Little-to-no help

  • My pop-up had issues – it would only show up on my laptop on safari. It didn’t work on google chrome, desktops, etc. I contacted customer service and they said they could help me *IF* I submitted the question on an online forum (????). When I asked why their customer service couldn’t help me, the representative said they could help me *IF* I paid for the premium version of the plug in.

    To me, the plugin is not effective and does not work – plus their website/customer service makes it seems like a scam.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author Nick

    (@d4d5bh6)

    Thank you for your feedback @15lconnery, however it’s very important to stay fair.

    Usually it works fine – so when it didn’t work in your case, there must have been a specific issue on your site. As mentioned in the chat, we’re very happy to look into it why it doesn’t work for you, entirely for free. However, the condition is that you ask in the forum, where we answer quickly, so that other users can see your question and our response as well.

    Also please note: The issues you reported, those are beyond what our first level support staff can tackle. It requires our developers, who do answer tickets in the forum.

    What you are asking for is: direct, personal, tailored customer support from the developers (for issues that are most likely on your end), entirely for free. How should that work economically for us? Do you know other services that do that (please list them)? We actually do give great, tailored support for free, it should only be in the forum (in case of the free version – for premium we’re happy to do direct debugging, screenshare etc.). Is that really asking for too much?

    • This reply was modified 1 year, 2 months ago by Nick.
    • This reply was modified 1 year, 2 months ago by Nick.
    Thread Starter 15lconnery

    (@15lconnery)

    I don’t think I’m asking for too much! All I want is a plugin that works and offers minimal customer support.

    I actually had a MUCH easier, better experience using Poptin’s pop-up plugin. There were no issues/glitches creating the pop-up (like there were when using Pop-up). Pop-up also lost my designs a few times, so I had to start from scratch 3 different times.

    I hope you take this feedback as an opportunity to improve the plugin instead of trying to dismiss my negative experience. Best of luck!

Viewing 2 replies - 1 through 2 (of 2 total)
  • The topic ‘Little-to-no help’ is closed to new replies.

Tags