Extremely POOR Support

  • Resolved drillusa

    (@drillusa)


    8 years, 3 months ago

    7-Dec-16

    I purchased the NextGEN Pro version on 27-Nov-16, I tried everyday for a week to contact support, but no response. It is a shame that they cannot, or will not, fix their form for submitting support. I have read a few posts where others have the same issue, unable to contact support through their form, and NextGEN replies with the same: Sorry about the form issue, we are working on it.

    Basically I purchased a product that does not do what I wanted it to do, there is no support for the product, and I cannot even get my money back. To me, that is POOR, VERY POOR SUPPORT.

    As an FYI, the only thing I want is to display a caption underneath my images. Why that is difficult is beyond me.

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    NextGEN Gallery
    Deactivate | Edit
    The most popular gallery plugin for WordPress and one of the most popular plugins of all time with over 16 million downloads.

    Version 2.1.60 | By Imagely | View details | Get help | Contribute
    ———————————————————————————————
    NextGEN Pro
    Deactivate | Edit
    The complete “Pro” add-on for NextGEN Gallery. Enjoy ecommerce, beautiful new gallery displays, and a fullscreen, responsive Pro Lightbox with social sharing and commenting.

    Version 2.3.61 | By Imagely | Visit plugin site
    *************************

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    [ ngg_images source=”galleries” container_ids=”3″ display_type=”photocrati-nextgen_pro_thumbnail_grid” override_thumbnail_settings=”0″ thumbnail_width=”240″ thumbnail_height=”160″ thumbnail_crop=”1″ images_per_page=”50″ border_size=”0″ border_color=”#eeeeee” spacing=”2″ number_of_columns=”3″ ngg_triggers_display=”never” ngg_proofing_display=”0″ captions_enabled=”1″ captions_display_sharing=”0″ captions_display_title=”1″ captions_display_description=”1″ captions_animation=”plain” order_by=”alttext” order_direction=”ASC” returns=”included” maximum_entity_count=”500″ ]
    *************************

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Contributor photocrati

    (@photocrati)

    @drillusa – Our apologies for the difficulties you are having contacting support, unfortunately due to the current guidelines for these support forums was are not allowed to provide assistance for our NextGEN Pro or NextGEN Plus plugins here.

    As it is, with NextGEN Basic Thumbnails display types you can use its NextGEN Legacy “captions” template to display the image’s description field beneath the inserted display’s gallery thumbnail.

    Hopefully this will help you to achieve the look you are wanting.

    As to this continued issue with reaching in to our support team, if this does continue we have found in most cases using the https://imagely.com/contanct/ form will get through and we can look into your contacting us issue further to try to get things resolved.

    Thanks!

    – Cais.

    Thread Starter drillusa

    (@drillusa)

    9-Dec-16

    Good Afternoon Cais,
    I followed the link you suggested, but it was invalid! Do you understand how frustrating this is? As an FYI, you spelled contact wrong. ‘Contact’ only has one ‘n’, not two.

    I submitted my issue. Let’s see if your support team responds with a resolution in a timely manner.

    Thanks!

    Plugin Contributor photocrati

    (@photocrati)

    @drillusa – My apologies, I did mis-type the address. You are correct that it should be: https://imagely.com/contact/

    – Cais.

    Thread Starter drillusa

    (@drillusa)

    10-Dec-16

    Good Morning Cais,
    I submitted my issue yesterday around noon, but still no response. Did the support team receive my form submission? It would be nice if we get an auto response letting us know that the submission was received. I am not sure how much of an input you have in this, but maybe you should bring this up in your next staff meeting: are form submissions being routed properly? Can we set up an auto-response to all form submissions?

    I am trying to be patient, but the lack of support validates me titling this as ‘Extremely POOR Support‘.

    We will see if I get a response on Monday.

    Thanks!

    Plugin Contributor photocrati

    (@photocrati)

    @drillusa – We do have an auto-responder set up for all incoming messages; something seems to be interfering with it working as expected. I also tested our forms to insure they are passing into the appropriate inbox as expected which they are.

    Currently, unfortunately, I still cannot find any item within our inbox system that would point to something you may have sent. If you are using the Basic Thumbnails display type with its captions template and are still not seeing those captions, perhaps a link to that page will help to resolve the issues?

    Thanks!

    PS: If all else continues to fail, try emailing us directly at < getimagely at gmail dot com >.

    – Cais.

    • This reply was modified 8 years, 3 months ago by photocrati.
    Thread Starter drillusa

    (@drillusa)

    12-Dec-16

    Good Evening Cais,
    I appreciate your patience and support. As an FYI, I emailed my issue directly to the email you provided. I sent it off at 10:14 p.m. EST, if that helps.

    Again, thank you for your support and patience.

    Plugin Contributor photocrati

    (@photocrati)

    @drillusa – Thank you for your patience and efforts on this as well. We have responded to the email we received and are happy to carry on this conversation there.

    – Cais.

Viewing 7 replies - 1 through 7 (of 7 total)
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