Support » Plugin: GiveWP - Donation Plugin and Fundraising Platform » Good product but terrible customer support

  • We’ve been using Give for years and have been happy with it, but recently their customer support hasn’t been helpful at all. I’ve contacted them at least 6 times in the last 2 months about a technical question and either they don’t reply or they reply but don’t answer the question. It’s really disappointing because now we’re looking at getting a custom plugin designed for us, simply because we don’t know if Give’s addons meet our needs.

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  • Plugin Author Matt Cromwell

    (@webdevmattcrom)

    HI James,

    I’m Head of Support, we’ve emailed quite a bit over the years. I reviewed your support ticket history in detail and we’ve responded to every inquiry over the past 3 years (including your free support question). I do notice that you are frustrated with the lack of Recurring Donations support for Braintree — we’re frustrated by that too; it’s really a lack of proper API support on their end that keeps us from being able to support it with the quality our users expect from our products.

    I’m following up with you personally over email. I’m hoping we can connect personally and get to the bottom of whatever remaining issues you might have. I’ve said it before, but it’s still true: your success with online donations is our first priority. Check your email, I hope to hear from you soon.

    Plugin Author Matt Cromwell

    (@webdevmattcrom)

    Just following up again here, because I’ve emailed directly, we’ve since seen support requests from you and responded to them, but we’re not hearing responses back at all. We’re committed to continuing to help you have success with online donations, but it’s easiest and most successful when that’s a two-way street. Thanks!

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