Update: Dismal support

<!– wp:paragraph –>
<p class=””>As usual, Astra support failed to fix a problem. Also as usual, the problem occurs randomly.</p>
<!– /wp:paragraph –>

<!– wp:paragraph –>
<p class=””>The support process starts with blaming plugins. I use very few plugins, and they are all highly rated plugins. I’ve never had a problem with plugins, just problems with Astra.</p>
<!– /wp:paragraph –>

<!– wp:paragraph –>
<p class=””>The next reply is clear cache. Neither of the first 2 steps ever fixes the problems.</p>
<!– /wp:paragraph –>

<!– wp:paragraph –>
<p class=””>The next step is set up a staging site. I did, still no fix. Support sent custom code and screenshots that showed the problem fixed. The screenshots did not even show the problem.</p>
<!– /wp:paragraph –>

<!– wp:paragraph –>
<p class=””>After the the first 2 steps, support offers a fix every 24 hours. Usually, the fixes don’t work.</p>
<!– /wp:paragraph –>

<!– wp:paragraph –>
<p class=””>Astra seems to staff its support with amateurs who aren’t serious and lack any apparent techincal skill. So far, the current problem is a week with no fix and now no reply.</p>
<!– /wp:paragraph –>

<!– wp:paragraph –>
<p class=””>Support blames the slow response on a higher than usual ticket volume. This is a common Brainstorm Force excuse. This is a Brainstorm Force business problem, not a customer problem. Also, it sounds like a lot of other customers have problems with Astra too.</p>
<!– /wp:paragraph –>

<!– wp:paragraph –>
<p class=””>I had Priority support for a year. The response time was still very slow. Usually, the fixes still didn’t work. If Priority support worked, I would be glad to pay for it, but it’s a waste of money.</p>
<!– /wp:paragraph –>

• This topic was modified 2 years ago by clinthi53. Reason: Dismal support
• This topic was modified 1 year, 9 months ago by clinthi53. Reason: Astra support seems nonexistant
• This topic was modified 1 year, 9 months ago by clinthi53. Reason: Astra support seems nonexistant
• This topic was modified 1 year, 9 months ago by clinthi53.
• This topic was modified 11 months, 2 weeks ago by clinthi53. Reason: Astra support seems nonexistant
• This topic was modified 11 months, 2 weeks ago by clinthi53. Reason: Astra support unresponsive and unhelpful