Great Software…Terrible Support!

This is my first ever review for a WordPress plugin after using the platform for over 6 years. I am an easy-going person who is always willing to be patient and understanding of situations; however, there comes a time when that limit comes to a stopping point. This leads me to share my experiences with the Media Cloud service. I have been both a pro and premium member of Media Cloud since 2019. Overall, the software does what it says, and thankfully I have never been in an emergency situation where help was needed. I have had some terrible experiences with their support that has made a bad impression with their customer service. I have submitted 6 tickets in the span of 3 months and no one ever replies. It took them over 3 months to send one basic reply, and upon replying the same day within their support hours, no one still gets back to you in a proper time window. Their “Pro” plan which includes Priority Email & Help Center Support, and their higher-end Premium plan called “Agency,” includes Priority Phone, Email & Chat Support. The funny thing is there is no phone number on the Agency plan to call anyone and no chat support too. I feel that if you are paying a monthly fee either for a “Pro” or “Premium” plan, you should have support. That is just good customer service and makes your product more reputable. So, here I sit 3 months later with no progress or assistance for their software. Also, their product or documentation provides no clear directions on how to cancel or revert images back to their default WordPress uploads directory, which makes it even worse. Bottom line, if you are looking to migrate away from the default WordPress uploads directory to a bigger scale utilizing Amazon S3, don’t use this product because you will not be contacted back if you need assistance of any kind. However, if you are willing to take a chance, read the instructions, and get set up on your own, then this product could be the one for you. I would advise caution on all fronts.