What has happened to support?

  • Resolved nexgraphics

    (@nexgraphics)


    2 years, 5 months ago

    What is going on with support? My clients are now waiting for WEEKS on a response, no one to talk to, no response, and no help, they are EXTREMELY FRUSTRATED. We put in TWO tickets, the first one two weeks ago, the second one on the 12th and yet AGAIN no response. They are EXTREMELY FRUSTRATED. What do we need to do to get support? They have a PAID BUNDLE with you guys are we are having issues. Since I recommended your product I now look like an IDIOT. Can we please get support>? Thank you

    The page I need help with: [log in to see the link]

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

  • Hi @nexgraphics,

    Thank you for reaching out and I’m sorry to read that.

    Over the past weeks, we have been dealing with an extreme number of inquiries about our recent major updates. Apologies for any inconvenience. Having said that, I’m surprised to hear about your experience, given that our maximum “time to first response” shouldn’t be even close to the number you’re sharing. So, I’m really curious to see what could be happening and how we can help you.

    I’ve checked that one of our support managers has answered your ticket on our premium support platform. Would you please be so kind to share the ticket URLs of your clients, so that I can see what is going on with that?

    Thank you,
    Juan.

    Plugin Support Abz

    (@abzlevelup)

    Hi @nexgraphics, reaching back to you here about your concerns. Would you be able to provide more information here as per my colleague @juanfra? We look forward to helping you with this one.

    Best,
    Abz

    Plugin Support Abz

    (@abzlevelup)

    Hi @nexgraphics,

    We haven’t heard from you in a while, so I’m going to mark this as resolved. Feel free to start a new thread if you have any more questions.

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