great when it works – support totally lacks

  • We used WooCommerce on several sites and have been very happy with it. When we installed the latest upgrade, the inventory reporting was missing from the orders on one of the sites running it. Over 72 hours waiting for response from support is unacceptable. Site has not been working for over a week now. Time is money. Money is money. Woo has cost us both.

    My hope is they get their shit together with their support. When it works, it’s spot on & loaded with features. However, if eCommerce functionality 24/7 is crucial, you may look elsewhere until they work out the kinks with their support.

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  • @dan,
    You’re absolutely right that paid support should be responded to within 24 hours. However, the problem you describe should not have been the 4-alarm fire you’re now having.

    First, as a developer of experience, you should never apply an update of any kind directly to a live site, without extensive testing. This is akin to testing in a production environment. Rather, you should always have a development environment for each website, where you can install any updates and test them for stability, before applying them to a production environment.

    Secondly, the fact that only one of your installations has this problem, points to the possibility that there may be a theme or other plugin conflict. You can test for this by temporarily deactivating all other plugins, and switching your theme to 2012, then retest.

    As previously noted, you have every right to expect prompt response from Woo. However, you can minimize your exposure to future update problems by using a separate development environment as your test bed.

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