Disappointed PAID CUSTOMER SUPPORT

  • Resolved jonl2

    (@jonl2)


    2 years, 3 months ago

    Hello David Anderson,

    Sorry I have to post this here but I have no other solution. I posted twice today to the PAID support but my posts do not appear anymore. Even worst, if i type my
    Participant / username on the paid forum here https://updraftplus.com/forums/support-forum-group1/paid-support-forum-forum2/ i am getting “Oh, bother! No search results were found here.”

    I don’t think it is normal for a paid customer support to wait 6 days to have and issue resolved. I provided everything requested, answer to Bryle as well directly via email and still nothing. They could have at least expediate a bit for new customer(signed up last week) or at least tried to duplicate the issue I had by simply follow what I did in 5 mn (that how long it took me to follow this here
    https://updraftplus.com/faqs/how-can-i-send-site-data-directly-from-one-site-to-another/ before the destination site crashed and was not accessible anymore.

    I know Updraft plugin has a good reputation however, this is frankly very concerning and disappointing

    Thanks

Viewing 1 replies (of 1 total)
  • Plugin Author David Anderson

    (@davidanderson)

    2 years, 3 months ago

    Hi @jonl2 ,

    I’m sorry to hear that. Unfortunately, wordpress.org have a total ban on allowing plugin authors to provide support for commercial products in their forums (https://wordpress.org/support/guidelines/#do-not-post-about-commercial-products), and the consequences of violating this ban is that we ourselves will be banned from their forums.

    I could not identify your post in the forum from your description (I can’t see any “Jon” in the list of new topic authors). If you want to open a ticket in the ticket system instead of the forum, then this is available at https://updraftplus.com/paid-support-requests/ and the queue is cleared multiple times daily during working days/hours. If you are unhappy with the results then you can ask to be escalated. We don’t have anything that bans people from posting in our forum – I can’t guess what this might be, unless it is our security firewall objecting to some particular sequence in your post (if so, please only post human-text, and host log files elsewhere and link them). As far as I know, bbpress (the WordPress forum plugin) does not search on usernames. But as I say, it’s best if you open a ticket (and not permitted by wordpress.org for me to give you any more specific help here, otherwise I would).

    David

Viewing 1 replies (of 1 total)
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