WORST SUPPORT EVER

Support isn’t asking you to fiddle with a live site. They are expecting you to have another site available on which you test everything before you put it into production.

If you haven’t got such a site, I can’t see how Pro support can be to blame for that.

You really need to create one asap.

Hi,
Among the thousands of customers, there are always people with special requests, which are more or less quick to respond. They must test and find the answers to all of them. Now, you know, like me, people who are satisfied do not post. Also, on Google, there are only people dissatisfied. Having worked in a customer service center, the 1 % dissatisfied were those who were always talking about themselves ( sometimes correctly ). But we can applause the professionalism of the technicians, I assure you, are doing everything possible. I had several requests to do, and they have always been there. Even if it sometimes takes a little time.
The golden rule is to never activate a plugin on a production site, but on a site on the test bench. Once it is set, then we can put it front.

@edtxreviews writes…

> they are VERY slow to respond

Wow, that would be news to me. Our average response time is approx 24-48 hours, Monday-Friday 9am – 5pm EST. What was your ticket number in our support system? I can’t find any tickets from you at all actually. I’m happy to review if we can locate the tickets that you submitted though.

Our policy regarding a test installation is actually very simple. We _only_ assist with test installs, period. If you don’t have a test site where you/we can reproduce a problem, we ask that you set one up. Why? See: https://s2member.com/kb-article/testing-in-a-clean-wordpress-installation/

Having said that, we do monitor 3rd-party plugin and theme conflicts (feedback, in general) and we do the best we can to eliminate those. However, finding those without there being a clean/test site to compare with and then locate the conflict is nearly impossible.

I fiind your response laughably ironic considering how long ago this was posted! But I’ll play along.

Ticket 9649 was submitted on 11/23, I received a message from your system on 9/25 telling me you would reply “soon”. I sent a follow up later that day and received a reply from Kristine who was relatively helpful offering just enough info so that I could ask others how to fix the info. Up to that point I was not impressed but not upset either.

then on 12/28 (the day you were to “resume normal hours” I sent request 10293 which is where things started to shift, I asked your people about social media login/registration functionality or other plugins that would be compatible with yours & the response I got from Pat Dumond was a pathetic “I don’t use this” followed by a suggestion that I do a google search which left me confused about the quality of your “pro” support as your people surly must imagine that I would have googled it before wasting their time with it!

I then received another response telling me you don’t recommend other plugins & thats fine but the question was about how can I get this function & only mentioned other plugins if S2member couldn’t do it, but your people latched on to that and missed the actual question & frankly, you should know what plugins yours plays well with when your charging a pro fee.

I had all but given up hope that you all were capable of providing support but was forced to contact you again on 1/15 (ticket 10678) when my landing pages stopped working (a issue that is very well documented on the internet).

I got a response from your resident rockstar Pat Dumond asking for backend access (which I provided right away) and heard NOTHING from you all until the 19th, then on that day I got another genius level question from our friend pat who wanted to know what my sign in address was! And yes… All this time went by & the problem STILL wasn’t fixed, on the 20th I gave up and got help (once again) outside of your support and resolved the problem.

Now here it is several months later & I am fixing to pay someone to rebuild my site without your plugin as its NOT WORKING AGAIN. It’s weaved its tentacles into more areas than expected and since we’re unable to count on you all to provide useful information w/i a reasonable amount of time (and no, telling me to use google and taking 2 days between requests, is not “reasonable”), I’m forced to trash it all together.

So there you have it… See you in a few weeks ??

Thanks for the details ??

> I fiind your response laughably ironic

I don’t find it laughable at all. You posted a review here in the community forum with only 1 star after we tried to help you with everything from unzipping the plugin and uploading via FTP, to helping you diagnose problems with a live site that was running several other plugins in concert with ours. One of our agents even volunteered to take a look at your Dashboard in one instance. 1 star is what we get for trying to help you?

> considering how long ago this was posted! But I’ll play along.

From your last response, it sounds like you were expecting a reply right away to your review here. While we do monitor this community (especially reviews), we don’t do that on a daily basis, nor do we have any SLA with respect to response time in the community. The 24-48 response time is for support inquiries at s2member.com.

> Ticket 9649 was submitted on 11/23, I received a message from your system on 9/25 telling me you would reply “soon”.

