Hello ircelt (@ircelt),
Thank you for bringing this to our notice. We understand product support is essential to overall RegistrationMagic experience and we try to be as fast as possible with our responses. Consequently, your feedback is very important to us and has been heard loud and clear.
We investigated your issue and found a simple workflow misunderstanding in your support ticket handling as a major reason in delay. It appears that you had changed the status of your support ticket to ‘waiting’ couple of times during your replies. Statuses are used by our our team to track ticket communications. ‘Waiting’ means team is waiting for a response from the user. These tickets are automatically moved to a different folder and returned to team’s notice when user replies – and ticket status is changed to ‘Reviewing’. The whole process is essential for our team to efficiently manage help for hundreds of RegistrationMagic users daily. The statuses themselves are labeled by the helpdesk software we use.
I am sure you were not aware of this and were assuming the status change will only make us respond faster. This, unfortunately, delayed the overall communication. Let me assure you there was no intentional delay from our side, and nothing makes us happier than providing fast support to RegistrationMagic users.
I see you have had positive experience with RegistrationMagic before this happened. I hope, for its sake, you would allow us another chance to serve you and not reprimand us for a misunderstanding. The team cheers every 5 star review and each negative feedback pushes the morale down. Nonetheless we read every review multiple times to help us improve with time.
Meanwhile, team has already responded to your ticket with technical details that you require. Let me know what else we can do to change your mind and make you happy. We all are waiting anxiously. Every single RegistrationMagic user is very important for us.
Regards.
Thread Starter
ircelt
(@ircelt)
Hi,
Thank you for taking the time to reply, I am writing this before reading the ticket update to explain to interested people why I have been frustrated with it to date.
It seemed to me that the waiting status stayed that way by itself then when I didnt get a response I changed it back and forth. However I am not sure about that part and could find no directions to indicate what the status should be set at.
It goes further than just support. Registrationmagic should make it known pre purchase that unless you are in the USA the actual address format is pretty useless without JS coding to the core plugin.
In short making the important address format inaccessible with no way of changing it without said coding is not exactly the user friendly plugin that people would expect.
Contrary to what some may believe the USA address format is not a universally accepted format.
The field added when using the current address field is redundant when you add the required google key however this also just adds further problem when the address needs to be a required field for the users.
There should be an easy way to do this straight out of the box and have an option to use and edit the address fields without google places key for the countries where google places can be a problem such as the UK.
To change my mind I will check out the resolution presented and then update this conversation. If it means I eat my words then I will obviously be happy with the product 🙂
Hello ircelt (@ircelt),
Thank you so much for providing us with opportunity to change your mind. I have also noted down all your suggestions. RegistrationMagic is as much built from user feedback as it is from internal development process. There is so much in development currently but still we can only launch stuff in steps after thorough testing since it will affect thousands of users.
A new improved address field is already in development. While we rarely release development screens, I had to ask our lead designer to share the work done so far with you 🙂 Here’s the sneak peek: https://ibb.co/cLaeWG
All fields are optional and labels editable. You will very soon see this in an upgraded version. If you wish to see anything changed or have any other feedback, we will be eager to hear.
Once again, heartfelt thanks from all of us.
. Reason: Support is bad
