Poor Support

  • Unfortunately I have time to write this review as I am unable to progress with work while waiting for a reply to a query that I have concerning a feature, or missing feature, on the Pro version of the FV Player.

    Not withstanding whether the issue can be remedied or not (as yet I do not know as I am still waiting for a reply) I am currently rather disappointed with the level of support so far – as I have had none.

    So, to be clear, this review is concerning the support process. If the issue I have can not be remedied then I will write another review about that specific issue – or update this review.

    The support is not easy to access and at every stage one is encourage to pay for premium support. It is now over 6 and a half hours since I posted my query on their own website support service and I still have had no feed back.

    I give their support a very poor rating.

    I think it’s fair to say that anyone who buys a plugin expects to receive prompt, if not immediate, support for their issue. After all, the product is built and costs nothing to deliver as it’s digital, so therefore the support element of the plugin is vital to its success and of course the users’ ability to benefit from it, commercially or otherwise.

    I think it would also be a fair reflection of most peoples’ sentiment if I say that we expect excellent support to be included in the purchase price. I think most of us, for a feature rich plugin, are happy to pay $100, or $200, or whatever the price may be as this is up to our own evaluation. But what we do NOT appreciate is paying a fee for the product and then be encouraged to pay EXTRA for timely support. This is very bad practice.

    If i pay for the product i expect good support. If the company is not willing, or can not afford, to offer good support then they should charge more from the outset. The latter method keeps everyone happy and avoids customers being left with products they can not use. Time wasted trying to resolve issues and or not being able to progress with work quickly becomes far more costly than the plugin itself.

    My advice to anyone considering buying this plugin is to spend plenty of time using the demo version if you can, as if your experience is similar to mine, you will be waiting far too long for feedback to even the most basic of issues.

    • This topic was modified 3 years, 6 months ago by jmpc.
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  • Hi JMPC,

    We provide a $75 professional plugin with $30 renewal for support and updates. This price does not include live chat support, general help with your website, theme issues, general WordPress issues.

    We did provide same day support in your case. This one star rating was posted within six hours of posting your query. In the end you wrote us:

    Now, thanks to your responses, I can at least see that this is a theme problem/issue not a problem that arises from your plugin.

    I am currently speaking with the theme author to see if they are able to provide a solution. The theme came with the FV player already integrated into its function so I am hopeful they can provide a solution.

    So in the end, the issue was not our fault at all. The paid support option is a service we provide to end users to allow us to do more for you. As a company we buy and use a great deal of software. Let me tell you what real world support is most often like:

    Situation One

    Support agent – I’m sorry it’s not within the scope of support. I can’t answer that.
    Me – Can I pay extra for more help with the issue.
    Support agent – No and I’m closing your ticket. Can I help you with anything else?

    Situation Two

    I send in a very long, very detailed support ticket after carefully combing the knowledge base, documentation, a forum if they have one, the web for solutions. This would be a product or service I might have used for three years. My question is complex. The agent sends me back a copy and paste basic answer suggesting I read three very basic knowledge-base articles which are covered in paragraph three of my detailed report. I answer that and draw attention to how I had told the agent I’d already read those articles. In the end, the agent knows the software less well than I do and there’s no expert help forthcoming for love or money. Just a copy and paste human-bot.

    This is not what we do. We give detailed, expert answers. If the question is beyond the scope of function of our plugin, we offer paid support to help our customers troubleshoot complex issues or have us configure advanced services ourselves.

    In turn, allow me to tell you what kind of person I’m not very fond of. It’s the kind of person who writes one star reviews to blackmail a small business into providing service to which they did not agree or just to tear down a small business where the partners and staff work very, very hard to provide personal support and a public forum (very rare among software companies) to allow users to search for answers themselves.

    Your expectations seem unrealistic. We would be happy to refund you and cancel your license.

    Alec

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