Good plugin; Unfortunate gap in support

  • I had an item that was not calculating postage and reached out for support on Sept 1 and had no response. I sent a follow up on the 18th, no response. At the time of this review it was the 21st and still had not had a response. As an ecommerce site ideally this would be at least addressed within 24 hours for an issue that is critical to the site and central to the plugin’s only purpose, for a paid account. I attempted to get attention via a paypal claim which ended in a refund and had to look into alternate plugins. The dev reached out to apologize recently with some retroactive support so I am changing my review here to reflect that with some understanding of 2021’s insanity. Hopefully this gap in communication is not typical going forward because the plugin works well when it works, could really use some simple docs in lieu of responsive support if that is what the cost of the plugin is meant to provide. Best for 2022

    • This topic was modified 3 years, 2 months ago by eaec. Reason: Adjusting the rating to reflect the actual review
    • This topic was modified 3 years, 2 months ago by eaec.
    • This topic was modified 2 years, 10 months ago by eaec. Reason: Added info after dev response
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  • Plugin Author smallfishes

    (@smallfishes)

    You’re right it is unacceptable to wait three weeks for support when you’re running an online store, and I apologize that this happened.

    I was able to dig through my emails and have followed up with you there.

    Thread Starter eaec

    (@eaec)

    Thanks for reaching out and acknowledging the feedback. I have updated my review in light of your recent email.

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