Great Product, Horrible Support.

  • I have been a huge fan of Astra, and still am in a way. We started building all of our client’s websites on Astra early last year. To date, we have had three occasions to submit support tickets, and to date they have solve ZERO problems. Not one.

    Astra has bugs, which you would expect with the rolling out of all the features they have recently updated, but the bugs are ignored and support sends you an endless stream of scripted messages in this order:

    1. I do not understand, can you make a video
    2. Turn off all plugins and see if that helps
    3. We cannot reproduce the problem

    With each ticket we have submitted our client backend and front end credentials and in all three instances nobody from Astra even logged into the server or WordPress installation.

    It’s sad that we must move on from such a well thought out product, but in the end, we cannot have customer’s website not functioning properly while waiting for unhelpful support responses each 24 hours apart.

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  • Hello @afreshup,

    Sorry to hear that you aren’t happy with our support.

    However, this does not happen here and I’d like to take a closer look to see the status at our end.

    The reason we suggest the three troubleshooting steps is to help users understand where things are coming from rather than doing it ourselves.

    There are hundreds of plugins being introduced in WordPress every day. It is hard to test our theme and plugins with all of them. That is why some issues cannot be replicated at our end unless we set up an environment exactly as the user’s website. This is why we ask for screenshots or videos to help us know what’s happening.

    Anyway, as I said, there shouldn’t have been a delay in getting back to you, could you please share your ticket ID so that I can take a look at it myself and help you soon.

Viewing 1 replies (of 1 total)
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