Warning against premium service

  • The paid service was a disappointment. You pay 99 dollars a year for “premium support” but will not get any better or faster support than what you get with the free version in the WordPress support forum.
    When you submit a support ticket, you will get an autoreply stating that “we usually reply within a business day”. This leave the “opening hours” completely insignificant, as they make no commitment what so ever about how long it will take before they will help or even answer. It is not possible to get urgent help in a critical situation. Even if your site might be down or without firewall. This is not the impression given before you buy.
    Other internet providers and services in the $ 100 range offer 24/7 support or at least live chat.
    I am currently without firewall and have given the information requested. No one is replying to my ticket updates all day.
    I urge you to consider this info before paying for premium service.
    Thank you.

    Update: One day later, still no answer from support. $99 well spent.

    • This topic was modified 7 years, 7 months ago by johnwerner.
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  • Hi johnwerner,
    Very sorry to hear you had such a negative experience with Wordfence support. We have recently hired and are in the process of getting our new staff up to speed so hopefully you should see an improvement on our response times in the near future.

    Thanks for your feedback.

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