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WooCommerce - excelling eCommerce
Terrible support (18 posts)

3 stars
  1. jstrock
    Member
    Posted 8 months ago #

    We paid a couple hundrend for their commercial version and have had a couple issues, the first we were able to figure out (had to do with upgrading, so we had to revert back) and the second issue we've not been able to solve and aren't getting anywhere with support. I would never use them nor would I recommend them to anyone else....just based on the fact that you can't get support with the paid version.

  2. mikejolley
    Member
    Plugin Author

    Posted 8 months ago #

    Hi John,

    As the support agent mentioned to you yesterday, to access premium support for plugins you need to log in using the account which purchased the product. Otherwise we have no way of verifying you are in fact a customer of ours!

    Thanks

  3. jstrock
    Member
    Posted 8 months ago #

    I have not been contacted by anyone, let alone a "support agent". I did login, that was the only way I was able to open a ticket.

  4. mikejolley
    Member
    Plugin Author

    Posted 8 months ago #

    @jstrock

    Assuming this is you (I searched your surname) you have, I can see the reply: http://cl.ly/image/3h0s1p0L0I01 Check your email/spam, or login again!

  5. jstrock
    Member
    Posted 8 months ago #

    No, I never received that email. I'm logged into woothemes, how do I access/respond to that ticket, I don't see it anywhere.

  6. mkrapf
    Member
    Posted 8 months ago #

    @jstrock

    That response would have gone to the email used in your initial comment. You can check the status of all support tickets if you login using the account used to make your WooThemes purchases.

  7. jstrock
    Member
    Posted 8 months ago #

    As I've said in my original request, I don't know what the login was, thus my reason for contacting you, that person is no longer here or available. Can you do a search for @marketrends.net and email that email address the login details.

  8. mkrapf
    Member
    Posted 8 months ago #

    Thanks for clarifying. Your scathing review doesn't really convey the root of the issue which is a lost account.

    I did a search of our system and couldn't find anything for marketrends.net.

    I'd be happy to continue the search using another email address or order number.

  9. jstrock
    Member
    Posted 8 months ago #

    Scathing review...I was so exasperated after trying many ways to get support. Try it yourself, it's obvious you're trying to keep non-buyers out, but you're also keeping previous buyers out...run through your support systems as I did...not knowing the original ID, having to create a new ID which didn't help at all, then not receiving any response (which apparently got caught in a spam filter).

    It would have been purchased by either xxx or xxx xxx, their emails were @xxx, purhaps the username is xxx? Their other emails that they may have used are: xxx, xxx, xxx, xxx, perhaps looks for xxx or xxx with the surname xxx.

  10. WPyogi
    Volunteer Moderator
    Posted 8 months ago #

    @jstrock - note that these WordPress.ORG forums are only for FREE version support or reviews. Please take any issues with paid versions to the developer's site/support channels.

  11. jstrock
    Member
    Posted 8 months ago #

    Sorry. I would love to but can't. There is no way to open a support ticket unless you've paid...I don't know the login details of the account that was used to purchase it (I had an employee do it)...I don't know what to do? I'm hoping they're using notes from my previous post to help find the login details so I can get the support.

    Either way, sorry, I didn't realize this was on an open forum, I thought these were private messages on wordpress.org.

  12. WPyogi
    Volunteer Moderator
    Posted 8 months ago #

    It's okay - it's certainly understandably frustrating to be in this kind of situation - I also hope that WC can get this resolved via their support or by private email.

    I'm just reminding people (not just you) of the forum guidelines - I should have made that a bit more clear above. My apologies. BTW, there is no private messaging or email support on these forums.

  13. jstrock
    Member
    Posted 8 months ago #

    Thank you.

  14. mikejolley
    Member
    Plugin Author

    Posted 8 months ago #

    Just as an update for anyone confused when reading this:

    We paid a couple hundrend for their commercial version and have had a couple issues

    There is no "WooCommerce Paid Version" - the core plugin is free.

  15. jstrock
    Member
    Posted 8 months ago #

    Yes, I misunderstood. We installed WooCommerce and then purchased a theme from someone else, and a plugin from yet another place. I thought we had also purchased WooCommerce. So while the issue is still not resolved, WooThemes has no obligation to help since we didn't purchase anything from them.

  16. mikejolley
    Member
    Plugin Author

    Posted 8 months ago #

    In that case you can of course contact the plugin/theme authors for support with those products, and use the .org forum to get community support regarding core.

    Thanks

    p.s. It would still be nice if you'd update your review (of the core plugin!) now you've established whom sold what to you :)

  17. jstrock
    Member
    Posted 8 months ago #

    As I've mentioned to you, there are no options to update the original review. Refer to the link I sent you regarding wordpress.org policies.

  18. mikejolley
    Member
    Plugin Author

    Posted 8 months ago #

    I'm aware of the policies. Reviews work differently - this link http://cl.ly/image/2L2D3z2b1i3E takes you to the form pre-filled with your previous review + star rating. Re-submitting this form will update the previous review.

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