awful support, even in pro account

Viewing 12 replies - 1 through 12 (of 12 total)
  • Plugin Author Shareaholic

    (@shareaholic)

    5 years, 8 months ago

    Hi @davehappyacres I’m sorry you’ve had a bad experience with support. This is very much an anomaly and we’re truly sorry. We were unable to find any tickets with your username. If you can let us know your ticket #’s we’ll get back to you right away. We’ll be on the lookout.

    Thread Starter davehappyacres

    (@davehappyacres)

    5 years, 8 months ago

    ticket #82898, opened 19 days ago

    Plugin Author Shareaholic

    (@shareaholic)

    5 years, 8 months ago

    Hi Dave, done.

    Shared via email, but going to post here as well.

    It’s easy to switch site profiles under a pro account. Instructions: https://support.shareaholic.com/hc/en-us/articles/115004244206-Assigning-a-Site-Profile-to-a-Premium-Subscription

    p.s. the reason the support request did not get prioritized is that it was not marked as such. Please use the following form going forward: https://shareaholic.com/help/message This will ensure your requests are automatically prioritized.

    • This reply was modified 5 years, 8 months ago by Shareaholic.
    Thread Starter davehappyacres

    (@davehappyacres)

    5 years, 7 months ago

    For the record, I used the correct link to open my support ticket. It got lost in their system. And now they’re trying to blame it on me – the customer!

    Plugin Author Shareaholic

    (@shareaholic)

    5 years, 7 months ago

    1. Your ticket was not marked as a Premium request in our helpdesk software (Zendesk). A variety of things could have happened on either end.
    For example, not being signed into Shareaholic.com when submitting the request. Yesterday, we rolled out an update to the form that now enforces sign-in to address this situation. If you were not signed-in, the form would not know that you’re a Premium customer and not mark it as such.

    2. All your open tickets are now resolved 🙂

    3. If you do not like our product or support (as indicated by a 1 star rating), we are happy to cancel your plan and process a refund for the remaining time on the plan. We don’t want you to be in an unhappy state. Let us know.

    Thread Starter davehappyacres

    (@davehappyacres)

    5 years, 7 months ago

    I was signed on to Shareaholic when I submitted the original request. There was no option to specify the website in the support ticket creation. To test it, I just submitted a new ticket today and it STILL didn’t give me a dropdown or any other way to indicate the website name. Here’s what would make me happy – for you to admit you have bugs in your support ticket system and my request got lost through no fault of my own.

    I have 40 years experience in the IT field, manning a help desk as well as using them. Your system seems to have issues. Blaming the customer is never a good answer.

    Plugin Author Shareaholic

    (@shareaholic)

    5 years, 7 months ago

    Screenshot:

    https://www.dropbox.com/s/v4qddp6k4bj7mi8/help-form.png?dl=0

    Form field is there 🙂 Can the form be improved, of course. Thanks for the feedback.

    Thread Starter davehappyacres

    (@davehappyacres)

    5 years, 7 months ago

    Form field is not there for ‘your account’ option, which is the one I chose.

    Thread Starter davehappyacres

    (@davehappyacres)

    5 years, 7 months ago

    To help document my problem, I did a screenshot of how I created my support ticket. I wanted to move my PRO plan from one website to another, which I saw as an account problem. Nowhere on the screen does it ask for my website.

    https://docs.google.com/document/d/1U4Y17A0vSoL9kJ8qLU4_GVXXcxqBM84T1_nO-IZlibU/edit?usp=sharing

    It’s also not there if you choose the ‘browser extensions’ option. So if it’s critical to know the website in order to prioritize the ticket, it would seem to be missing from 50% of the options to create a ticket.

    But what do I know – I’m just a paying customer!

    Plugin Author Shareaholic

    (@shareaholic)

    5 years, 7 months ago

    A quick update:

    We’ve updated our helpdesk software to flag all categories of requests from a paid account, not just those linked to premium site profiles. We’ve also made being logged in to submit a support request a requirement. Both these improvements should prevent the situation we got into.

    Thank you for making us better 🙏🏼

    Thread Starter davehappyacres

    (@davehappyacres)

    5 years, 7 months ago

    Thanks for the update! It all sounds great to me.

    Plugin Author Shareaholic

    (@shareaholic)

    5 years, 1 month ago

    Update:

    I’m happy to report that we’ve recently been receiving raving reviews with regards to our customer support:

    https://wordpress.org/support/plugin/shareaholic/reviews/?filter=5

    Thanks @davehappyacres for making us better.

Viewing 12 replies - 1 through 12 (of 12 total)
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