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Reply To: Bad Experience, Use WP Support Plus instead.

awesomesupport — Fri, 28 Apr 2017 06:47:21 +0000

Hello:

Thanks for what can only be called a vindictive review after less than 24 hours of being a customer.

“user support is slow” – you got your first reply in less than 12 hours. Most businesses provide the first reply within 24 hours and many state that their first response time is within 42-72 hours. Some of the biggest businesses in this industry will eventually get around to responding to a ticket within a week.

We closed your support ticket because of your language, attempt at reputational blackmail and threats to sue. You are free to open a new ticket at any time as long as you’re looking for true support for your purchased product. We generally respond to questions within 24 business hours and would still be happy to help you.

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ziwotop — Fri, 28 Apr 2017 07:02:07 +0000

So you think acusing me of trying to use your software for free is good support? You’ve been abusive, accusatory and defensive rather than what support should be which is to help the customer who bought your product and had a fault with it that you couldn’t fix so you blocked the support ticket.

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awesomesupport — Fri, 28 Apr 2017 07:22:28 +0000

Hello:

As mentioned above, you are free to open a new ticket at any time. However, we do reserve the right to close a ticket if disrespectful or foul language is used.

Thanks.

Reply To: Bad Experience, Use WP Support Plus instead.

ziwotop — Fri, 28 Apr 2017 07:32:54 +0000

Idiot is not foul language, it’s a word used when someone is acting in a manner that’s seems stupid or ignorant. So it perfectly describes your support, you ignored my request for a refund & you treated me like I was a Pita instead of a paying customer who informed you that your product has bugs. It’s just a shame you’ve put more effort into being defensive and trying to make out I’m a thief rather than helping me.

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awesomesupport — Fri, 28 Apr 2017 07:49:47 +0000

@ziwotop – we would love to help you. But we asked you ONE question in the ticket you opened and all we got back was threats of lawsuits, reputational blackmail and disrespectful language. The ticket was getting pointless and going nowhere. If you indeed need support, please open a new ticket and we would be glad to help. So far you have not actually answered the one question we asked let alone allowed us to even help you in the troubleshooting process.

So, once again we’re letting you know that you can open a new ticket any time you want our help.

Its 3:00 am here now – way past our normal support hours. Hopefully we see a new ticket from you tomorrow when we start up again.

Thanks.

Reply To: Bad Experience, Use WP Support Plus instead.

ziwotop — Fri, 28 Apr 2017 07:57:21 +0000

For the record of anyone who cares to know what the problem is >>
“Either Awesome Support or WooCommerce is missing. Both are needed for this plugin to work!” is the error at the top of the admin page. in 8 hours, the time “awesome support – not a great name in this case” took to reply [ moderator note: recommendation for other plugin redacted. That’s not what the reviews are for ]

To Nigel,
I appreciate your offer, however I was merely trying to help you bug fix, as a developer myself I know what that’s like, but my expected outcome was for a refund. As you’ve stated you wouldn’t give a refund if you then fixed the bug I am therefore not willing to help.

Get some sleep, don’t take things so personally, it’s support, people will always be more frustrated when they contact you, it’s just a fact, and sometimes you should trust people, no matter what you past experiences taught you, judging people can be a bad thing.

I 100% have not got the purchased product, Awesome support for woocommerce, installed on any website I manage, I wouldn’t use software I have not paid for and is not free.

I’m sorry I lost my cool with you, I was wrong to do so.

Thanks

Reply To: Bad Experience, Use WP Support Plus instead.

Jan Dembowski — Fri, 28 Apr 2017 11:05:10 +0000

Idiot is not foul language, it’s a word used when someone is acting in a manner that’s seems stupid or ignorant

Really? In these forums that would get you a warning. You haven’t done that here but that sort of tone is not long tolerated here.

I’m sorry I lost my cool with you, I was wrong to do so.

That’s better, thanks for that.

I’m still closing this review though. It’s gone way past being useful.