The support team don’t know the meaning of “Before I buy”

Good morning.

I decided to use this channel to do a complaint.

I’m using the test environment provided by Woocommerce to test Product CSV Import Suite, which is a cool way to validate your process before buying the plugin, and I had a doubt.

Then I sent an e-mail using the form, using the option “Before I Buy”, and the answers were surreal.

The first guy wrote a long e-mail to explain that I didn’t have the plugin on my account, so I couldn’t receive support. But even then he did a test using the data that I sent, and write to me that everything is fine, but the reason of my doubt was on the printscreen that he sent.

I complained, and another support analyst sent another email:

“Your initial questions said “I’m testing the Product CSV Import Suite with a CSV file containing 7 products”. Since it’s not possible to test our products without purchase, it is necessary to provide an order number for questions about testing.

We will be happy to assist with further troubleshooting with an order number.”

The conclusion is that the support team didn’t know your own website, and didn’t try to understand the situation or the customer’s question.

This is not the type of behavior that a customer expects from a company like Woocommerce.

Regards,

Emanuel