Great plugin, not a great support…

  • I was very satisfied with this plugin until I encountered a technical issue.

    Since I wanted it to work and had already spent a lot of time customizing it with CSS to match my brand, I decided to buy the premium version to get support.

    Even after paying for premium support, it took a month to get a response. I had to send multiple messages and finally opened a new ticket to tell them I hadn’t received any reply. Only after that did they respond, and they simply told me they couldn’t find a way to fix the problem.

    I told them their support was very poor and that if they weren’t going to improve, I wanted a refund.

    They never offered a formal apology and just issued the refund.

    Don’t expect this company to care about you—not even if you pay.

    If you’re a serious business, you will probably spend a huge amount of time and effort in editing every aspect of the cart to match it to your brand. And at the end, if you have technical issues with this plugin, you will be on your own. And this is one of the most critical aspects of an e-commerce, right?

    So just have that in the back of your mind if you’re using this plugin.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Support Janilyn T

    (@janilyn409)

    Hi @gmongrut ,

    First of all, we are sorry for all the troubles and inconveniences caused to you.

    Most of our developers are not really good at expressing themselves in English, so they might not have provided a proper response to users’ requests. Sometimes, our developers don’t respond to users because they have no useful clue or workaround to offer for the case, though they are still working on the case during that time. We truly apologize for the void in communication with our developers.

    On our Ticksy Support Forum, there are some cases in which when a ticket is held for some time, it will be pushed down the line and get lost in the support agent’s dashboard. It seems that your ticket might have been lost in the pending line so when you create a new ticket, your case is back on the top.

    We do have a support mechanism in which our developers must report about cases held for over 7 days. And each developer must confirm they have tried at least 3 times in 3 weeks with no luck on the case before offering the refund payment as a compensation. Our staff might have processed the refund request but forgetting to state the reasons in details.

    But you can count on us that when our developers offer refunds as a last resort, they have really tried their best to solve the case. It’s just that our developers failed to find a valid solution or at least a workaround. Issues that are triggered when using external themes or plugins are often the most difficult to us. It’s a shame to admit so.

    We hope that you will accept our apology and refund request as a compensation for all the inconvenience. And we hope we will still have your support in our other plugins.

    We wish you all the best.

    Best regards.

    Thread Starter Le Bon Marché

    (@gmongrut)

    Hello in there,

    I’ve modified my review and changed it from one star to three because you still have a great product, and I don’t want to diminish that.

    That said, you shouldn’t justify yourselves by claiming the English language is a barrier. The issue with “Dustin” isn’t about language; it’s an attitude problem. He comes across as cocky and arrogant towards customers, and someone like him shouldn’t be in contact with customers.

    To connect with customers, you need to know how to treat people, just like you do, @janilyn409. Your service is incredibly good. Unfortunately, the perception of the company from the customer’s perspective is shaped by every interaction, and this individual lacks the necessary expertise and “human touch.”

    Again, I appreciate you taking the time to reply and wish you well with your business!

Viewing 2 replies - 1 through 2 (of 2 total)
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