Support could be better

Hi Paul,

I’m very sorry to hear you feel this way. We spent several days waiting for you to respond to our questions in your help desk ticket. Generally, we try to keep all communication in the help desk rather than direct email. This way, if someone else needs to take over the ticket, we can generally do it seamlessly. But in your case, you had some direct emails with Jamie right before she went out of town for a week. We should have planned ahead better so I could have gotten the info in the emails I needed in order to continue helping you efficiently.

I hope you will give us a chance to change your mind and improve your review.

Hi Steph,

Looking back I think I was a bit harsh with my feedback. Your product is very good and actually rates much higher than all of the other products I tested. Your support was OK, but could have been better. Having already passed on my site details via Jamie’s personal email I was very surprised she did not pass them over to you before leaving. I was reluctant to post them again especially on the helpdesk where details may have been exposed to public eyes.

Unfortunately I am now unable to use Formidable forms because it caps out at 400K entries however I will keep a lookout for your next release as I do like some of your plugins.

Kind Rgds,
Paul

Hi Paul,

I apologize I didn’t forward your details over to another moderator before leaving town. I’ll try to help the transition from myself to another moderator go more smoothly for other users next time I go out of town.