Unresponsive Support: Waste of $70. Buyer Beware

@cosmicreality – I’m saddened to hear about the experience you’ve had with our support team, for our Pro members. ?? I would feel frustrated too if I never got a reply back. We make it a point to reply to every support query we receive well within 24 hours. If you did not receive any reply after numerous contacts, it makes me wonder if A) yours or our messages were caught up in SPAM, B) your email address had a typo in the form and our reply was not received on your end C) if your email account is with Yahoo, due to their recently being hacked, email addresses with @ yahoo have been widely blocked on email servers and filters.

“buggy and unnecessarily complicated” – while we understand our plugin isn’t for everyone, I would still like to hear from you in what ways you feel our plugin could be improved to be less complicated. If you found bugs in our plugin, we of course want to know about those so we can fix them asap! Would you be open to sharing your thoughts on how we could improve?

“unable to receive a refund” – we do provide a generous 30day money back policy for our premium plugins. We feel that is more than enough time to review the plugin and decide if it fits well with your site or not. ??

“work in an intuitive way” – if you don’t mind providing more context, we do want to hear you out on what you find not intuitive and what would be more intuitive in your opinion. ??

Thanks @cosmicreality !

Becky

Thanks for your reply, Becky.

Imagely’s replies were not caught in my spam folder, but I am using a Yahoo email account.

If you’re unable to reply to people who have a Yahoo email account, please write this clearly on your website’s contact form. Millions of people have Yahoo email accounts.

Regarding NextGen gallery not being intuitive, this is something widely discussed on reviews of this plugin online.

The best advice I can give you is to sit down with a typical wordpress user who is unfamiliar with your plugin and to have them try to accomplish different tasks.

I believe user testing will quickly show you how you can make the plugin user friendly.

Hey @cosmicreality – I just wanted to let you know that your feedback is well-received. We actually do perform user testing when we make some major changes to the plugin. I would love to talk more in depth with you on what you don’t find intuitive. If you’re open to a separate discussion, please send me a message directly here: https://www.imagely.com/contact and reference your review here. We have sorted out the Yahoo mail issue, so your message should go through ?? I think your perspective is important, and I would like to know specifically what you didn’t like about how our plugin was behaving and what the biggest struggle was in managing the galleries. I really appreciate your reply and hope to hear more from you soon ??

Thanks @cosmicreality !
Becky

Hi cosmicreality,

if you are not using the plugin any more, are you interested to sell it to me? I would like to give it a try because I need some of the features. In this case you would at least get some money back.

Best regards,

JCB