Of course we are concerned about our users and replying their queries.
But posting negative reviews to demand reply does not look good. It demotivate us and prefer to avoid such users.
I am not the only one. We like the platform but we do have the right to give a fair 1 star if we are all having customer support issue. My customers are not going to wait as “I am working through the issues”.
What is up with this ticket system. If you open the replies here half of your support effort will be gone.
Definitely you may share your experience. But please do not demand anything, it’s a free plugin forum.
Looks like they don’t even care that they are getting negative reviews.
– what do you mean by this?
There have been last 5 negative reviews back to back about support issues and only today you started responding and your first reply to me is basically a mild threat of no response:
“But posting negative reviews to demand reply does not look good. It demotivate us and prefer to avoid such users.”
I did pay for this plugin hoping a reasonable conversation because there are plenty of GPL versions available and I didn’t need to pay for the plugin. I don’t expect you to respond 24×7, but at least 3-4 days makes sense. However, my paid tickets have been unresolved for weeks.
I never threat you. I told you a very simple fact.
It’s always not possible to reply all users within time, of course this is our support team’s fault.
But users prefer to post a negative review in such case to demand their replies. It’s a kind of blackmailing. If their premium support tickets are not replied within time they may contact us many other ways but they prefer to post a 1 star review to ensure their replies.
Unfortunately you followed the same rule so I told you that line.
Look at my support tickets, they have been unanswered for 4 weeks. That is unacceptable. If you however instead of doing ticket system, just encourage people to post here most of your support work will vanish as we are probably asking same question.
I don’t mind changing my reviews and will encourage others to do so if you improve your support and I strongly suggest move all your support question to his forum itself like other plugins.
Kindly know me your support ticket numbers.
