No response from support

  • I tried this plugin, and had issues with the content restriction aspect – it didn’t hide the content it was supposed to.
    Having contacted their support team TWICE, and not even getting any acknowledgement, I’ve given up and found an alternative.

    Update – 4 Oct 2018
    My server was blocking their email, so I was unfair in my criticism. They’re working on solving my problem, and I will update my review once the issue is resolved.

    Update – 7 Oct 2018
    The service from these guys has been absolutely outstanding! I have never experienced such good support / customer service from ANY other WP plugin developer (including premium plugins / addons from some of the other sites!)

    • This topic was modified 6 years, 1 month ago by yeboad. Reason: Update
    • This topic was modified 6 years, 1 month ago by yeboad. Reason: Update
Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor profilegrid

    (@profilegrid)

    Hello yeboad (@yeboad),

    We reply to every support ticket within 24 hour except weekends. Did you write to us through our website? It will create a ticket on our Helpdesk and you can check it by logging in here.

    I will ask support to check status of your ticket. Meanwhile, please check if our responses are being filtered out into your spam folder.

    Thread Starter yeboad

    (@yeboad)

    Yes, it was through your website, and I’ve been waiting to hear from anyone for more than a week.
    Your emails are not being filtered from what I can see, unless your IP address is blacklisted by one of the major spam reporting services (eg Spamcop.)

    Plugin Contributor profilegrid

    (@profilegrid)

    Hello yeboad (@yeboad),

    Sorry for the delay. I think I got your tickets. We needed an identifier (email usually), but there’s one with your domain name on our system.

    Ticket # 1 ID: LZK-258-92889

    Posted on 23 September 2018 which we replied on 24 September 2018.

    Ticket # 2 ID: JOK-408-92994

    Posted on 26 September 2018 which we replied on 26 September 2018 (same day 4 hours difference)

    Are these the dates? Both tickets are in waiting. Since our ticket emails are not reaching you, I will ask one from the staff to write to you from personal email.

    We are extremely sorry you had to wait, but it was totally unintentional. We respect your decision to move to another plugin, but if there’s an opportunity we would love to make things right.

    Cheers!

    • This reply was modified 6 years, 1 month ago by profilegrid.
Viewing 3 replies - 1 through 3 (of 3 total)
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