I have this ticket info also and I see that you submitted it on 11/23 as you noted. A support ninja responded to you on 11/24 though, not on 11/25. The reply that you received was not a “soon” message either, it was an answer to your question about how to unzip the file and upload via FTP. To which you responded back on 11/25 after having received the reply on 11/24. It looks like the rest of that ticket went smoothly, and you noted the same. So I’ll leave it at that.

> then on 12/28 (the day you were to “resume normal hours” I sent request 10293 which is where things started to shift, I asked your people about social media login/registration functionality or other plugins that would be compatible with yours

We don’t offer advice about other plugins as a part of our support service. This is why the second agent suggested that you move that question to the community forum. However, I do agree that the initial response that you received left a little to be desired. Thanks for bringing that to my attention.

> I had all but given up hope that you all were capable of providing support but was forced to contact you again on 1/15 (ticket 10678) when my landing pages stopped working (a issue that is very well documented on the internet).

“very well documented…” Can you provide a point of reference for that statement? s2Member doesn’t have any feature that would host landing pages, so I’m not sure what you mean by that exactly. What sort of trouble did you have? From the ticket, I see that you replied back and stated that you fixed it yourself, so I’m assuming the problem was not with the s2Member software but with something else?

Actually, I couldn’t find ticket 10678, but I did find 10648, so I think that’s the one you mentioned. It was submitted 1/15 (a Friday, right before a long holiday weekend). While we do try to empty our queue before a long weekend, that is not always possible due to the number of tickets we receive. The response that you received four days later was after the weekend (support is closed on the weekend) and after the Monday holiday.

> Now here it is several months later & I am fixing to pay someone to rebuild my site without your plugin as its NOT WORKING AGAIN.

In your review you wrote that you received the “WORST SUPPORT EVER”. It is difficult to help if you don’t explain what the problem is exactly. I don’t see any tickets from you since 1/15 (ticket # 10648 referenced above). If it’s “not working again”, feel free to write to our support dept. and I’ll help you myself ??

Having said that, I don’t appreciate you trying to publicly shame our support dept. I don’t know you, but it’s difficult to see how s2Member failed you in this instance.

I’m seeing tickets where we assisted you. In most of those tickets you seemed very impatient, and then we got a review where you now blame us for not providing good support; coupled with statements like, “NOT WORKING AGAIN”.

That sounds like frustration, which I can understand. We have all been there. However, since you were starting from a point where you had trouble unzipping and uploading the plugin, that suggests that you have some obstacles to overcome yourself; i.e., running a membership site with our plugin is not all point and click. It can get quite technical at times. Running a membership site can be a big responsibility.

Blaming your frustration on us and then claiming that we did not provide you with adequate support is not cool. Our job is to answer questions and kill bugs; not to help you troubleshoot problems with other plugins, offer advice about which ones to use, or to be at your beck and call when you have problems with a WordPress site that happens to be running our plugin. We want to help, but we don’t generally respond to impatient demands for assistance. Especially when you reply back three and four times between the time you submit the ticket on a Friday and when we return on Monday to review and assist.

I’m not going to go back & forth on this anymore, I did not post here expecting or hoping for tech support, I did it to warn others that if they DO expect support (especially if they paid for it) they would be disappointed.

The plugin is not working, and has not been working for more than a month, you are correct, I have not submitted a new ticket because I have GIVEN UP on you all, I’m done, you keep putting it back on me trying to say its another plugin conflict & god knows what else and despite doing everything I’ve been told to do by you all the landing pages STILL DON’T WORK! This isn’t just me, it’s not just my site, it’s not my plugins, the problem is YOURS and its very well documented online & you know what else is well documented? The lack of S2members efforts to resolve the issue. Your plugin is not reliable and I can’t risk my site constantly having problems as a result.

I am currently in the process of a rebuild just to GET RID of this plug in. So yes, that is how bad I’ve experienced you’re plugin & your service… I’m paying people hundreds of dollars to undo what your plugin has done. So when your done pretending like I’m the only person who’s ever given you a negative review for your atrocious customer service and long wait times, I suggest you google S2member complaints & landing page problems and spend your time focusing on fixing the problems rather than denying them and attacking customers who have the gull to speak up and warn others. Maybe if you fixed the issues, you won’t have to have the discussion again. I’m done now. Good luck.