Fantastic plugin; very good support (earlier it WAS patheteic)

  • Review Update:
    To be fair with this fantastic plugin and also to its hard working author Jason, I must update my earlier review. My only compain was with support but during my use of this plugin and its support for more than four months, I have seen it improving week by week and now they are replying really fast (often within hours of asking). Now I’m very happy with both the plugin and the support.

    With this review update, I would also like to say few words about this plugin after realizing its potential by using it myself for sufficient duration. I think it is the best membership plugin one can find. With most of the plugins, it is always a trade off between what you want to do and what the plugin can do. But paidmembershippro along with its addons and with the CUSTOM CODE you get in support becomes just like you want it to be. Fantastic!

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    Previeus Review:
    It seams this plugin can be customized in any way you need, but if you can not do it by yourself without help of plugin author or his team, you may get left pulling your hairs without reaching anywhere. This is because Support for this plugin is pathetic. And no, I’m not talking of the “Support” provided here on www.remarpro.com forum. Plugin author Jason Coleman has clearly mentioned in his sticky thread “How I use these forums. Please read.” that he “spend less and less time answering questions in the www.remarpro.com forum” because he spend most of his working life maintaining PMPro, supporting paying members, and so on. So it will be unfair to expect answers on www.remarpro.com forum. I’m talking of the support provided to paid members.

    I’m “PMPro Plus” member (highest level membership on https://www.paidmembershipspro.com) and its unfortunate that I have found the support to be pathetic. To be fair, I must mention that it’s not that questions are not getting answered on Support forums for paid members. A fair number of questions are getting answered every day. The problem, however, is that no body knows which question will get answer. If questions are answered in the sequence they are asked, every question will get attended – sooner or later. But sadly, its not so. Questions are hand picked arbitrarily, in no order, so answer to your question depends on CHANCE, or luck if you believe! You may get answered within few hours of asking a question or may get waiting for weeks or for any indefinite period.

    I got overjoyed when I stumbled upon this plugin few months ago. I did little research, I bought the highest available membership because I wanted it all. But now I’m seariously reconsidering my decision. Though, I don’t want to!

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Jason Coleman

    (@strangerstudios)

    t2m, thanks for your review here. I think it’s fair. We have had trouble recently keeping up with the demand in our paid forums and response times are down. We haven’t been staffed well enough to absorb personal issues that came up and kept some of our staff from working.

    I’m trying to improve things by hiring more support resources (aiming to 3x to 6 support people) and generally trying to make it better.

    > Questions are hand picked arbitrarily, in no order, so answer to your question depends on CHANCE, or luck if you believe!

    We actually do have a system to how we tackle new threads. It defaults to first in first out, but also depends on some other things like how detailed the post is, how involved the answer is going to be, or if the thread needs to be escalated to myself or the designer.

    We also have our support people stay on threads from start to finish vs having multiple people hand off threads back and forth. This is best in general I think, but if you happened to be assigned to someone who had a family emergency and wasn’t working or were assigned to me while I was tackling a major bug for the plugin, you wouldn’t get a good response time. This isn’t acceptable to me, and I’m looking into ways for us to be able to help each other’s threads out when stuff like that happens.

    Anyway, thanks again for the review. I hope the things were working on translate into a better support experience soon and you’ll be able to update your post here.

    Also, not necessary, but I’d like to be able to put a face to you and/or know who you are on our member forums. If you don’t mind, please email us at [email protected] so I can know you better.

    Thread Starter t2m

    (@t2m)

    Hi Jason! Thanks for your clarification. It is well known that the majority of WordPress users have either no or very little skills in web technologies and depend hugely on plugins and plugin authors’ support. No matter how good a plugin is, it may become ‘boneless’ withourt support. So we, the non-experts, expect support of experts – in addition to good plugins!

    Anyway, going by what you say I hope things are going to improve and we will be able to maintain a long and fruitful relationship.

    PS: I do have a human name (my real name, in fact) on paidmembershippro.com instead of this alphanumeric-very-weak-password type one :-). I’ve mailed my membership card at the email i you provided.

    to an uninvited observer, Jason Coleman’s reply is very refreshing and encourages me to try the plugin (as we should all know it is not the purchase price that carries the most cost, it is the personal energy and time investment trying to get something to work that affects the value proposition)

    positive replies in support go a very long way to making a product filter to the top of the list

    regards,

Viewing 3 replies - 1 through 3 (of 3 total)
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