Unresponsive support in critical situations

  • Very disappointing, unresponsive tech support. The plugin has critical issues with WP 6.1.x. Doesn’t load photos in Bridge theme, doesn’t load galleries in another theme. We have this plugin installed in several sites, sent multiple tickets, support responded twice with a question and a request for admin access… since then, no response no action. Every exchange takes 2-3 days to get the next response… and nothing happens. The problem is our clients’ websites don’t display correctly while WP Touch take their sweet time to respond, and we are basically left holding the bag. That’s a sorry state of business, this plugin used to be great with good tech support. Not anymore.

    • This topic was modified 1 year, 6 months ago by PhilChav.
    • This topic was modified 1 year, 6 months ago by PhilChav. Reason: Typoes
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  • Plugin Contributor WPtouch

    (@wptouch)

    Hi Phil,

    I’m sorry you feel this way. We actively monitor our support channels for inbound messages from customers and try and respond as quickly as possible. We apologize for any issues you’ve faced, but please let us respond to each of your points individually, as your comments seem a bit off to us:

    1. We received an inbound from you on April 21st (Friday), with reference to issues with Ninja Pop ups. We responded on April 24th (Monday) with exploratory based questions to try and diagnose the situation. You responded on April 27th with the required diagnostic answers, and we responded on April 29th with a potential solution, as well as an ask for temporary access to view your WP Dashboard (as this is usually helpful for us to diagnose). We did not hear anything back from you after our last response on April 29th. So we have trouble understanding your on “no response, no action”, as we never received a follow up response from you.
    2. There was no reference to the other issues you mention (i.e. photos loading in Bridge theme, loading galleries in another theme). WPtouch works well with most themes but, as expected with most plugins, other plugins sometimes result in compatibility issues. If you raised these issues with us, we would have gladly been able to look into these for you to see if there was a solution to have WPtouch work correctly. In many cases, there is a solution, but if we are not aware of the issues you reference, it is impossible for us to help troubleshoot.
    3. There was no mention in any of your communications of the critical nature of these requests. While we try and respond as quickly as possible to customer support inquiries, we respond to tickets on a first-come first-serve basis. I hope you can understand this.

    We’re happy to continue helping you diagnose and troubleshoot the issue. We received an inbound from someone who appears to be with your Company this morning (they queried the same issue on the same website, so we inferred you are on the same team). We responded within 6 hours of receiving the message and currently are waiting for a response.

    If there were emails or communications lost somehow that we aren’t aware of, please let us know how and when you reached out to us. The current methods of reaching us are emailing [email protected] or via the support.wptouch.com page.

    Thank you,

    WPtouch Support Team

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