Horrible experience. No response to contact.

Hi Mark,

What was your question? I can get you a answer quickly. Our support usually answers most questions within 48 business hours.

Do you have the ticket number you created in our support portal?

Too little too late. And an FYI to others. I called Constant Contact and they offer for free what Mailmunch is selling at a high price. Any customer can download an embed widget from Constant Contact for free that does what Mailmunch does and more. Of course, Mailmunch may match these free features at an unnecessary cost, but how would I know since they didn’t answer my form submission until I brought the issue to this WordPress forum. Now I have seven emails suddenly that still don’t answer my question and tell me that my question is being reviewed by Mailmunch’s crack staff. This is the kind of service that drives professionals nuts. Don’t answer, then send a reply with a copy of the original inquiry with a note that assigns a number to the problem and a “we’ll get back to you.”

Duh, why? If I call and what to know if the black shirt comes in large, how does all this over-tech help me?

Mark,

I’m sorry you had a poor experience with our support. I investigated what happened and it turns out a few tickets over the last 2 weeks went to our spam folder for no apparent reason. It turns out they were all the ones which were created through the contact form on our website and NOT the support portal provided inside the plugin. We are working with our helpdesk provider to figure out why that happened.

Constant Contact does provider basic embed widgets but not even close to the features that we provide. Also, we offer a range of widget types. In our experiments, our plugin can get 200% more leads than their basic forms ??

Again, I’m sorry for the inconvenience and assure you that our support staff and service is awesome!

This has been my experience. Other professionals can decide for themselves based on their experiences. You should stop relying on forms. It is horribly lazy and stand-offish. If a potential client has a question regarding a purchase, why in the world would you not answer it immediately? Why would you assign it a number and get around to it at your convenience? This is not the way others do things. Constant Contact answered my phone call instantly and followed up by email and with a call within 24 hours. You don’t have a phone number. 48 hours after talking to a Mailmunch form, all I have from you is a case number and a promise that your staff will look at my question——presumably when they get around to it. Your customer service is disrespectful to the efforts of good and well-meaning developers like myself. This is the message I plan on sharing with anyone who will listen.

Please do not contact me again.

Mark,

As I said, we answer immediately as well but there were a handful of tickets that got lost in the spam folder because of a technical issue on our end. We’re sorry for that!

I can assure you this is NOT the usual case and does not happen often. We’re already working with resolving the spam problem with our support portal provider.

Thanks marktmattson. That sure sealed it for me.

Denis, As I told Mark, this was an isolated experience because we had a technical issue in our support system at that time. Our average support ticket response time is less than 24 hours in normal cases.