Good plugin, terrible support

  • In short: I really like the idea of this plugin but it is full of bugs and support is terrible. No support is better than the support we get from Awesome Support. What we get are canned responses and evidently nobody is reading our questions properly. Also, we can only open a maximum of four tickets. I am still giving three stars because I have hope that this situation is not going to last and they will finally sort their abysmal customer service. We have licensed the Agency Bundle and we have customised the heck out of it so I am not throwing away all the work. That is the only reason why I haven’t deinstalled this plugin. It is questionable if we will renew the subscription in a year’s time though.

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  • Plugin Author yeisonbp

    (@yeisonbp)

    Hi @stephanmoenninghoff,

    I personally apologize if we had communication issues as there are different scenarios from each site, so it pushes me to think on different alternatives. We are a small business who looks for offer as much support as possible and to have a clear understanding of issues. This review is personally harmful for me as I offer as much help as possible (and will continue helping). I can offer a meeting by replying to the ticket so that we can check each issue and define the complexity of each one.

    Best regards.

    Yeison, you seem to take the time to reply to bad reviews but not for supporting your customers.

    • We as your customers are limited to 4 open tickets
    • Replies are often canned responses (great feature but please use resonsibly).
    • Reading your answers, it was obvious that you did not take the time to read and understand our support requests properly a lot of the time.
    • Support requests often do not receive a reply within even 48 hours.

    I will say that you seem to be trying to improve your replies of late and I want to thank you for it. I will consider rewriting my review once we have finished setting up Awesome Support on our website.
    This has been a mixed bag for us because we *really like* your plugin and we would even recommend it despite the very poor support that we have received, not just from yourself but also your other colleagues.
    I did not rate you one star but neither did I give 5 stars. So, I think I am being fair, considering our experience so far.

    Thread Starter stephanmoenninghoff

    (@stephanmoenninghoff)

    I am noticing that the quality of support is improving. Please lift the limit of a maximum of four tickets. I understand that you want to protect yourselves from people who do not think before they post but this is unusual. I know no other developers who impose this limit and, frankly, I hope it doesn’t catch on.

    @yeisonbp I got another canned response today from a colleague of yours. I put in a bug about user roles not being allowed to edit tickets (only Admins can edit tickets, currently). First, I got a canned response explaining how to edit user roles. I obviously know that and it was clear from my question that I knew. Then, your colleague apparently noticed his mistake and sent another message, explaining that this was a WordPress bug and that we can only wait until WordPress resolved this bug.

    I very much doubt that this is a WordPress bug. User roles are at the heart of WordPress. Besides, we use other plugins that rely heavily on user roles. None of these have problems. There was no link to the bug or any further explanation so, it very much looks like this is a problem with AS. Furthermore, I fear that this bug is not being addressed because of the nature of your colleague’s answer.

    Maybe this makes my frustration clear and hopefully my explanation can help you improve your own support

Viewing 4 replies - 1 through 4 (of 4 total)
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