I’d rate it a ZERO, but that’s not an option.

  • sflint

    (@sflint)


    4 years, 10 months ago

    When you try to get support for this buggy builder, the free support tool fails to accept your request (flagging it as spam) and instructs you to email them. Then when you email them, they reply back and say that email support is only for paid versions of the plugin.

    So I replied that that email, saying that I was unable to use the forum, and never heard back.

    Then when I do get in touch with someone they want to argue about minor details and then refuse to offer me support UNLESS I IMPROVE MY REVIEW.

    If they had fixed my problem back when I originally contacted them about it, I would have paid the $35. But I decided to see how their support was fist.

    • This topic was modified 4 years, 10 months ago by sflint. Reason: Updated after continued lack of service and support
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support Andrew Misplon

    (@misplon)

    4 years, 10 months ago

    Hi @sflint

    I’m sorry to hear you were falsely flagged as spam on our forum. Email support is a big part of our premium offering. However, if we’re told that the forum has incorrectly flagged a thread as spam, we always offer assistance via email. Alternatively, we also offer assistance here on WordPress.org. Every topic has a reply.

    I’m trying to locate your email so I can reply there. At the weekend, our email queue can sometimes reach back over 24hrs, this usually isn’t the case though. During the week, every email is replied to within 12-24 hours, usually much quicker. I can see an email from you to us on the 1st of January, 2018. You let us know that you had trouble posting on the forum. Alex replied on the 2nd and offered assistance. You thanked him. There is one other email exchange on the 6th of February 2017, Alex replied on the same day. If possible, please reply on the email referenced in your review so I can locate it and take a look at the question raised.

    Thanks

    Thread Starter sflint

    (@sflint)

    4 years, 10 months ago

    I no longer have the email thread. This was a couple of months ago when I was having issues with the Siteorigin Editor widget spiking server CUP to 100%. My support request was flagged as spam…so I emailed like the system told me to. I got a reply several days later saying that email was for paid subscriptions only. I replied with and update that I was unable to submit a request and never heard back.

    Until today, I had not experienced the issue again.

    Paying for Siteorigin isn’t a big deal…but after that level of disservice, why would I?

    Plugin Support Andrew Misplon

    (@misplon)

    4 years, 10 months ago

    Thanks for the update. I’ve searched all of our email records and can’t find any correspondence other than the emails I’ve mentioned above in 2017 and 2018. I’ve also chatted with Alex. Any users that have a problem on the forum we gladly assist via email. We put a huge amount of effort and resources into our support offering, both free and paid. It’s quite disheartening to receive a review like this and not have the opportunity to view the email thread or properly assess what happened.

    Plugin Support Andrew Misplon

    (@misplon)

    4 years, 10 months ago

    Ok, I’m with you now, so the Editor CPU issue you mentioned has returned? We’d be more than happy to lend a hand if provided the opportunity to do so. It’s quite challenging to offer support under a review of this nature. If you’d like to adjust your review and move forward with a support topic, either here on the WordPress.org forums or via email, please let us know, I’m sure we can help get to the bottom of the problem.

Viewing 4 replies - 1 through 4 (of 4 total)
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