Unprofessional Total Lack of Support

Hi, thank you for reporting your problem. I’m not able to find your request of support, did you leave it here?

Your open topics are here: https://www.ads-software.com/support/users/borisms/topics/. Maybe you used our hosted forum?

You’re evaluating the whole plugin 1 star because you didn’t get support for a specific task you need to complete. The free plugin offers tons of features which are documented on https://www.thenewslettelugin.com.

Of course not every possible scenario of use can be covered, this is why the plugin is open source: if something is missing (since we’re not talking of bugs) it can be developed externally ad eventually included in the base code to benefit all.

We try to pay attention to every request, but we cannot always answer to every question and sometime we can miss some of them. We’re not ignoring a specific support request, just we miss it or we have not a immediate solution to offer.

Stefano.

So I finally have your attention?!

Amazing what a 1 star review can achieve that repeated requests could not.

Yes a simple question posted on your forum more than a month ago – you have replied to other posting since.

I’ve responded numerous times to your “take 5 seconds pop-up to improve our”- again without acknowledgement!

I don’t care about other features – we have an unresolved problem which has held up our first newsletter to now nearly 1,000 PAX.

“We’re not ignoring a specific support request, just we miss it or we have not a immediate solution to offer.” Perceptions are everything – how can you miss my request when you have answered others either side of mine? If you DON’T HAVE A SOLUTION – TELL ME SO! That way I can move onto a product that is fit for task.

To not reply and claim you did’nt see it means your support processes are deficient and should be rectified – simple! And I am not the first to voice this on the Forum. If I was the first I accept you missed it – but not the case.

Your solution to the problem is still welcomed.

Hoping for but not expecting a reply!!

• This reply was modified 6 years, 12 months ago by borisms.
• This reply was modified 6 years, 12 months ago by borisms.
• This reply was modified 6 years, 12 months ago by borisms.

Hi, we do not scan the forum every day, we receive notifications, go directly to the question and answer. This is why we can miss a request.

Can you help me to find out your request? Which is your name in our site?

And yes our support is not perfect. It’s the support for a free and complex plugin to which we try to reserve as much energy as possible. But we’re humans, we need to sleep, to eat, to care our family. And we need to work and to follow the customers’ requests. Customers that are paying even the time we dedicate to the general support. Just to give the whole picture, but I’m sure you already know that.

Stefano.

The link to the more than one month old positing is:

https://www.thenewsletterplugin.com/forums/topic/import-from-csv-incomplete

A solution is still welcomed…

The import does not support extra fields, as per examples in the import panel.

There is not a feature to import your specific data with extra fields directly available in the plugin admin side.

To import your specific data, you should work at the database level or check if there is an extension in the WordPress repo made by a third party.

Do we lack of that feature? Yes we do. That is why there is no information on how to import extra fields. Will that more powerful import available in the future? Could be, we have no a scheduled date for that.

Why there is not an import for extra fields? The extra field number can be change and the input format cannot be standardized. That implies to make a configurable importer which pre-reads the file and lets to map CSV columns to Newsletter subscriber fields.

Last note: if you add a post in the forum we receive a notification, as explained, and we can miss it.
If you add replies to your self, we do not receive notifications. It’s more useful to open another topic referring to the unanswered one: we will be notified and unlikely we can miss two requests and then we can merge the forum topic and answer.

If we insist ignoring you (as you said), but we do not ignore people, open a support ticket in the WordPress support forum available to every plugin published in their repo:

https://www.ads-software.com/support/plugin/newsletter

Again we receive a notification for each request.

As always, all that for free.

Have a nice day, Stefano.