extremly bad support

Hello Davphan,

Can you please explain what your experience was? We answer all tickets in our Pro system every day, Monday-Friday except for holidays. Please indicate your ticket number(s) as well. You will see most reviews here are because of our great support, so we would like to understand what happened.

Thank you,
Joseph
VFBPro Support

• This reply was modified 8 years ago by Joseph.

Yes sure I can: 7321

The only answer I get from you guys is:
Hi ****,

Thanks for your patience with us on this issue. After an amount of time, the ticket will close. I am not sure of a time frame at this moment, but I would suggest keeping an eye out for future updates and their change logs.

I would really like to know is there is even someone looking into the issue as this ticket is open since over a month now. I don’t know if someone is checking it, when you guys plan to resolve it or anything.

Thanks

Davphan,

Thank you for getting back to me about this issue, I have reviewed your ticket and see that in all cases we responded to you every time within 1 day or less, in most cases within hours. That appears to be very good customer service. I hardly think that because the result was not exactly what you wanted to hear is worthy of the scathing review you have given us here.

We do realize you have found a small bug in our plugin and we work to fix those in as timely a manner as possible within our ability to do so. Your patience is appreciated. We understand you may be disappointed by this, but perhaps you would consider that the service we provided to you was more than adequate even though a fix is not immediately available.

Thank you,
Joseph
VFBPro Support

Joseph,

Thank you for getting back to me.

Yes I do realize you provide an answer really fast, but still no solution over a month. It’s just crazy how long its taking, because I am not the first customer which reported this bug!
The other customer (Pam Dunn) reported this bug over a year ago.

So please don’t try to tell me you guys are working on this issue! Is it such a big bug, that your engineers were not able to fix the issue in a year? A whole year?

• This reply was modified 8 years ago by davphan.

Here you can see the ticket which is open since over a year now!

Thank you for the feedback, we will certainly take this in consideration and see about a fix. Perhaps the title of your review “Extremely Bad Support” is not titled correctly, because we do provide very good support, even if that does not making a bug fix right away.

We understand that you are disappointed by this feature not working the way you would expect. And for that we apologize.

Joseph
VFBPro Support