CS needs Improvements / Issues with updates need addressing

  • REVISED:
    I have worked for close to 3 years with their plugin and multiple add-ons.

    They struggle to write bug-free code, QA is something that needs to be improved and the absurd file structure with the countless add-ons makes constant issues when there are updates.

    Customer support needs to improve how to interact with customers and stop asking for money first before they even try to understand the problem. When you find a bug they will ask you to post on the community page and people have to vote for it in order for the developers to fix it, basically, no bugs will be fixed unless the community wants them fixed.

    UPDATE:
    I do not believe that things with customer support have changed that much and still after the last updates 17.8, we had issues and had to revert to a backup. Still, the first thing support asks is for money before they even understand the problem, I do believe that in the end, the plugin has a lot of potentials and I hope things will improve for the future. Rating updated from 1 star to 3.

    UPDATE2:
    It has been quite some time since all the issues we experienced in the past with Bookly and I can honestly say that they have fixed and optimized things all over the place. Upgrading the review starts to 5, as they have taken notes on the issues and resolved them, thank you for that.

    • This topic was modified 5 years ago by TheSickle.
    • This topic was modified 2 years, 3 months ago by TheSickle.
    • This topic was modified 2 years, 3 months ago by TheSickle.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author Bookly

    (@ladela)

    Hello!

    We are sorry to hear that you had a negative experience.

    The bug you’re talking about is not a bug actually but a functionality that has been already developed. It will be added to one of the future releases.

    If you had an active item support subscription, our technical department would be able to apply it before the actual release.

    We’re sorry that our support agent misled you in this respect. Well, as per your statement, our team has “no basic understanding how to write bug-free code”. If you’re unhappy with the product whatsoever, may we ask why you keep using it? You’re free to choose from multiple alternatives.

    Best regards,
    Bookly team

    Well, as per your statement, our team has “no basic understanding how to write bug-free code”. If you’re unhappy with the product whatsoever, may we ask why you keep using it? You’re free to choose from multiple alternatives.

    Wow Bookly? Why do we keep using it?
    Maybe because we have paid for it?!!!
    I have 2 site licenses and also paid for a number of “addons”, not to mention ongoing payments for SMS service?

    Thread Starter TheSickle

    (@thesickle)

    It is interesting how you are explaining a bug and what would have happened, when I have not at all specified what bug I am referring to and no they would not have fixed it before release, because I was asked to report it on the community page if it gets enough votes, then it would have been fixed by your dev team, IF it got enough votes. Basically choosing which bugs and issue to be addressed. I will give you a hint here ALL BUGS and ISSUES have to be addressed, this is just basic requirement in a software product.

    I am still using your plugin because the client paid for it
    [I did everything I could to convince them otherwise and now they are sorry for working with your products] We need to time to migrate to a new setup and I was giving you chance after chance to get better, but no change. I saw from the numerous complaints that some people are migrating to : https://wpamelia.com/ will give them a try for sure. Do not worry your plugin will not be used, recommended or advertised to any of my clients for the future.

    After every update your code is broken, immediately AGAIN after update 17.6, the reservations stopped working. I reported this and instead of the support to reply, thank you for your feedback we will send it to our dev team to check their latest release for possible issues and come back to you. Your reply was you do not have support package please buy one [update was for the CORE FREE part of the plugin, so yeah it seems the free part also requires you to buy support packages], even if I did not ask anything of you to do besides to report this bug to your dev team.

    I do not want to get your fixes before everyone else I do not care about that, idea is to fix your problems when reported to you, companies actually pay to people doing bug reports because it helps then improve their software.

    • This reply was modified 5 years, 5 months ago by TheSickle.
    • This reply was modified 5 years, 5 months ago by TheSickle.
    Plugin Author Bookly

    (@ladela)

    Hello,

    We’d like to help you here but we can’t. We cannot provide any support for the PRO version here. Please contact us directly on our site. I am sure we will have no problem supporting you on our own site.

Viewing 4 replies - 1 through 4 (of 4 total)
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