gravity+

We truly wish you all the best, Dave.

Thank you again for sharing more of your experience.

I understand you didn’t want to follow the standard WordPress troubleshooting procedure here, and allow our support team to help you identify what appears to be a simple setup adjustment (but we were unable to confirm without your cooperation).

At no time did we ask you to leave anything disabled for 24 hours — all of our responses to you came within 30 minutes or less. Here are the timestamps: 10:02am, 10:13am, 10:20am, 10:36am, 10:40am, 10:46am, 10:50am, and 10:59am.

And at no time did we mention anything about a higher support option — we don’t even have one.

We’re always here to help and encourage people who want to, to share their honest experience. Unfortunately, we get some less than truthful ones as well.

If you ever see us around at a WordCamp, come say hi! We’re real people, have been in business and had the pleasure of serving this community for 9 years now, and don’t plan on going anywhere.

Thank you for being willing to share your experience.

Everyone is in a different timezone, but it looks like you purchased the paid version of this plugin and emailed us on a Friday evening after support was closed — which we let you know and guided you to the setup instructions in the documentation.

You emailed again multiple times later that evening, and then on Saturday, and then on Monday. Your message was answered in the order it was received, when we returned on Monday (today is Tuesday).

I understand you wanted immediate responses from our team outside of support hours — I’m sorry we weren’t able to offer that to you. We are still happy to help.

Ashley, I’m terribly sorry you feel that there’s no support. Our support hours and contact are included in your purchase email, and here’s what I’m seeing:

* As soon as you purchased, we proactively reached out to you to see if you needed anything.

* Although your purchase only comes with email support, we then did a screenshare with you and walked you through setting up and testing the plugin.

* After the screenshare, we immediately sent another follow up email with a checklist of the things we did, and what you needed to remember once you were ready to go live with your payments.

* Your next support request came 12 days later and was answered within 2 hours.

* The support request you sent 4 days after that — this past Saturday — was answered today (Monday) when we returned from the weekend.

I also checked to see if we possibly missed anything, and can’t see that we did.

So even though I’m not seeing that you received no support and we were unresponsive to your emails, I’d like to reiterate that we are always happy to help.

Hi, Tom,

I’m sorry you feel this way. Our support is always happy to help, and we did indeed ask for clarification on your note since it appeared to say that we were asking you to code when we asked for the link to your form you wanted help with. Our support guidelines are to always ask for clarification when we’re unsure, rather than assuming and responding incorrectly. We also do this so we can *actively* find areas where we can make things more clear in the documentation.

We responded immediately to your support request once we returned from the US holiday weekend, with the instructions for solving all of your issues. We haven’t received a response from you, but if you are still experiencing any issues, please contact our support at gravityplus.pro/contact. We’re always happy to help ??

This is available in the plugin update: https://gravityplus.pro/gravity-forms-salesforce/

The plugin update is available here: https://gravityplus.pro/gravity-forms-salesforce/

The plugin update is available here: https://gravityplus.pro/gravity-forms-salesforce/

The plugin upgrade is available here: https://gravityplus.pro/gravity-forms-salesforce/

This plugin uses the required Stripe JS library and makes sure the credit card data never hits your server. From there, Stripe takes over and here’s their documentation on PCI compliance:

https://stripe.com/docs/security

Fixed in the latest version (1.9.2.11). Sorry for the trouble — please email here for a small thank you gift.

Thank you. You were able to successfully process payments with our product so in no way did we “take money” from you and not deliver.

Unfortunately we don’t have control over any other code on your site — if it was something we *did* have control over, it’d be fixed in a heartbeat. But as explained earlier, the most efficient solution here is to contact the support team for your other code. They are your best resource for a quick resolution.

All the best to you.

Hi, Andoni,

Thanks for taking the time to comment, even though it’s not the type of comment that brings us joy. What made our support “really poor”?

Looking at your account, we

• consistently responded to you within 24-48 hours during our business hours, most times within 3 hours save for weekends and holidays
• continued to follow up with you even after you didn’t reply to our email requesting information beyond “it’s not working”
• continued to work with you even after you re-established contact but misled our support and said you followed our instructions when it turned out you actually didn’t

Once you finally followed our instructions,

• you identified that the problem was with your builder, not our plugin
• you asked us to provide you with code to fix your builder theme or plugin

And while we’d have loved to have the time to dig into the other product, we referred you to their support team since they know their product better than we do and would be your best resource for a quick resolution.

We stand by our product — using it on our own sites — and are always looking to improve. All of our support answers were included in the in-dashboard support documentation as well as the extended plugin documentation on our site, so you wouldn’t even have to contact us unless you wanted to (always happy to talk to customers).

With a rating of “really poor” it’s apparent that despite all of our efforts to the contrary, our communication that we wanted you to be successful failed. Big time.

So

How do you believe our support team should have better helped you process your payments with our product? What should we have done differently for you to see that you successfully process your payments with our product?

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

The field guide walks you through the different actions you can choose, including recording an event.

Hi, Andrew,

Our support team is here to help you be successful (everyone wins this way). If you decide not to allow us to help you troubleshoot the issue you’re experiencing, then there’s nothing we can do.

Our offer from our email conversation still stands:

If you’d like to continue the troubleshooting process, we’re happy to help.

You know where to find us ?? We’ve been doing this for awhile now and know our plugin inside and out, so we’re pretty good at being able to zero in on exactly where you’re going wrong.

All the best.