Poor Product Support, Transaction Failures

  • Unfortunately, I cannot give this plugin a good rating. We’ve purchased the premium version and are having transaction errors. We’re losing money by the minute and when you contact support by phone, they are “in a meeting.” I called twice and they were “in a meeting” for over three hours? Really? I sent in two emails and the person managing the Facebook Messenger contact tool can’t do anything either. This is one of the worst support experiences I’ve had with a plugin for WordPress. And, you’re stuck using it, because it’s seemingly the only one, so they have no reason to be great. Very poor experience overall. And, there’s no documentation. What documentation there is not actualy incorrect.

    • This topic was modified 5 years, 6 months ago by Tony Zeoli.
Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author Design Team

    (@bngdesign)

    Hi Tony,

    Thank you for your feedback and we’re sorry you have to go through these issues, I’m sure it’s been very frustrating! After looking into your support requests, it seems that the issue with the customer transactions failing was related to the processor settings and what card types your processor works with. I believe this is something you are currently working with your existing processor to resolve and unfortunately, we can not control or support their system.

    BNG also offers our own payment processing solutions, in addition to plugin and web development. We would love the opportunity to potentially help you with your payment needs and potentially save you money!

    I understand the frustration with not receiving a reply within a few hours. We try our best to reply to support requests as quickly as possible but understand the urgency when you cannot process your payments and do apologize if we failed to meet your expectations.

    Please let us know if you have any questions or concerns.

    BNG Design

    Thread Starter Tony Zeoli

    (@tonyzeoli)

    Thanks for your reply. Yes, it was the payment processor setting. And that is a difficult thing for your company to deal with. However, the documentation for this plugin should take into consideration these issues and provide at least a semblance of direction to say, if you get these series of errors, check with your payment processor.

    In Fortress Payment’s admin to manage the processor functions, they don’t even allow you to check off the two settings in question that were creating the failures. So, their documentation and your documentation both don’t identify that issue and give instructions on what to do.

    I am usually very gracious when giving reviews and I do appreciate the follow up, but when you have a client who can’t process payments because of this ambiguity and there’s no one there to help for hours – and remember, I called the office twice and was told the team was in a meeting. And, it was about 7-hours between calls plus my message left here in the forum AND multiple emails. As a softare professional, I’m certainly aware of how this can all fail and I’m not trying to be a jerk, but having to wait for over 7-hours after calling the office twice and being told NO ONE was available to help me. That is why my review is 2-stars. It’s not so much the response here, but the non-response when I called in with my issue.

    It’s so funny, because the stress didn’t have to happen and it was two simple check boxes on their side, but the hours it took to solve that problem were far too many on both BNGs and Fortress Payments side. But I understand the nascent CBD industry doesn’t yet have the support systems like PayPal and Stripe do. It comes with the territory, I guess.

    Anyway, I appreciate the apology, but just wanted to point out the multiple phone calls and emails – not just my post to the support forum.

Viewing 2 replies - 1 through 2 (of 2 total)
  • The topic ‘Poor Product Support, Transaction Failures’ is closed to new replies.