Support » Plugin: Import any XML or CSV File to WordPress » Plugin works but support communication can be improved

  • I haven’t had any technical problems but there is very little useful documentation, support is extremely slow to respond compared to other plugin/theme developers. If you’re like me and rely on support then best of luck. If you’re an experienced developer, with prior knowledge of XML and PHP, you will be just fine. (In other words, if you don’t need any support!)

    (Updated from 3 star due to some real-time feature additions from support team.)

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author Soflyy

    (@soflyy)

    I appreciate your feedback.

    I would really appreciate if you would share here exactly how much time you had to wait to get a reply, in terms of hours or days.

    Our average ticket submission to resolution/solution time is approximately 24 hours. Simple questions are usually answered much faster and complex issues where there might issues at the host, or require us to do some technical stuff or provide very technical help, can take much longer (a few days) because of back and forth e-mails.

    Louis

    I could copy/paste our threads, where I have asked detailed questions asking for explanations, and you’ve reply consistently with one line (or one-word) answers that didn’t move anything forward for me. I’m not trying to be harsh, but your communication is 1-star compared to the bar set by some other theme/plugin devs. You don’t take the time to listen to the questions, gauge the questioners’ level of programming ability, and provide a response. That’s my experience, nothing personal at all.

    I am however upgrading to 4-star, because your product is truly awesome, and your man Artyom just sent me a beta update that solves a critical shortcoming of the plugin (duplicating image issue). That is beyond-awesome support, so overall I’m going with a 4. I’ll gladly take it to 5 but we have to get there. Right now I just noticed the Custom Tab (lite) for Woo doesn’t show up on the import input. Let’s see if we can get that working.

    Plugin Author Soflyy

    (@soflyy)

    I found three issues from you in our support desk. We replied to two issues with everything you need to solve the problem in less than 12 hours not with one-word answers.

    For the third issue, you asked if something was possible with WP All Import, and we said no, it would require custom coding. And then we pointed you in the right direction to get started and said you’d have to get a programmer.

    And then soon after we decided to add the feature you wanted into WP All Import, and send it to you early.

    12 hour responses, adding a feature you suggested to WP All Import, and getting that feature to you early is only worth four stars?

    That hurts.

    Louis

    I just cc:d you on a reply to Artyom. I’m on deadline and the code doesn’t work – it creates weird duplicates of product categories, and some called ‘array’. If you help me get through this, and meet my deadline Tuesday..*that* is 5 stars brother 😉

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