No response from Support

Hi @momowondertoes,

Terribly sorry for the trouble you’ve had in getting assistance. Could I ask you to share a site name, or your first name so that I can search our support desk to look into this further.

It’s possible our replies may not be getting to you, in which case we will take additional steps to make contact with you as soon as we can track down a ticket number assigned to you.

I look forward to hearing back from you, so that we can assist you in resolving any issues you may be having.

I believe we have made contact with you on our support desk and helped resolve the issues. ??

If not, please do let me know.

Thanks for the response!

Unfortunately, since we have been trying to resolve an issue since October/November (of ’23) we have had to find and use another solution and this was just decided around the time of your response. The client could not wait any longer so we purchased and installed a new plugin.

For some background: I first started sending emails in follow up to both [email protected] and [email protected] last Oct/Nov and then also have sent requests (on the support contact form here: https://www.wpgmaps.com/) with no response.

The promise of support by paying the higher tier for this plugin was the reason I purchased this originally. I would like to know if we could receive a refund on this plugin. I was not able to achieve what I needed to for my client and do feel that we did pay for a level of service that we did not receive.

Thanks again,

Hi @momowondertoes,

I do understand that this was a timely issue. We are sorry for the fact that our emails did not reach you, this is likely due to an email delivery issue, we’re looking into that further on our end. We do usually reply to any emails within 24 hours, with exception of weekends.

As this is related to our Pro add-on, and we are not allowed to handle any Premium support via these threads as per the www.ads-software.com guidelines, I will need to reach out to you directly to discuss this further, and submit your refund request to our accounts team.

Please check your mailbox for an email with the subject line WP Go Maps Support, this will be from my direct email address, not from our support desk. If you don’t receive that within the hour, please let me know so we can make an alternative arrangement.

Thanks for your follow up and email this morning. As I explained in my email response, I do manage my own host/mail server and there were no emails in the logs from support in reply to my last requests (at least not from the same email addresses that had come from this plugin’s support before). I also sent and attached a screen capture of my last support form submission on the website (which was time/date stamped). From that time, until now, there has been no response which is just about 7 days now (5 days without the weekend). Support was great initially and, as mentioned, if you find this is an error on my part (responses were sent) please let me know and I will certainly apologize for that. Thanks either way and best regards.

• This reply was modified 9 months, 1 week ago by momowondertoes.