Dismal support

Hi @jerahepho

We try our very best to answer most questions within a few hours, and we do our best to answer all questions by the next business day. If our response time is longer than the next business day then it means your ticket was sent during the weekend or we’ve received a high number of tickets which will impact our response time.

Can you contact our helpdesk again and include a link to this page so I can locate and review your ticket history, please.

Hello Danny,

Thank you for responding and explaining about the process at weekends. My statement is totally accurate and support tickets have never been answered in less than 24 hours and responses have for the main part been of little value.
I don’t mean to lecture you, but as a supplier to our clients, we provide timely support with provision for the weekends, when some clients need us most. I’m full of dismay that you don’t provide any at all over the weekend. Perhaps you should try being on the receiving end to experience it and then evaluate?

But as I said, it’s not all bad and we’ve had some good results with the product overall.

The account is closed now, we have an alternative (Plus we’re coders) and there is no point chasing this, so it’s a amicable split

Thanks

Hi @jerahepho

I’ll pass your feedback onto our team regarding support during the weekend. In regard to the response time you’ve experienced. I would really appreciate it if you can provide a ticket number(s) or contact our helpdesk so I can review your ticket history and get the bottom of this. ??

If I knew you guys responded as quickly as you do to messages here, I would have directed all of our tickets to this support area.

I appreciate you wanting to help Danny, but I reiterate, we’ve closed the account and there is no further interest. I just wanted to leave constructive feedback without being spiteful and in some way, help you and your future clients. I can well appreciate you have happy customers and all the best to everyone, but our experience is not the same and we’ve just highlighted it..

Thanks again, let’s leave it there

• This reply was modified 4 years, 6 months ago by jerahepho.

Hi @jerahepho

I understand you have closed the account, but I would still like to get to the bottom of this as your experience is certainly not the norm. I’ve search our helpdesk and I am unable to find any ticket associated to your username on the www.ads-software.com forums. I am also unable to find any order, license or account on our site associated to this username either.

If you can contact our helpdesk with a ticket number or include the email address used to purchase your BB license I can look into further.

Yeah, we had a different username with the BB account. I can’t give you this over a live forum, but if you check the records for accounts which were closed over the past couple of days and then match our ticket conversation with Kathryn, I’m sure you will find it.

The ironic thing is, we were willing to renew and had requested to repurchase at the discounted rate, but this was declined, it was the final nail in the coffin, given the rough treatment we had experienced.

There, I hope this helps you

Hi,

I believe I have located your tickets and if the account is correct you have never waited more than 24 hours for response with the exception of one ticket which was sent during a weekend.

We also only provide a discount on renewals on the day the license expires or within 14 days of it being expired. Whereas your license had expired for over a year.

This will be my last response as the WordPress reviews are not for discussions.

Hello Danny,

This sounds as if you found our account and if so, you’ll see we’ve been with you for many years. You will also notice, our ticket request volume is very low and this is because we have a good understanding of code and don’t have to bother you every five minutes.
Given all the above and the poor results each time support has been contacted, we feel sufficiently qualified and justified to make our “Dismal” rating here.

Turning over to the renewal for one moment, we didn’t think it was outrageous to request a discount, in light of our many years of membership, or for the poor support we have received in the past
I repeat what I have told you several times now, the account is closed and at OUR REQUEST as BB is no longer viable for us (We would only have used it for one project) as we have switched to Elementor..

This is also my last message and I wanted to straighten this out so it is clear

Thanks

• This reply was modified 4 years, 6 months ago by jerahepho.
• This reply was modified 4 years, 6 months ago by jerahepho.