Just not impressed with customer service

  • Love the concept with the plug-in. Finding it very challenging to work setup. Making it even more challenging, the lack of responsiveness from their customer service (two days and incomplete answers is unacceptable).

    Problems include…

    1. For whatever reason, after purchasing the add-in online and receiving the licenses, a day later the licenses are now invalid. In fact logging into the system, none of the licenses are now being displayed. Frustrating!

    2. Having purchased the widget, trying to use from within either Elementor or Site Origin. In either case, the layout is lost and it does not comply with these very popular tools. Have tried nearly every combination of settings on the plugin to no avail. If it is incompatible with these templates, you might as well forget the plugin.

    3. So many options with very few instructions. The company could consider a means to provide better setup help.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author Mark Zahra

    (@markzahra)

    Hi @amohr, we’ll be looking into your issues as soon as we’re back in the office. I’m sorry to hear about these issues. With regards to licenses, the plugin won’t remove them on its own, so it’s strange to see them do that. Have you tried adding them back? Did that work?

    The Widget add-on is admittedly lacking in features due to certain limitations. That is one of the areas we are looking into.

    We are also working on a brand new website, documentation and tutorials at the moment, which will start going live as of next week. We’ve been working on these for months, so I hope you see that they make a difference for you, and for all the other users out there.

    With regards to support response time, we are a small team that gives the necessary attention to each support request, which is why we advise that replies can take up to 24 hours at a time. I assure you that your messages are not lost and we will reply as soon as we can, during our dedicated support hours.

    I hope that we can work together to turn this review around ??

    Plugin Author Mark Zahra

    (@markzahra)

    UPDATE:

    The license key issue was caused by a migration of all license keys on our servers. These are being finalized as we speak, so they will be back in working order shortly.

    We apologise for any inconvenience this may have caused you. It was a necessary upgrade that will help us better maintain and manage your license keys in the future.

    Thread Starter SPARTY

    (@amohr)

    Thank you for the quick feedback. My licenses are now restored. I would appreciate a response to the issue I have posted on your support page regarding widget compatibility with Elementor and SiteOrigin. Thanks!

    • This reply was modified 6 years, 7 months ago by SPARTY.
    Plugin Author Mark Zahra

    (@markzahra)

    Glad to hear that! You’re welcome.

    We don’t have any pending or open messages with regards to this issue. Had we replied to you right away or not? If not, your message may not have come through for some reason. It’s not in spam either, we check that daily.

    Did you use the contact form on our website? If so, and this did not work for some reason, you can contact us directly at [email protected].

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