Terrible doesn't work, none existent support

I apologize if it’s slightly a rant but my 5 month old is having trouble sleeping and due to my lack of sleep this kind of review frustrated me a little more than usual.

We have 125 5 star reviews and almost all of them reference the speed and quality of our support. So how is it that you are having a vastly different experience?

I rule it to the fact the for some unknown reason too many people have stopped reading altogether. At the very top of this support forum it clearly displays a thread entitled “Read this *before* you post!“. In it we explain that we do not monitor these support forums but instead you can request support at ninjaforms.com where we help everyone who asks for assistance very quickly.

Since the 1st of November alone we have received 562 requests for assistance. The requests have resulted in 1214 replies back and forth with those users to help them. Every single one of those users got a response within 24 hours. 95% of them got a response within 12 hours and 84% within 6 hours. Many users got responses on Saturday and Sunday evenings. So I take it a little personally when someone makes a completely false claim that support is non-existent.

Beyond the support we offer we have a lot of documentation right on our site. In fact your original question is very well documented right here: https://ninjaforms.com/documentation/using-ninja-forms/notifications/

The most frustrating part is that Ninja Forms is free. You can’t buy it. It is extremely robust and we could easily charge for it alone with all that it does but we don’t. We don’t because we wanted to offer a great plugin for the WordPress community. We wanted to give back. But instead of giving us the benefit of the doubt and contacting us as we’ve asked to get assistance, some just outright state things that aren’t true about the plugin.

I understand that you were frustrated that you couldn’t figure something out. I’m extremely troubled by that. Especially since we have gone out of our way to offer documentation and a clear path to get support for all those who need it. I’m not sure how we could make it any clearer although we will continue to try.

James, we delete reviews regarding commercial plugins. Add a ‘modlook’ tag to your thread if you spot one.

Since you’ve given a generously detailed reply I’m going to leave it open.

Thanks, Andrew. I will keep that in mind for next time.

An interesting angle on this ‘newedgemarketing’ fellow. When you look at his other posts, you will quickly notice a lot of “How do I get this to work” (or very similar) posts that complain about this or that not working. All are very short posts that do not include details like WP version, PHP version, hosting etc.

IMHO want’s everything to work out of the box without any learning curve on his end. I see it because very early on that was me. I want to thank you for showing extreme restraint toward the lunacy that this type of complaining represent.