Just purchased the pro version

  • thebagpak

    (@thebagpak)


    9 years, 3 months ago

    You need to read their support promise carefully. It says one on one support. They dont give you a time limit for their responses. I have already had two issues and they really take their time answering you. The first question I asked, by the time they answered, I had figured it out myself. The second question has now been 10 hours and still no reply. These people are arrogant because they really are the only game in town. You need them they dont need you. They present their plugin as if you buy the pro version you will get special attention. I got better support using the free version and that was also horrible. I think they have a shill in the forum to jump on you if you complain. Easy to do if you are a computer geek. If there was any other choice I would choose it on the merit of their lousy support response. I would not spend this much effort on negativity if I did not have good reason! If you can avoid their plugin do so at all costs.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Dinesh Jain

    (@dineshjain2911)

    9 years, 3 months ago

    Hi @thebagpak,

    This is Dinesh from rtMedia team @rtcamp. We are sorry for the inconvenience you are facing.

    First of all we believe you are aware of our time-zone (UTC+05:30). The two support tickets which you created were at Night in our region (India) around 11:15 PM and 04:34 AM (IST) when our team is unavailable.

    Due to this time-zone difference our team has always given response to such support request first thing in Morning on the highest priority. If you check now your support request is already answered. Every rtMedia user is important to us and we make sure none of their tickets remain unanswered.

    In the free version community support (http://community.rtcamp.com/c/rtmedia) all of your tickets were answered (http://community.rtcamp.com/users/joelf/activity) either by rtMedia team or the users which are available during that time. Still you kept on complaining always.

    Then you keep bumping threads every few minutes. Create one-liner or one-word new tickets like
    # 79300 – http://note.io/1wpAalP
    # 79302 – http://note.io/1ChYxIL

    There are few more thread like that. Please note by creating support requests as shown in the above example, you are wasting time of our support team which increase our response time to all our customers, including you. 😐

    In community support forum, everyone is free to help anyone. There is no shill in forum. They are happy rtMedia users who love to contributor by helping others to resolve issues in our absence due to time-zone difference.

    Please give us a little more time to answer support tickets. We assure you, we will answer every ticket and resolve your problems to your satisfaction.

    Thread Starter thebagpak

    (@thebagpak)

    9 years, 3 months ago

    This is a review of the WordPress.org forum. It is despicable! It leaves no room for human error. I wrote a bad review of someone and now I find out that I can not delete it. This is outrageous. There was a lot of misunderstanding because of the fact that I was new and not aware of the way things work. rtMedia deserves a 5 star rating after the explantion they gave me. Nothing but miscommunication! Wish I could delete the review! I am very sorry about it!

    Thread Starter thebagpak

    (@thebagpak)

    9 years, 3 months ago

    rtmedia support is awesome and the only problem that I see is that they are in a different time zone. Of course that can not be helped. So support hours are a little odd. But the support is excellent. The people seem very friendly and go beyond their responsibility to help you get up and running. My review, sadly, was a huge mistake. This wordpress.org should allow editing of a review by the original author.

    demonboy

    (@demonboy)

    8 years, 8 months ago

    It does.

Viewing 4 replies - 1 through 4 (of 4 total)
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