• Hello,

    You have terrible support, maybe the worst one I have ever seen in a WordPress plugin. I am a premium member, I purchased all your plugins and there is no support at all! The support was never good, but for a few weeks now, it is really the worst!

    Don’t buy this plugin, if you do, you will be stuck in.

    I am even not sure if these guys are still in the business. I sent an email and asked if they were still in business but no replies so far!

    Be aware!

Viewing 15 replies - 1 through 15 (of 24 total)
  • Plugin Author WC Lovers

    (@wclovers)

    I am really sorry for the trouble.

    Of course we are in business 🙂

    For providing better support to our premium users we have just moved into “Ticket” based support system. https://wclovers.com/premium-support/

    Due to this transition support was a bit hampered in last few days.

    Please try our new support system, definitely you will have better experience.

    Looking forward to your kind cooperation 🙂

    You need to remember that all users start by testing your software for free. If the support for free is bad, then how are people supposed to know it’s any better for premium users? The free users are doing the majority of bug testing for you, which helps you in turn to deliver a better product to your “premium” users. I personally have opened multiple “issues” and sent emails without a response. It just seems like you couldn’t be bothered…

    Plugin Author WC Lovers

    (@wclovers)

    You need to remember that all users start by testing your software for free.

    – I totally agree with you. But things are now a bit out of control as number of support tickets certainly increased 5-6 times.

    We accept that it’s not possible for us to provide proper support to our free users right now, but we do not want to add less-knowledgable staff in our team to provide low quality support. We do not want to misguide our users at any situation.

    To help all users in general we have opened a FB Community, so that other users can also help each other.

    Please reach over there, I am sure you will be beneficial.

    @wclovers I’m a paid customer and your are not answering our questions by premium-support form contact and neither here in the forum.

    Also I don’t have FB account to join that Community and don’t need to do that to get premium support. You should manage your tickets using a better system so we can have better support.

    Please answer my questions. I don’t want to give you 1 Star review.

    We are stuck right and can’t launch our platform.

    Thanks,
    Marcos.

    The FB community group is no help anyway. I don’t understand how you think that WCFM users can somehow help people who need support on a dev level, where’s the sense in that?!?!

    Plugin Author WC Lovers

    (@wclovers)

    @homemadechile, what are your ticket numbers?

    @avsync, we also participate over that forum. Community is useful as here we can help many users at the same time rather than separate ticket from each users.

    I’m really sorry to say it, but I am in the same boat. I have had an issue for the last two months – emails going back and forward with no actual help in resolving the issue, which I have had to keep chasing them on, and have now been told to respond through my support ticket – which doesn’t exist.

    So fed up with this – would expect better seeing as I have paid for a premium plugin.

    • This reply was modified 9 months, 2 weeks ago by supton.
    • This reply was modified 9 months, 2 weeks ago by supton.
    Plugin Author WC Lovers

    (@wclovers)

    Debugging and resolving issues may take time. It’s not possible to resolve all issues in one reply as many times issues are coming from other third party plugins or theme.

    and have now been told to respond through my support ticket – which doesn’t exist.

    You have to login to the site to create support tickets.
    You will see the “My Tickets” option under My Account dashboard after login. Create tickets from there.
    Login using the account which you have used for purchasing premium addon(s). https://wclovers.com/premium-support/ 

    I have to agree here – I paid for the lifetime Ultimate package after initially testing, and then signing up for one year. During that time, they were helpful, friendly and resolved any issues within a day. I was really impressed with the product and the support. No sooner than I had paid for the lifetime unlimited sites package (I only have one site, but wanted to support them), support has dried up. Responses are weak, take days to appear and do not address the questions asked. They have made a fundamental change to Stripe connected accounts it seems, and since March all new vendors have been going onto the express account, costing us money each month. They have failed to advise us on this, and this could have been resolved in one email but this has dragged on for a few weeks, and it was only by sheer chance that I saw a thread in February where someone asked for the express to be added. It looks like they added it but without mentioning it in any changelog that I have looked through and without the ability to switch it off in the front end, only by adding code to functions.php.

    I bet if I send them an invoice for the lost revenue and my hours of research, they won’t even reply.

    @wclovers thanks for the mention I didn’t see it.
    We have several tickets opened in your new ticket support system and you have already answered all of them and improved the response time. Keep up the good work.
    Regards,

    Debugging and resolving issues may take time. It’s not possible to resolve all issues in one reply

    There have been emails back and forth for several weeks about this issue. It all goes quiet and I have to chase for an update again. Then out of the blue I am told to respond via my ticket, which was never there in the first place.

    and have now been told to respond through my support ticket – which doesn’t exist.

    You have to login to the site to create support tickets.
    You will see the “My Tickets” option under My Account dashboard after login. Create tickets from there.

    So I have to create a ticket and start the whole conversation again?

    Interesting – A couple of days ago I used this forum to try to find a way to get the premium support I am supposed to have. I also wrote to WC Lover via the “pre-sale question” link and they replied:

    “SOrry for your inconvenience! The support has moved to a better ticketing system, however I reckon that you are facing a problem on raising a ticket from your end and this is happening because of browser cache, please try and open it in incognito mode and check if you are being able to raise a ticket.”

    So I came back to update the post I left on this forum 2 days ago and the page is missing.

    Actually, seems like other posts about support problems are also missing.

    It makes me wonder: Is WordPress – or WC Lovers – removing this kind of post? I hope not because that would be unacceptable.

    By the way, I cleared the browsing data from my Chrome browser and sure enough I was then able to go straight to the new support ticket system. Too bad I can’t update my earlier post with that information.

    Plugin Author WC Lovers

    (@wclovers)

    It makes me wonder: Is WordPress – or WC Lovers – removing this kind of post? I hope not because that would be unacceptable.

    – I am sorry for your trouble but we have no power to remove your any comment on this forum. Only WP team has authority to do so.

    Actually, WP has a strict rule – users are not allowed to discuss or ask for “premium addons” support over this forum. Only free addons support here. Possibly due to this reason your previous post was deleted.

    Between, are you able to create your ticket at our premium support system?

    SG

    (@surabhiganguly)

    I have paid versions of this plugin. I have been reporting a mathematical bug for four months. The response I have received has done everything except fix the bug.
    I have had a developer accuse me of making up the bug. I have had someone call and profusely apologise and tell me that they are working on it right away. I have had responses saying its my fault for not updating to the latest version.
    Trust me, I have been updated to the latest version regularly, the bug persists, the response is still zero, and one third of my annual membership has gone by with a major accounting bug in this plugin. No support is right!

    Hello. I am a premium user. I love your plugin, but without solving one problem, I can’t get my site up and running.

    I need an answer to ticket number 211748, it won’t take long. Please answer my ticket.

Viewing 15 replies - 1 through 15 (of 24 total)
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