support is responsive

@almightythor – Sorry to hear that you had trouble. As a small team of 2 we try hard to maintain support every day, but you caught us while our we were travelling back from WordCamps.

On top of that your issue was never with our plugin, or even something we can help you to resolve, as explained in your ticket responses.

That said, your claims are not quite accurate by our records in HelpScout (which is a hugely trusted support ticket system).

1. Your first ticket was submitted slightly more than 50 hours before this review.
2. You got a first response in under 24 hours. I also mentioned we were traveling from a WordPress related event which was responsible for the delays, but even during travel I was checking in and keeping all tickets responded to.
4. You got a second extremely thorough response as soon as I came in today ~50 hours after your ticket was submitted, apparently after you already left this review, but it is what it is.
5. You made multiple new tickets & replies to this ticket which delayed responses and pushed your existing ticket to the end of the queue as it wasn’t the oldest any longer.

As you can see, you got 1 response within 24 hours & 3 total responses within 72 hours (2 to your ticket and one here), while we were traveling. That is more than reliable and fair. Especially since the first email did point out the issue, just didn’t correctly send you to your theme author right away.

If we had simply ignored you for weeks, sure it would be fair. Every negative review is something we take seriously, and this one isn’t quite fair. So again I would kindly again ask you to update your review.

PS. The other reviews are far from fake. I got the first 600 5 star reviews by manually closing support tickets and requesting them. That is to say I personally answered at least 6,000 tickets and asked for them to get that number, since I’ve answered another 25k with personal attention to each.

im sorry if I had an option to pay for the fix I would. We have been using the same theme for a few years now and this plugin worked before the last wordpress update. i got one reply in 24 hours, but you attached an image I couldn’t read or understand, and you didn’t give me any specific instructions as a new user to your product myself. All of the documentation online is out of date and not accurate and the debug mode was not working. You did not respond to that. After two more days of no responses or replies to my emails I opened another ticket. I don’t understand how that would move the first ticket back in the queue.

I will update the review. I only posted it out of desperation to get someone to respond to help me get it working. If you think it’s a lost cause because of a theme we haven’t changed in years then okay.

@almightythor – Appreciate the feedback. Already apologized for the image quality and delayed responses, so not gonna bother again.

To touch on your actual issue, if the theme author is not pushing updates, then I’d imagine this error has been there all along and you just never noticed as it never broke anything you could see.

As for your trouble with our plugin, our docs are pretty complete and up to date, in fact with v1.9 out last month most of them were redone with new screenshots and up to date information for that release. But if you have links to specific docs that seemed out of date I’d be happy to look at them and make sure they get updated.

I’m guessing you didn’t find our troubleshooting docs?: https://docs.wppopupmaker.com/category/471-problem-solving

Our most popular doc is this one: https://docs.wppopupmaker.com/article/265-my-popup-wont-work-how-can-i-fix-it

It goes through all the common issues, both setup issues & conflicts, and in your case specifically says to check for JS errors with a very detailed guide on not only seeing if they are occuring, but also how to find out if they come from our plugin, your theme or another plugin. So that guide would have got you where you needed to go right away.

Further debug mode is also JavaScript based, if your theme breaks things before our code ever loads, we don’t get a say. But for feedback sake, from your perspective, is there something you think we should be doing about this that we are not already?

I understand the frustration of not getting an immediate response, but again we are a small team with a large use base. 99% of the time i works fine, we get responses out quickly. But when we travel that isn’t always the case. In this case we have actually recently hired/outsourced some of our support to a very qualified team and they are training our second tech now, it just happened to be that our first tech was out with a fever until Wednesday (though I wasn’t excusing our delays for that as I answer support still as well). But these 1% occasions are in no way a reflection of the support we provide to users.

Now is it a lost cause?, not quite. Couple options.
– If the theme is dead and no longer updating, you can find any qualified Front End WP Developer and they can likely correct it quickly. It is most likely a typo, they just need to find the right file, make corrections and double check those corrections don’t mess with normal function.
– If the theme is active, simply reporting it should do the trick, a future update will correct it, and hopefully in the mean time they can send you a patched copy.
– Lastly, if that file is not used for anything you actually want/need (needs to be inspected by someone who can read it at least), you could probably just not load it.

If you need someone to do the work, our Facebook group is full of people who are both proficient with our plugins, but also that have varying skillsets. Lots of freelance front end / theme developers that would happily take on the work. Feel free to post a Looking to Hire post and direct them to an email or to Direct Message you on FB etc.

Hopefully I addressed everything, and of course if you have specific feedback we love it, we actually solicit it regularly via surveys and polls to our mailing list. If I’m honest, listening to users is 100% the reason this plugin has grown to nearly 500k websites.