Terrible Support

  • Don’t expect a reply to your questions on this plugin unless you send them a pile of $. Here’s a quote from them over a week after I left a previous bad review complaining about being forgotten about:

    “If you have used free plugin, there are no timeframes for support responses,
    everyone is a volunteering their free time and sometimes you may get a no response at all. –Yui”

    Would have been nice to know this BEFORE trying to contact them and expecting a reasonable response. But I learned the hard way.

    Why offer chat help if you’re not going to respond in a timely fashion?

    Why didn’t the chat bot tell me I should pay to expect a timely response?

    Their response to my initial review that they didn’t like took over a week. Let that sink in.

    If you’re looking to use this plugin, I’d think twice about giving these people money due to their lack of transparency and carelessness at the top. Glad I didn’t pay them a cent.

    Tommy

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author templateinvaders

    (@templateinvaders)

    Hi Tommy,

    Thanks for your time and the reviews.

    We just have a few notes on your review.

    Don’t expect a reply to your questions on this plugin unless you send them a pile of $.

    You don’t have any experience as our paid customer so why you wrote such things again and again?

    You posted a quote from the community moderator that did try to explain to you the simple basis of how this community designed from the point of support. The idea and rules do not set by our team. We are as authors spending our time and money to provide free support to our users as much as possible.

    In your case, you requested some help with customization and you got it for free in a timely manner. You even never replied after you got the code but successfully applied it all on your website. We never asked you about any payment opportunity for our product or service also. Everything is clear on this point.

    In any way, we are really proud that you chose our plugin and using it on your web store! That’s mean a lot to us.

    Kind regards,
    TemplateInvaders Team.

    Thread Starter tommyvaughan

    (@tommyvaughan)

    That statement is true and my experience. If you don’t send a pile of $, you won’t get a timely response. I think you even say that in a round-about way in your excuse laden response.

    I would hope that you would have a better response for those that are crazy enough to send you a pile of $ up front. But I’d really doubt it based on how you treated me. There are others on here with the same type of complaint. I’m not alone.

    You did help out a bit at the top. Told me it would be a “few hours” to get back to me which was fine. Then I got NO RESPONSE for 2 DAYS. Nothing. Tried email, tried the chat thing again a few times. Nothing. I’m left wondering what to do. 2 days is not a “timely manner” when told it would only be a few hours. If you can’t agree with that then you really have a bigger problem than I imagined.

    THEN TWO DAYS LATER….YOU ADMITTED TO ACCIDENTALLY CLOSING THE TICKET. Important point there you failed to mention.

    If I needed to send money to get a more timely response, I wish that you would have told me up front. Not AFTER things went south on your end and you get a bad review. So, instead of an apology from you, I get blamed for not being a “paid customer”, excuses about why your support sucks, and rosy lies instead of explaining what actually happened.

    Being blamed for you dropping the ball is pathetic.

    • This reply was modified 3 years, 9 months ago by tommyvaughan.
Viewing 2 replies - 1 through 2 (of 2 total)
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