My support problem

Thanks for asking! Of course I received your ticket but I will not answer again to it because I already answered to your “performance issues” multiple times and provided different solutions. There are a many other people with real technical issues and they get help very fast.

And to answer your other question. I do not know what is wrong with some people. They submit empty support tickets without accounts details, with the wrong theme and plugin names and versions number or they just spamming with messages like “Did you ever go through my ticket?”. This makes it hard to impossible to solve the problem without check backs which costs time (and money). So I charge these people for their laziness to describe a problem in detail and provide the correct information.

Additionally sometimes there are tickets by people who say “I am plugin developer myself” and then they ask basic questions like “How to configure the caching plugin?” for a plugin I am not associated with. You know what I mean? ??

Hi Dennis,

Thanks for responding at least. Here are my comments:

// Thanks for asking! Of course I received your ticket but I will not answer again to it because I already answered to your “performance issues” multiple times and provided different solutions. There are a many other people with real technical issues and they get help very fast.
– I agree that the same performance issue occurred few months ago and you asked me to add a code under functions.php which fixed the issue that time. You said you’ve answered multiple times and provided different solutions but first, those responses (few months ago) were related to the same issue (a single support thread) so you can’t count it as a multiple responses/threads actually. Second, there were no different solutions provided – just a piece of code you asked me to add under functions.php. So here – I totally disagree with what you’ve said above.
This means you will not respond to the support thread if the same issue re-occurred during one-year support (and after applying plugin updates). Correct? Please be aware that WordPress core and many other plugins updating constantly and I am damn sure that the main culprit behind slow page load time is your “Encyclopedia Pro” plugin but now you don’t want to respond just because you’ve responded few months ago regarding the same issue. What an unprofessional business ethics!

// Additionally sometimes there are tickets by people who say “I am plugin developer myself” and then they ask basic questions like “How to configure the caching plugin?” for a plugin I am not associated with. You know what I mean? ??
– You shouldn’t answer the questions that are not related to your product (or for the products you’re not associated with), but yes, you’re solely responsible for the product (and support) you’ve developed and the issue occurred due to it.

It’s time to pull the plugs from using your Pro plugins. Many of my clients using your other Pro plugins as well.

Why did you update the status of this thread as ‘resolved‘? You don’t need to do so because this is ‘not a support question‘ nor you’ve resolved anything here.

This means you will not respond to the support thread if the same issue re-occurred during one-year support?

This is a one-case-decision exclusively for your ticket because your performance issue ticket was answered multiple times and there are no news for your problem.

No this is a one-case-decision exclusively for your ticket because your performance issue ticket was answered multiple times and there are no news for your problem.

One-case-decision exclusively for your ticket doesn’t sound professional nor make any sense. Also, could you elaborate what do you mean by multiple times? I only submitted a single support thread till now (since I purchased Pro version) and another one just 4 days ago (which you never responded).

You’re free to list all the questions I’ve asked (because you keep saying you’ve responded multiple times)

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Luckily found my support thread posted here (7 months ago on the same issue) which you never responded (Of course if was for free version and not for Pro version):
https://www.ads-software.com/support/topic/very-slow-page-load-2/
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I’ve checked your support threads here and most of them are un-answered but yet marked as ‘Resolved‘. How?

It appears you’re just here to convert users to Pro version without showing much interest in providing support.

submitted a single support thread

With eleven posts between 2017-03-02 and 2017-10-18. I responded to all of them personally.

Of course I will not discuss any Pro-support-tickets in the www.ads-software.com forums. That’s ridiculous. And of course I cannot answer to Pro-related issues in the www.ads-software.com forums. And as stated in the plugin description I do not provide free support.

With eleven posts between 2017-03-02 and 2017-10-18. I responded to all of them personally.

That weren’t different posts. That was a discussion (question and answers, more info. about the actual issue, how to replicate the issue etc.) about a single issue/problem. Let’s consider this support thread for example. This is a single thread titled “READ BEFORE YOU BUY PRO LICENCE” – single support question so you can’t say that you’ve answered 3 of my support questions because that’s just you reply 3 times to a single support thread.

That question ( https://www.ads-software.com/support/topic/very-slow-page-load-2/ ) asked on www.ads-software.com forum wasn’t for Pro version.

Anyways, show some honesty and believe in good karma. What goes around comes back around.

Don’t mark this thread as Resolved because this is “not a support question” nor you’ve resolved anything here.

Anyways, show some honesty and believe in good karma. What goes around comes back around.

I think so, too. Best wishes for your projects.

Hi, I’m about to close this.

It’s fine to not like a person or their support or their product, too. You’re entitled to your opinion, as he is his. That said, you’re doing the reverse of ‘a review that should be a support ticket’ (which I admit is the first time I’ve seen that in a long while). This should have been a review of your using the free version and the issues you had post upgrade. But the free support forums are absolutely NOT for arguing about the merits and flaws of the PRO version.

dipakcg – Don’t post about PREMIUM support on the FREE forums here, it’s against the guidelines. You are permitted to leave a review on the free version and the upgrade process (this is allowed because the plugins upsell), but coming to just complain about it in the support forums was not the proper way of handling your situation. This is not your soapbox.

dhoppe – Don’t mark ‘not a support post’ as resolved. They don’t impact your ratings or search results in the database, and as you can tell, it annoys people and encourages them to leave bad reviews.