virtuousgiant

Glad we could be of assistance! Thanks so much!

Thanks for the kind words! Glad we could help, and appreciate your support!

Thanks so much, that means a lot. We try very hard to make every experience a good one, and glad it’s going well so far!

Thanks so much! We really appreciate the opportunity to serve you, and are grateful to have you as a long-term customer.

We’re looking forward to seeing your site go live!

Wow, I’m really disappointed to see that your support ticket resulted in a 1-star review. We had just responded for the 3rd time today, posted a brand new update, and were keeping a close eye on your ticket to make sure we get it right for you.

Just to confirm, the only issue is the missing currency code?

I noticed that you had some errors on an update, but as I suggested, I think that was an issue related to your server and/or the update process. The plugin became uninstalled somehow during that process, which resulted in the error.

I’m not sure if you’re willing to give us a chance to get it right, but we’d love the opportunity.

Wow, thanks so much! It’s an honor and pleasure to serve great customers like you.

We truly appreciate your support.

Thanks so much! Serving customers like you makes our jobs 100% delightful. Appreciate the support!

Closing.

Usually related to permalinks. Please open a ticket at https://forums.ignitiondeck.com

Hi @earthways, I’m sorry to hear that you’ve had a negative experience. If you’ve used our product for 4 years, it means that you’ve paid for 1 full year + 3 renewals, in which case it must mean that you enjoyed it at one point.

I’d like to find a way to get you there once more.

I did a quick scan of open tickets and found one recent ticket wherein you posted Friday night after support was closed, and again over the weekend. I sent someone in to answer the question for you in hopes that it will show we are indeed trying to do our best, even if it’s outside of normal support hours.

I also scanned some additional tickets and found that you’re using the Backer theme. You’re right that it can be extremely frustrating to see your theme break over and over again. Sadly, this is the result of the way Krown Themes has chosen to integrate with our product, wherein they remove most of our hooks and replace them with hooks of their own. As a result, our updates break their functionality.

We have tried to work with them to help them better integrate, but they seem to have moved on. We certainly do not want people to feel that they must use our themes, though we do offer several free themes. I think you might find that you’d have a better experience with another non-IgnitionDeck integrated theme, wherein our plugin functionality is pure and not altered by the theme maker.

We do scan the forums and support email addresses multiple times throughout the day. There have been times where we are understaffed, but I think that if you look through the recent support tickets, you’ll see pretty fast response times.

In any case, I hope you’ll give us a chance to improve upon your current rating, and keep you as a customer. Please feel free to respond here, on the forums, or via email: hello at virtuousgiant dot com.

Thanks!

Thanks for taking the time to share your feelings about our product.

I looked through our system for emails or support tickets related to Lumier Publishing, but could not find any. Could you tell me if you have submitted any support tickets that were either not answered, or answered insufficiently?

Is there any chance that this thread is yours?

https://ignitiondeck.com/id/forums/thread/project-reward-level-translation/#post-69196

We responded within 1 hour yesterday, but did not hear back until 4am this morning, at which time it seems you submitted this review.

Please note that our support team is based in the US, and typically operates 9am-5pm EST.

Also, it’s best to file a support ticket at https://forums.ignitiondeck.com, as we don’t actively monitor the WordPress forums. Thanks!

Can you ensure that you have the latest versions of IgnitionDeck, IgnitionDeck Crowdfunding, and IgnitionDeck Commerce?

Thanks for the inquiry!

Yes, it is possible to complete transactions without payment. In our system it is called “offline payment.” Enabling it is as easy as checking a box and saving gateway settings. When enabled, it essentially acts as a promise to pay, and completes checkout as normal. Admins then take payment outside the platform.

This requires at least an IgnitionDeck Echelon license: https://ignitiondeck.com/id/ignitiondeck-pricing/

Hi @plainjane. I’m sorry to hear of your negative experience with our product. I’d like to take the time to write a thorough reply that addresses all of your issues, but in the meantime, wanted to see if you could point us to a specific ticket that you felt was not handled properly, and/or the parts of the documentation that frustrated you most?

Thanks!