Extremely Disappointed

  • CHAVOUSA

    (@juancamawey)


    5 years, 3 months ago

    I purchased their pro version of WPML and I requested support for the first time today. The tech, Bruno, took several minutes to reply to every answer I gave to his questions. When I brought this up, he expressed resentment and threatened to not help me. He said he had three other support chats.

    At the end he decided not to help me because he said he had three other support chats and sent my chat to a support ticket.

    I already checked issue I am having in their forum and none of the solutions they offered worked, and I told this to the tech. He still referred me to the same ticket i told him didn’t work for me.

    My issue is that my website is in spanish. When a customer needs to reset their password it loops into the same reset screen. When the user changes to English, the reset process works fine. 90 percent of my customers are spanish-speaking. English-only solutionn is not an option for me.

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  • Izzi WPML

    (@izzih)

    5 years, 3 months ago

    Hi,

    Thank you for reaching out!

    I am sorry you were disappointed with your experience in our Support Forums and apologize sincerely for any perceived resentment.

    Please let me be clear that we never refuse to help any user and your chat was converted to a forum ticket after being informed that it would require more debugging.

    It has not yet been assigned to anyone for debugging however, which is normal due to having been reported over the weekend.

    As a policy, if we are unable to identify the cause of the issue, we move the chat to a support ticket so that it can be debugged further. This helps to make sure debugging one user’s issue does not cause others to have to wait to report theirs. Our 2nd Tier team then debugs those issues in the order that they were reported.

    Your ticket is in our queue and I will follow up on it in our forums, where we may require some more information to find a resolution.

    I hope that makes sense and we will try our best to help you resolve the issue with resetting passwords in any language.

    Stay Safe!

    Best,
    Izzi

Viewing 1 replies (of 1 total)

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