Hello,
It was very good experience with you, we understand you got some late replies due to some heavy load on support system, but we have noted your point, will work on this
Also we will try to help you and other too in more quick and better way, whatever we can
Thank you
Thanks, it wasn’t actually late replies. I thought the speed was in line with what I would expect from this type of support. The main problem was the lack of info in the replies, many were just a single sentence along the lines of “this is fixed”. This may feed into the support team being overloaded and rushing still but for me I’d rather wait a little longer and get a well thought out reply, explaining what has been done and anything I might need to do differently.
In the specific case of my original call that would have been that you had modified the files on my site to fix the issue and that meant that I couldn’t update the plugin. It took 5 or 6 emails back and forth to extract that info from the support team which actually ended up taking more time for both of us than if that info had been included in the original reply.
Hope this clarifies things and I know how easy it is to rush and neglect the explanations when you’re busy so just making that point that doing so actually increases your workload by multiplying the amount of replies back and forth.
Hello,
I noted your points and will surely improve much better in coming days
Thank you again!
