Difficult Company When Support is Needed

  • centuryperf

    (@centuryperf)


    5 months, 1 week ago

    The 1TeamSoftware staff has issues comprehending support communication. They do not seem to read through the messages and digest the content. It often seems like a different person responds to each response. They request items that are already provided in the communication thread or provide canned responses without having read the latest message. They are quick to blame every issue on server settings, even when live monitoring of the server reveals problems with paths coded into their plugin(s). After weeks of back-and-forth messages, regularly having to repeat previously stated items, I was told they offer a $99.00 p/hr “specialist” to manually test the site, but without any guarantee of a solution.

    They do not offer an automatic “staging” or development license, so if you are a competent website manager, developer, or business owner, you will need to purchase an extra license. Considering we may require a staging server only a few times per year, this is an exorbitant expense, either doubling the cost of a single license or adding a license to one of their multi-site plans.

    This plugin works, but it slows the site down and has recurring issues with admin UI layouts. For a while, we were unable to see or edit specific settings because the data entry fields were condensed and could not be expanded. They never took responsibility, claiming instead that a separate plugin or theme issue was the cause, even though nothing had changed. The issue miraculously corrected itself a few updates later.

    There is too much extra “junk” on the settings pages. Condense it! Give us an “X” to make it go away. General settings is the worst, but this is on every setting tab. Why?:

    Real-time ShipStation shipping rates, shipping label creation and tracking of the shipments
    Do you have any questions or requests?
    Do you like our plugin and can recommend to others?

    A very frustrating product and support team to deal with. Unresolved and ongoing issues over many months.

Viewing 1 replies (of 1 total)
  • Plugin Author oneteamsoftware

    (@oneteamsoftware)

    5 months ago

    Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration you’ve experienced.

    We want to first clarify that the review was submitted under our free version of the plugin, which differs from the PRO version you are using. The free and PRO versions have different capabilities and support levels.

    Regarding the support interactions: we understand how frustrating it can be to repeat information, and we truly regret any confusion caused. In longer conversations where multiple issues are being discussed – especially when support threads are extended over several weeks – it can be easy for details to get mixed, particularly when messages include multiple threads or overlapping concerns. We will take your feedback seriously as we review how we manage such cases to improve clarity and consistency.

    On the topic of server-related troubleshooting, we only bring up potential server-side issues because many real-world problems our users face are caused by hosting environments – something we’ve observed repeatedly over years of support. In your case, the request you initially submitted mentioned server errors, which is why we tried to help by offering solutions commonly known to resolve them.

    We also suspect that recent changes made by ShipStation, including the requirement for a Gold plan to use their API, may be contributing to the issue. However, since the primary focus was initially on server-side errors, this wasn’t clearly identified earlier. We will continue to explore this angle with you.

    Regarding our consulting service: we do offer a paid option for hands-on, server-specific investigation, priced at $99/hour. This is entirely optional and offered when deeper investigation on the customer’s server is required and goes beyond what we can replicate in our own testing environment.

    As for the licensing model, please note that our PRO plugin licenses support unlimited subdomains of the primary licensed domain – this is our intended solution for development/staging setups. However, for separate staging domains (e.g., dev-yourdomain.com), our system does not automatically recognize these as development sites, and a second license may be required. We understand this might not fit every scenario perfectly, and we’re always open to hearing ideas on how to improve this experience.

    Lastly, regarding the interface and settings layout—we appreciate your feedback. We’ve been gradually refining the UI based on user suggestions and will certainly consider ways to make the settings pages cleaner and more customizable in future updates.

    We are committed to resolving any remaining issues and welcome continued collaboration with you to get things running smoothly.

    Thank you again for your patience and for giving our plugin a try.

    Best regards,
    1TeamSoftware Support

Viewing 1 replies (of 1 total)

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