Support » Plugin: Image Gallery by Robo – Responsive Photo Gallery » No help from the support for paid version

  • I paid for the product, but as we needed support due to a bug in the pro version, we din’t get help.

    I tried to contact the support several times over a month or longer. With the first ticket made directly at them, even after 2 weeks i didn’t get any respond. So i tried it here on wordpress.org to get any respond. They answered me which number i got on my ticket so they could respond me there. After answering, they responded with answer “Let’s see what we can do”… that was it, nothing heared anymore – but they set the ticked to “resolved” – despite doing nothing… And we still have the bug on our website…

    Review Update:

    In the meantime I received a answer and help. This time i waited only 1 day and that’s good, but the fact i waited really long and didn’t get any respond to my second ticket before i wrote here is not to be despised. Even in the first ticked I had to wait over a month. In every ticket we gave the images from the frontend and backend sort images + the URL to the page with the issue. The login datas to the backend i sent via E-Mail. Long time i felt ignored.

    The Plugin is good for sure, the support is always friendly (except the review comment) but it take way to long to get any respond. It would be good to give the customer just some feedback that it takes longer to respond.

Viewing 1 replies (of 1 total)
  • Plugin Author robosoft

    (@robosoft)

    Sorry, but what do you mean you didn’t get any help ? In your first ticket we have explained you reasons and and all ways to manage sorting in our gallery, you had link which wasn’t accessible. We have posted this message in tickets. https://wordpress.org/support/topic/sort-doesnt-work-3/

    You didn’t provide any link to the page with issue so far (in ticket on wp or in local tickets system), one day ago you posted here on wp another “empty ticket” without details requested more then month ago, and right after that this review.
    We don’t have any bugs with images sorting. Your complain is the first one for the last few years.

    Why? Is it not possible to get link to the page where you have some sorting problem ? What we can do with ticket where we have explained how to sorting works and all plausible reasons which could be re-configured, but we don’t have access to your page (yes, it’s marked as resolved) ? How we can help more ?

    Please explain, we’ll do everything possible to help you, but without access to the page with gallery and possibility to compare gallery images, sorting modes and gallery view on page we can only guess and make general suggestion to help you.

Viewing 1 replies (of 1 total)
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