Don't know why people are complaining about poor support

  • Technoprint

    (@technoprint)


    8 years, 7 months ago

    After installing Gold Cart today we got the ‘white screen’. I wasn’t unduly concerned because problems after adding themes, extensions, etc. seem to be par for the course – there’s always something that seems to need a tweak to get it to work. When I read the reviews on here my heart sank – so many people complaining about lack of support, no replies, failure to resolve issues, etc.

    Well, today the support was the best I have ever had with an extension, plugin or widget from a third party author.

    We lodged a support ticket and Edward replied within ten minutes. We provided full access to the WordPress site and gave him full authority to do whatever he thought he should try to solve the problem(s). In less than an hour I got a ‘Eureka’ email from Edward identifying the root cause of the problem (which was that an update to php 5.4 was needed). That was a simple setting in the host’s Control Panel and then Gold Cart worked fine – no white screen.

    So we give the Gold Star and Edward in particular five stars for this. Well done, guys.

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  • Edward

    (@edwardinstinct)

    8 years, 7 months ago

    Thank you… We do our best. I have a feeling many that complain are referring to support via the wordpress.org forum. We personally don’t man these forums continually. They are meant for the user base to assist one another. We do try to poke in and do what we can when time permits.

    I’ll be fair I picked up your topic unusually quickly. We try to respond as fast as possible but depending on time of day and volume that could potentially be up to 24ish hours. Just happened to be a quieter day 😉

    I was happy to help you and happy we resolved that one fairly easy.

    Regards
    Edward

Viewing 1 replies (of 1 total)
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