Glitchy, support took a long time to reply

  • Unfortunately this app didn’t work out for our company website when it needed to – lots of glitches, pop-ups not popping up, and BOGO deals not triggering.

    When I reached out to support, it took up to 3 days to hear back, and the replies didn’t seem to address all the questions I would send. This last part could be unimportant, as I don’t know what sorts of things cause plugins not to work, and maybe the one-sentence replies were right on the trail to the root of the problems. Unfortunately, the company I work for just didn’t have the time to find out, so we are going with another app.

    Thank you anyways!

    • This topic was modified 2 years, 8 months ago by KauCoffeeMill.
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Josh Kohlbach

    (@jkohlbach)

    Hi Lora,

    Thanks for the review, even though it was a poor rating. We take all feedback seriously.

    I’ve gone over the ticket and looks like the original one was submitted from our contact us page instead of via the support line. It came into the wrong inbox so wasn’t prioritized as a support request.

    I believe we were also after a temporary login for your site to check on this more closely but you weren’t able or allowed to supply it.

    When we aren’t able to login to look at the config directly it’s often very slow going back and forth and we usually have to ask for multiple screenshots to try and diagnose what’s happening. With a login we can often jump in and diagnose much quicker.

    I’m sorry we weren’t able to get you up and running in time, but if you’d like to give us another chance we’d love to help.

    And of course if you’re happy to reconsider your review in future after trying us again that would be much appreciated. Let me know if there’s anything I can do ??

    Cheers,
    Josh

    Thread Starter KauCoffeeMill

    (@lorakcm)

    Josh,

    Thank you for your reply. You are right, we weren’t able to provide quite a bit of the things that could have made the support more helpful, and it was the longer response times that made management decide we should try something else.

    If we circle back to using the app’s pro features in the future, I’ll definitely make sure to reach out the correct support line. Thanks!

    Plugin Author Josh Kohlbach

    (@jkohlbach)

    No worries at all @lorakcm definitely understand there’s a balance of other factors involved too ?? I really appreciate you replying here!

Viewing 3 replies - 1 through 3 (of 3 total)
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