Disappointed with lack of tech support-but it all worked out

  • The form works great, although with the new WordPress update, the backend of the form no longer works.
    Because the developer has an all new purchase system, clients who purchased the plugin in 2013 need to purchase the new plugin to have the ability to place a tech support ticket due to their Order Number no longer being valid.
    I placed a message on the free Forum, no response. I emailed the developer twice, no response. I tweeted for help and I was advised to purchase the plugin again to talk to technical support. I asked why I need to purchase, again, the “One time fee”. He stated, “One time fee means we don’t charge a yearly renewal like every other plugin developer out there.”
    After research, I do believe I need to update the plugin manually, since it does not allow me to update automatically. It’s something my website guy can do, but nonetheless, it would be nice if there was a way I could have some kind of access to tech support, since I am a paying customer.

    Update: I had to pay my web guy to correct the issue, but Mathew and his team were helpful and thorough along the way.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Author Matthew Muro

    (@mmuro)

    Last week I sent you a coupon code for VFB Pro 3.0. Did you receive it?

    Thread Starter helpra

    (@helpra)

    No I did not!
    Thank you!
    Ra

    Plugin Author Matthew Muro

    (@mmuro)

    Sent you another email after speaking to you. Thank you for your time. We will straighten your situation out.

    Can’t say I’m unhappy with support when my VFBPro 2.5 took down my site when I upgraded to WP to 4.3. I got a support response from Joseph in the advertised time but I’m not to happy with the results so far. They were quick to upgrade the free version to work with WP 4.3 but said I would have to purchase VFBPro again to get version 3.0 since they were just dropping upgrades to 2.5. OK; developers drop programs but it would have been nice to have gotten an email warning that it would happen so I could have prepared. They have my email address. I spent time developing a survey on 2.5 and planed on giving it out On the 24th and now I’m *%#.

    I feel your pain dgrigg. I am dealing with similar issues with this plugin.

    Developers seem to forget that real people are using their products. I have some tech questions and am locked out of the support tickets. I am a two year user of this plugin.

    I will be finding a new one to use from now on. I just want this stuff to work. I need access to support. I have clients waiting. I don’t have time for confusing upgrades and support loop holes. Easier to find new product.

    Thread Starter helpra

    (@helpra)

    Thank you Matthew for helping me get my plugin up to date.

    Plugin Author Matthew Muro

    (@mmuro)

    Glad we could help. Thanks for the extra stars.

Viewing 7 replies - 1 through 7 (of 7 total)
  • The topic ‘Disappointed with lack of tech support-but it all worked out’ is closed to new replies.