Only buttons showing + no help in support thread (resolved it myself)

Hi,

Thanks for your feedback
Based on your edit history & your original post which says

Not sure how this plugin is rated so high. I guess I'm just one of the unlucky few it doesn't want to work for (or the others dissatisfied users just didn't bother rating it). The demo looks great but unfortunately the plugin doesn't offer what's promised, and the developers don't seem to be very interested in helping resolve issues. I had the same problem two other users noted: only the lower portion of the popup screen (the row of buttons) shows, instead of the entire window. This happens more often than not and the only solution seems to be continuously clearing the site's cache, which also doesn't always work. The users asking for support on this went unanswered and given the developer's track record of non-responsiveness across the board, I won't waste my time for an answer either and will just move on to a plugin that actually works. A for presentation, F for execution.

There is a reason why plugin is rated high , you should have read the reviews. Most of them are for the quick support.
I don’t know from where you get the idea that we don’t reply to our users.
Those unanswered support tickets on wordpress are because users create multiple tickets both on our site & wordpress.
We prefer to answer them on our site.
So did you even try to leave a message? If yes , kindly provide me the email address , will look into.
But I am quite sure till the time you have done writing this post , you would have gotten a response from our side.
We have 5 plugins & there are too many support requests , so its not a big deal to miss your message , though i checked it & couldn’t find anything.

So if you gave your rating based on the assumption that we won’t reply is really unfair. It ravages the plugin reputation.

Hello,

You’re welcome for the feedback. If you’re concerned about the plugin’s reputation, why post an outdated review that your customers wouldn’t have seen otherwise? My current review is quite different (acknowledging the Live Chat preference) and answers the questions you’re putting forth here, but you opted to ignore that and gripe about the redacted one instead. But I’ll humor you and respond anyway.

I don’t know from where you get the idea that we don’t reply to our users.

From the number of questions in your support thread left unanswered, which you agree are there, so it isn’t a baseless assumption on my part. Why would I make up such a thing?

Those unanswered support tickets on wordpress are because users create multiple tickets both on our site & wordpress.

Okay, but do you see the perception, here? Without your telling me this, all I (or anyone here) sees are unanswered tickets. Your customers aren’t going to hunt for a reason why you didn’t answer someone in the forum, nor should they. If I may offer a tip: the sensible thing to do would be to reply to a duplicate question with a link to the answered question on your site; that would at least point your customers in the direction vs leaving us to think you simply don’t give a damn.

So did you even try to leave a message?

No, and I’d already said why. Someone else in the support forum asked for help with this specific issue and got no reply. Why would I expect a different result?

It’s completely understandable that you prefer Live Chat for support, but how about filling in your cusomters that we stand a much better chance of getting an answer there instead of in the forum? The only indication of that is your pinned note: You can also use live chat for instant support on our website. “Also” suggests that posting in either place will result in a reply, which isn’t the case. Please edit that for a clearer explanation and I’ll happily change my rating.

@xootixsupport and @xootix I’ve archived xootixsupport’s last reply. It hit the spam queue and wasn’t very professional at the start.

I’m also closing this review though not removing it. It stopped being productive a post or two ago.