Title: poor customer service
Last modified: August 30, 2016

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# poor customer service

 *  Resolved [scarey240](https://wordpress.org/support/users/scarey240/)
 * (@scarey240)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/)
 * i have send 2 email to [billing@wordfence.com](https://wordpress.org/support/topic/poor-customer-service/billing@wordfence.com?output_format=md)
   and [presales@wordfence.com](https://wordpress.org/support/topic/poor-customer-service/presales@wordfence.com?output_format=md)
   since the 02 august and never get a answer back.
 * This is not a good way to get new customer ?
 * That was my question:
 * i am a itheme security pro user and what to move to your plunging.
 * i have 2 questions:
 * 1 – I need 10 sites licences, do you have promo for moving from ithemes to you?
 * 2 – if i start with 10 licences , for 1 year the price will be $16.90. if i need
   2 more licence in the year, what will be the price for those 2 licences
 * thanks
 * [https://wordpress.org/plugins/wordfence/](https://wordpress.org/plugins/wordfence/)

Viewing 8 replies - 1 through 8 (of 8 total)

 *  Plugin Author [WFMattR](https://wordpress.org/support/users/wfmattr/)
 * (@wfmattr)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436546)
 * Sorry for the delay! There may be something blocking your email from getting 
   through, or your ISP might be blocking our replies back — you definitely should
   have received a response much sooner. Did you already check your junk and/or 
   spam folders?
 * Also, can you tell me the first part of your email address before the “@” (but
   don’t include the whole email address here), so we can see if we received it?
 * If you have a second email address on gmail or another big provider, you could
   also try emailing the presales or billing address from there.
 *  [WFSupport](https://wordpress.org/support/users/wfsupport/)
 * (@wfsupport)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436549)
 * Hi.
 * I’d be glad to try and answer your questions. Can you give me the email you sent
   the questions from so I can see what happened and try to get you an answer there?
   Because you are asking questions about paid features we can’t answer them here.
   This is against the WordPress.org forum rules. If you will provide the email 
   you sent from I’ll get back to you. If your email didn’t make it to us, I’ll 
   answer back here and let you know that
 * Tim
 *  Thread Starter [scarey240](https://wordpress.org/support/users/scarey240/)
 * (@scarey240)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436581)
 * Thanks for taking care and resolve this trouble.
 * the email use to send the 2 emails start with scarey
 * i send 2 emails , to presales on the 02 and to billing on the 14
 * i manage my own VPS and check junk and spam each day and no trace from you.
 * i have already install 4 sites with your plugin so i receive email from domain
   wordfence.com each day
 * Hope that help
 *  [WFSupport](https://wordpress.org/support/users/wfsupport/)
 * (@wfsupport)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436583)
 * Can you email me at wftest (at) Wordfence.com. I have to have that email address**
   you emailed from** to figure out where the tickets are
 * Thanks!
 * Tim
 *  Thread Starter [scarey240](https://wordpress.org/support/users/scarey240/)
 * (@scarey240)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436605)
 * Tim,
 * email have been send
 *  Thread Starter [scarey240](https://wordpress.org/support/users/scarey240/)
 * (@scarey240)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436710)
 * Hello Guys,
 * still no news from you on my 3 emails.
 *  [WFSupport](https://wordpress.org/support/users/wfsupport/)
 * (@wfsupport)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436713)
 * I have created a ticket for You and emailed you directly several times. i have
   not recieved any replies from you to the ticket or to the emails at the address
   I provided. I am still investigating why your emails show up as spam I did find
   your domain, hdmweb.net, listed as blacklisted on one spam blacklist (see mxtoolbox
   for details. [http://mxtoolbox.com](http://mxtoolbox.com)). That may be why we
   don’t get the emails. I’m not sure why you haven’t responded to the emails I 
   have sent you. Regardless, here is the answer I gave. I’m closing this ticket
   immediately after and you’ll need to email me at the address I provided earlier
   so we don’t get in trouble with the forum moderators.
 * The email I sent said this:
 * > Ten licenses for wordfence purchased at one time take the cost from $39 each
   > to $16.90 each, like you mentioned. Pricing information can be found at [https://www.wordfence.com/wordfence-signup/#get-premium](https://www.wordfence.com/wordfence-signup/#get-premium).
   > As that is almost 57% off it would be hard to discount it further without more
   > keys purchased.
   > In our current model if you bought the new keys when you renewed the other 
   > keys all twelve keys would be $15.75 each. If you bought them separate the 
   > two keys would be $29.50 each. If you want to buy extra keys and leave them
   > in your account to use later but save now, they don’t start losing time until
   > you actually install them so you can take advantage of savings now and use 
   > them later.
   > If you have any other questions or concerns I am happy to help you. Just let
   > me know.
 * This was sent August 15th.
 * Tim
 * Note to mods. I apologize for discussing paid features but wanted to clear this
   up as the user is speaking to our level of customer service which we work very
   hard to maintain excellence in.
 *  [WFSupport](https://wordpress.org/support/users/wfsupport/)
 * (@wfsupport)
 * [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436717)
 * [@scarey](https://wordpress.org/support/users/scarey/) Just to be sure you got
   the reply from the ticket system. The keys are in your account. Your emails are
   being sent to the spam folder. Your blacklist problem is probably why we weren’t
   getting the emails and likely others aren’t either.
 * tim

Viewing 8 replies - 1 through 8 (of 8 total)

The topic ‘poor customer service’ is closed to new replies.

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 * Last activity: [10 years, 9 months ago](https://wordpress.org/support/topic/poor-customer-service/#post-6436717)
 * Status: resolved