get your attention, but the www.remarpro.com comment did)
* I tried a follow up Contact form using that title
+ but have little to no expectation of that being have looked at as the ticket is closed.
I have raised a new ticket for the same issue, titled:
* “incorrect image orientation in Safari on iPhone & iMac for Portfolio, lightbox from Gallery and Slideshow”
I’m expecting at least 3 days of: credentials?, backup?, confirm allowed to change? questions plus time to refer from Tier 1 to 2 to 3 before this gets looked at, and I’m expecting it to be binned/closed without thought as being a repeat.
The ticket had the “(#2)” suffix as it was my second go at trying to raise this issue, the original ticket, titled:
* “unwanted image rotate with mobile for portfolio & lightbox”
that crashed and burned when the support team said they were unable to correlate the ticket with my account!
Titles of other tickets which left me unsatisfied with Elementor Pro support:
* “I want to be able to identify and see my open support tickets”
+ several responses telling me to look on the site, ending with the admission: “The ‘my tickets’ section has been removed lately”
* “Stuck on how to attach images to a post for use in Gallery Widget/Dynamic Tags=Post Image Attachments”
+ ticket closed before I could comment or add extra information
I’m angry and frustrated because I went an extra mile or two to assist your support in finding the underlying issue so that you can make *your*? product better.
What particularly angered me was on a ticket about images to be told, by way of ending the ticket, that it something to do with the image!
Well of course it’s something to do with the image – that was in the ticket title!
I fear that the “huge strides” you mention may be a combination of:
1. unnecessary questions to waste time until the client gives up
+ (but on an email log looks like activity)
+ (no checking that credentials have already been given)
+ (questions re backup & confirmation of allowing changes to plugins and themes etc., that should be tick boxes on the Contact form)
2. an over-zealous closing of tickets
+ (is rapid ticket closure your primary measure of support success?)
3. lack of reference # for customers to identify tickets
4. removal of the “view my tickets” area from the my.elementor.com site
5. the absence of the word “ticket” in the support area
Angry disillusioned customer expecting nothing in response to this except the off-chance of more filibustering.
Bye…
PS
The 50 or so images which fail under Elementor work fine with an old version of WPbakery in Safari on iPhone and iMac.
Unlike you I did not give up and now have a potential partial fix.
Of course you’ll have to read this and take the time to engage with me to find out what causes the issue and what and what the partial fix is.
