Hi @ylicegolden, my name is Geoff and I head up support here at Modern Tribe. I wanted to reach out directly because it’s clear you’re unhappy with the support you received and that’s something very close to my heart.
First off, I do want to thank you for being a paid Events Calendar PRO customer for as long as you have. Several years is quite a long time in our short history, so knowing that you’ve been happy with the plugin and support for as long as you have is confirming, but more importantly, very appreciated.
I do want to note that these reviews are specifically for The Events Calendar. If you’ve had a great experience with the plugin itself, then I’d kindly ask you to reconsider the rating since these forums are unrelated to Events Calendar PRO or the support provided for PRO.
That said, I hear you and want to make sure we’re doing everything we can to help you out. We never like hearing about troubles with the plugin and myself and everyone else here on the team is always here and willing to help.
Would you be willing to point me to the support thread you opened? Even though our stated policy is to reply to a threads in our premium forums within 24 hours, we rarely use the full time and nearly always exceed that mark by a substantial margin. You had mentioned that support within 24-48 hours was communicated to you, but I’m super curious to know how the actual turnaround time for a response was.
If you could link me up, that would be really appreciated and I’d be happy to look into it myself and ensure you get a timely reply.
While I’m really bummed to see negative reviews like this, we do see them as opportunities to grow and get better. Let me know when that link is available and we’ll certainly use this as a case study in how we can improve.
Sincerely,
Geoff
Geoff:
I started researching this problem last night, and finally tried to communicate today after getting nowhere with your documentation. I am still waiting for an answer. Maybe someone will get back to me by Thursday. Who knows?
I have to disagree that this is about the PRO version only, since one must have the free version as the core to use the PRO to begin with. After all, the sole reason I even have the PRO to begin with is to be able to bulk upload. And after years it suddenly breaks, why? I just don’t get it.
I will be happy to change the rating if I can ever get this resolved. Otherwise, I am going to go have to find another solution for calendaring the events.
https://theeventscalendar.com/support/forums/topic/500-error-3/#dl_post-1130032
Hey,
Thanks for following up and sharing the link! I’ll make sure someone on the team gets to it.
It does appear that the thread was opened only an hour ago. Is there a shorter window of time you were expecting? While I’m happy to concede waiting 24+ hours as a poor support experience, I’m curious why an hour promoted a two-star rating right off the bat, especially as a long-time user.
I have to disagree that this is about the PRO version only, since one must have the free version as the core to use the PRO to begin with.
While the two plugins are related to one another, these reviews and this support forum are specifically for The Events Calendar, per WordPress’ guidelines. Any add-on or extension not offered on WordPress.org would not apply here, though we are happy to help and hear you out in our premium forums when we reply to you there.
Thanks so much!
Geoff
Because this isn’t the first time I had an issue and it took forever to get a simple answer. Getting someone’s attention at Modern Tribe is like an act of congress.
Well, I’m certainly sorry to hear that. I see that my colleague Brook has already replied to your support thread and I’m confident he will be able to help.
Regardless of the rating, I do appreciate you using The Events Calendar and sharing your feedback with us here.
Cheers,
Geoff
