Title: Concerned
Last modified: August 7, 2026

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# Concerned

 *  [Rottie](https://wordpress.org/support/users/rottie/)
 * (@rottie)
 * [4 days, 9 hours ago](https://wordpress.org/support/topic/concerned/)
 * I decided to move away from this plugin and have a custom theme developed because
   I no longer had confidence in the support experience.
 * My biggest concern was the quality of technical support. I took the time to clearly
   explain the troubleshooting steps I had already completed, but the responses 
   often repeated the same basic suggestions instead of addressing the actual issue.
   That made it difficult to resolve problems efficiently and left me feeling that
   my concerns weren’t being fully reviewed.
 * I use this plugin to help run my business, so reliability and timely support 
   are essential. If a plugin causes downtime or unexpected issues, it can result
   in lost customers and harm a business’s reputation. Because I couldn’t rely on
   getting the level of support I needed, I ultimately chose a custom solution that
   gives me greater confidence.
 * The plugin may work well for some users, but based on my experience, the support
   fell short of what I expect from a paid product.

Viewing 1 replies (of 1 total)

 *  Plugin Support [Andrew Misplon](https://wordpress.org/support/users/misplon/)
 * (@misplon)
 * [4 days, 9 hours ago](https://wordpress.org/support/topic/concerned/#post-18987179)
 * Hi,
 * I’m sorry to hear that you decided to move away from Page Builder, but I’d like
   to add some context for anyone reading this review.
 * The support thread referred to here was opened on Sunday evening, 21 June, and
   we replied on Tuesday morning, approximately 33 hours later. Our reply asked 
   for a different troubleshooting test from the one already performed: whether 
   the issue persisted with all other plugins disabled while Page Builder and the
   Widgets Bundle remained active. That helps distinguish an issue within our plugins
   from a third-party plugin conflict.
 * We didn’t receive a response to that troubleshooting question and followed up
   again on 7 August.
 * Page Builder and the Widgets Bundle are free plugins, and our community forum
   is also a free support channel. When opening a thread, we state clearly that 
   replies aren’t guaranteed and can take several days. In this case, the response
   to a Sunday evening post was close to the response time we aim to provide through
   our paid Premium support channel. For users who require consistently fast, reliable
   support for a business-critical site, SiteOrigin Premium provides direct priority
   email support.
 * We don’t offer telephone support at any tier.
 * If you are a SiteOrigin Premium customer and had difficulty accessing Premium
   email support, please contact us through the support address on our Contact page
   so we can investigate.
 * We’re sorry Page Builder was no longer the right fit for your site and wish you
   well with the new solution.
 * Andrew
   SiteOrigin

Viewing 1 replies (of 1 total)

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 * 1 reply
 * 2 participants
 * Last reply from: [Andrew Misplon](https://wordpress.org/support/users/misplon/)
 * Last activity: [4 days, 9 hours ago](https://wordpress.org/support/topic/concerned/#post-18987179)