Shameful customer support, arrogant developer attitude

  • I’m using Yoast + I’ve bought the Woocommerce SEO add-on, and customer support and developer attitude is frankly horrific.

    Confirmed bugs are left unresolved for months and months – and after continuously asking support about the status on a bug they verified themselves, they’re offering to (perhaps) fix it.. six months from now!

    What sort of attitude is this towards paying customers? Shameful.

Viewing 5 replies - 1 through 5 (of 5 total)
  • benvaassen

    (@benvaassen)

    Hi @aand,

    Almost a year has passed since your review. Sorry it’s taken us over a year to get back to you. Are you still using our plugin? Is your issue resolved by now?

    We love to hear from you!

    Thread Starter aand

    (@aand)

    Still no resolution in sight after 15 months. Shame on you.

    benvaassen

    (@benvaassen)

    Hi @aand,

    Could you email us (you can press the purple bubble in the right corner) with additional details regarding your issue and refer to this review in that email? I can’t see who you are here so I can’t see what happened to your issue, but I’d love to check it out and see what I can do to help.

    Thread Starter aand

    (@aand)

    Hi @benvassen, I think the easiest thing is simply to check out the thread on Github regarding the issue:

    https://github.com/Yoast/wpseo-woocommerce/issues/71

    Plugin Support Taco Verdonschot

    (@tacoverdo)

    Hi @aand,

    Thanks for your reply.
    The problem with this issue is that is it really rare. It only occurs if you’re using a specific, extremely uncommon combination of settings and choices. In fact, it is so uncommon that in 15 months, we only received your report. As a result, it wasn’t marked high priority.

    So yes, we verified that it is a bug. Unfortunately, we do not have endless resources. That’s why we decided to allocate our resources to projects/issues/problems that affected more people.

    I’ve been trying to find the conversation you had with our support team, but based on the information I have about you I cannot. We’d be more than happy to help you work around this problem if you reach out to our support team.

    At the same time, you may have seen some movement on the GitHub issue. Our development team has added it to their queue, to investigate if it’s possible to resolve this problem. If so, they will. Otherwise, they’ll comment in the ticket why it’s not and close it.

    Long story short, we’re sorry that we haven’t been able to fix the problem you encountered yet, even though this was a deliberate choice because of the low number of reports.

    If you have any further questions, please reach out to our support team and refer to this conversation.

    If you want to edit your review, you can do so here.

    Thanks,
    Taco

Viewing 5 replies - 1 through 5 (of 5 total)
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