Unresponsive support

  • Unfortunately my experiences with the support team are so bad that it outweighs the ease of the plugin itself. I am trying to use Ninja Forms with the Stripe plugin for a simple payment processing but reach a dead end. A problem with Ninja Forms itself makes it impossible for me to update. When mentioning all of the above in detail to the support I get told to update — which is impossible — and am ignored afterwards. It has been more than three days since my initial contact and almost 24 hours since my follow up without another answer. And all this happened AFTER the form went live as the problems did not occur in Stripe Sandbox mode. So next to paying for the plugin this has cost me and my client money, damaged my reputation, put my client into an impossible situation with their customers and is met with absolute silence from support. I am very disappointed with this.

Viewing 7 replies - 1 through 7 (of 7 total)

  • @miheins, I had the exact same experience. I don’t mind a few hiccups but the last problem and the MIA of the support team were too much. My client has lost some faith in me and that is a big problem. If it was addressed timely I would have rated it well. Bad for everyone’s business.

    Plugin Contributor Zach Skaggs

    (@wpnzach)

    Can you reply with your ticket nubmer or more information about your issue so I can track down your ticket to see what might have happened? I can’t find anything matching your ticket description and it’s certainly something we want to look into right away.

    I take personal responsibility for your poor support experiences as our support manager, and I want to make them right and get you up and running. There’s no excuse for the support experience that either you, @miheins, have described or @diggetydog and I’m working hard to get to the bottom of it.

    Our entire team is currently working in support mode to finish smoothing out the rough edges of the 3.0 launch and provide a great, stable experience for our users. Please know we’re trying to do right by you. I’m sorry we failed in that this time.

    Thread Starter miheins

    (@miheins)

    Thanks for your reply Zachary. Unfortunately I do not have a ticket number as I kept replying with more details to the email thread that started with your autoresponder. However, if you look at the single answer I have received from Justin at SEP 26, 2016 | 08:13AM EDT I am sure you will find the threat I am talking about. You will notice that this answer is almost a day and a half ago and that my follow up email three minutes later was ignored along with my two follow up emails. I have by now lost the trust of my client entirely as the hard deadline they imposed is missed by a long shot. Please help me to get this to a dignified end at least.

    Plugin Contributor Zach Skaggs

    (@wpnzach)

    I was able to find your ticket, and it looks like we asked for some additional information from you on September 26th at 8:13am. We’ve received messages from you since then, but they still do not contain that information. Your followup email complained about the length of time to get a support response, but I would like to point out that we promise a response to paid users in 8 business hours. You sent your initial ticket at the end of the day on Friday and received a reply from us at 8:13am on Monday. I apologize if we did not set this expectation properly on our contact page. We do list our hours of operation there to help clarify our support response times.

    Once we get the additional requested information from you, we definitely want to get you up and running quickly. I’ve assigned your ticket to myself to handle personally.

    I would also like to point out that according to the error message you received from Stripe, the issue is very likely your hosting environment and not the Ninja Forms plugin. I don’t know your exact platform, but it appears Windows based and you’ll likely need documentation like this to proceed: https://support.quovadisglobal.com/kb/a433/how-to-enable-tls-1_2-on-windows-server-2008-r2.aspx

    Thread Starter miheins

    (@miheins)

    Thank you for looking into this!

    1. If your support hours and operating times are interlinked I absolutely understand that. I have to admit that I did not make that connection in my head and expected that as a customer having paid for the Stripe Addon 8 hours are 8 hours, not 24 operating hours. Having had this issue at the end of the week did not help. I apologise for that, you do state it quite clearly.

    2. I think what bothered me most about the entire situation is the lack of communication. There are obviously steps that I could have taken (like the hosting issue) that could have been added to the initial answer. I understand that providing admin credentials is the ultimate step. But giving access to a live client site with live Stripe keys if the likelihood of it being a hosting problem is high seems like a last resort rather than a first step to me.

    In the meantime I have gotten an answer from your support and provided admin credentials so thank you very much for helping me out here, I appreciate it.

    Plugin Contributor Zach Skaggs

    (@wpnzach)

    No worries at all, we’re happy to help. We’re working better on communicating with customers through difficult issues, and we didn’t make it clear why we asked for the credentials.

    Our first line of support aren’t developers, just experts with the product. The TLS warning wasn’t initially understood which is why we asked for credentials. I’m looking into your issue now to verify a few things and will message you back privately via email.

    Hmmm…

Viewing 7 replies - 1 through 7 (of 7 total)
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