Slow Responding Support

  • I like the plugin but it is hard to rely on. When there is an issue that isn’t resolved by the demo videos, the support is not in US timezone and requests aren’t taken care of until the next day, and not responded to until 3am-4am. If this window is missed you have to wait again. Also, there is only help through chat, which can be slow when trying to chat over a period of days on the same issue that isn’t pin-pointed.

    • This topic was modified 4 years, 5 months ago by ssm2020.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor WPManageNinja

    (@wpmanageninja)

    Hello @ssm2020
    Thanks for your feedback. Yes, Our support engineers are not in the same timezone as the US and as our support engineers are human they have family and have to sleep.
    Anyway, Our average response time is less than 8 hours and we replay all our support tickets everyday.

    We also provide support via this forum also our Facebook community is very active.

    Feel free to join there. Hope, You will change your ratings as we try our best to provide supports and continue development fluent forms.

    Thread Starter ssm2020

    (@ssm2020)

    I appreciate your response, I will try to utilize the facebook community as well. Hopefully in the future you will be able to accommodate support staff in, or for, the US because businesses do rely on this plugin for daily operations. It works very well, but when there are issues, the timeline is the downside.

    Plugin Contributor WPManageNinja

    (@wpmanageninja)

    Thanks, @ssm2020
    We will definitely expand the time limit. Currently, We are covering 12 hours a day and we will try to add more hours.

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