Would like it to work but support is the worst of it’s kind

  • furfing

    (@furfing)


    4 years ago

    Been trying to set up this plugin and even paid for a plan.

    But every reply of the support takes one or two days… so if you account the back and forth you will maybe be lucky to solve your problem in a week.

    The live chat system is often broken on their site. It seems impossible to push a critical business website on this service if the support stands as it is now.

    CDN delivery is the most critical and weakest possible link in infrastructure since you have no control of it. Until they have an SLA with same day reply and resolution I would not trust this service for anything more than a hobby website.

    • This topic was modified 4 years ago by furfing.
Viewing 3 replies - 1 through 3 (of 3 total)
  • birdbrainsolutions

    (@birdbrainsolutions)

    Thanks for your comment! I noticed you posted on 12th feb, which makes it 1202 2021 lol

    Plugin Author NitroPack

    (@nitropack)

    Hey @furfing,

    Thank you for bringing this to our attention!

    We appreciate your feedback and we’re working hard to ensure fast, high-quality support for everyone. We’re constantly hiring and onboarding more support team members so we can reply as quickly as possible.

    It is currently expected to get a 1 business day support response time, as stated on our Pricing page (https://nitropack.io/pricing). We respond to most requests in a timeframe shorter than that.

    It seems like you have CDN-related questions. We couldn’t locate your ticket, but if you write to us at [email protected] we’d be happy to help ??

    Again, thank you for the feedback and the patience.

    I’m afraid I have to concur with this.

    It’s bad enough to have to wait one business day for support, but half the time the only reply you get is “we’re working on it” and the detail of what’s being done is massively lacking.

    I’ve been tying to iron out issues with my (paid) setup for over a month now and have just logged on to find out that the team have left my site completely unoptimised in “safe mode” with no communication to tell me they’d done it.

    The solution itself is great WHEN IT WORKS.

    I shall see how tomorrow pans out but I’m very close to dropping it and cancelling because the support simply isn’t up to the standard needed for people who are running businesses with their sites. A huge shame.

Viewing 3 replies - 1 through 3 (of 3 total)
  • The topic ‘Would like it to work but support is the worst of it’s kind’ is closed to new replies.