ignitiondeckAndrew

I apologize for all the frustrations you’ve experienced. It’s true that we don’t have any support staff on weekends – we are actively seeking to hire new staff to fill that time period.

We’re also reexamining how we prioritize bug fixes based on immediate customer needs. As for deploying bug fixes, what would be easier for you than applying code fixes yourself? I’d like to consider friendlier ways that we could get bug fixes into customers’ installations with minimum hassle.

If it’s all right with you, I’d like to reach out to you via email to see if there’s anything we can do to help remedy this situation immediately. We’d really like for you to be able to enjoy your experience with IgnitionDeck!

What email address did you use to purchase from us? You should be able to log into https://www.ignitiondeck.com using that email address, and you should have received an initial password. If you don’t know where that is or didn’t get the email, you can try resetting your password with the “lost password” link here: https://ignitiondeck.com/id/wp-login.php

If you have ID Commerce selected under IgnitionDeck > Commerce Platform settings, then it should use the email address you’ve set under IDC’s main settings > General Settings as the customer service email. Is that working for you?

Hi rota,

Have you posted about this in our dedicated support forums here? https://ignitiondeck.com/id/forums/

I would invite you to post there and tell us which of our products you are using, as the answer of your question can vary slightly depending on that. Let me know if I can help you with anything.

I’ll clarify a few points about how we work and call this my final reply. Hopefully, this can help readers understand more about how we operate, and decide if they want to trust us with their hard-earned money or not. Meanwhile, I think it’s best if I don’t feed this particular fire after this post.

It’s easier for our customers to find useful information in our forums if they’re not distracted by threads for products they don’t own. If anything, we’d like to increase the security of our forums, as many of our customers have web sites in pre-production. Our recent privacy enhancements have been in response to the requests of many of our customers.

The “excuse” for “crucial/missing features” is probably that they’re crucial to you, but not necessarily to the majority of our customers. When in doubt, write us and ask us if our products can meet your particular needs or not. Ask in detail.

The answer will be either 1) yes, 2) no, but we’re building it, or 3) no, but you can still fund/build this yourself. For whatever reason, the open-ended nature of our platform seems to irritate certain people, in that we have not already expanded to the four corners of the universe. Personally, that’s what I find the most exciting about it! There’s room for the imagination to come to life and become something more than just another crowdfunding site – and I’m honored to see it happen frequently. That’s why I keep clocking in every morning.

I’d like to chime in here – first of all, we have a free version of IgnitionDeck available right here on the WordPress repo. While this version is very limited in functionality, it does provide a pathway to register on our site and gain access to our general forums. So no money is required, if you’d like to see how our support plays out on a day-to-day basis.

You’re also welcome to write [email protected] and ask any manner of questions about our products as you like. We often exchange many emails with potential customers before they purchase (or decide not to). It’s in everyone’s best interest to determine whether our products are the right fit ahead of time.

It isn’t very helpful to anyone to make such general statements about our product suite, giving no specifics as to the nature of the issues you encountered. We want to help all of our customers use our products successfully, but without specific information on what the exact problems are, we cannot take your complaints very seriously. The vast majority of our customers are quite satisfied with our offerings.

I think it’s important to keep in mind how inexpensive our price points truly are, and what that means in conjunction with the self-hosted nature of our products. For a serious business venture, even 1k for your own crowdfunding portal is pennies on the dollar compared to other equivalent solutions available.

We can offer these prices because you, the customer, assume the responsibility of owning and maintaining your own WordPress server. There are two sides to this coin – on the one hand, it gives our customers unprecedented control over their own crowdfunding experience. On the other hand, there is a lot that can potentially go wrong.

Because WordPress is an open environment where anyone can do anything, it can sometimes take a bit to figure out if a problem with our product is truly a bug vs something just being configured incorrectly on the host web server. Occasionally, we see some truly freakish interactions which were beyond all anticipation. That’s a risk of the WordPress platform in general.

The difference with us is that we are committed to figuring out the ultimate cause of any problem. Sometimes, that means a system admin needs to reconfigure their server. Sometimes, that means we need to adjust our code. But we view ourselves as being on a team, where everyone wins when you can raise money the way you want to. We do the best we can to help you accomplish your goals, because that’s how we accomplish ours.

Thank you for your honest feedback. The satisfaction of our customers is our top priority, and we take reviews like yours to heart when considering how to best improve our products and our company.

I agree that sometimes a higher level of technical knowledge is beneficial for working with IgnitionDeck products. This is especially true for people who wish to customize their implementation of IgnitionDeck. In your case, I see that there was a conflict caused by a third party theme, requiring a couple of additions to your CSS stylesheet to correct. We never heard back from you if our suggested CSS code fixed your template issue – did that part of it work for you, at least?

For clarification, the discussion of javascript code in your forum thread began with a customer’s desire to explore the code – we did not intend for you to think it was required for you to do so as well.

I do see that one of our replies was delayed by two business days and I apologize for that. We’ve worked hard to get our response time back to under 12 hours, because we recognize the need for a faster turn around.

It is true that we explicitly cater to the DIY mindset – having no restrictions to modifying IgnitionDeck is the biggest appeal for many of our customers.

For customers who want both the advantages of a self-hosted solution, as well as the setup speed and ease from a product that “just works”, we would recommend using a theme made specifically for IgnitionDeck in conjunction with our Valet installation service. While these options do cost more up front, it is still comparatively inexpensive and ensures you have a working web site with minimal hassle.

I feel like taking this path could have saved you a lot of time and frustration, and that our primary failing is not making the benefits of this option clear to you. If you had initially been more aware of this possibility, do you think your experiences with IgnitionDeck may have been more positive?

Is there anything we can do for you service-wise at this point, which may give you cause to reconsider your rating of our plugins?

We’re passionate about helping our customers on our forums with all their concerns, great and small alike. That said, the reason this person has stopped receiving support is because she threatened physical violence against our employees.