• mmc270

    (@mmc270)


    I’ve had Iubenda for a year and a half and since I’ve had it customer support takes a minimum of 7 days to respond and since then when you open a support ticket it sends an automated email informing you that currently (1.5 years) there is a high demand. Not to mention that once you receive the reply, which in most cases did not solve the problem, you have to wait another 7 days. It basically took me 1.5 months to solve a problem. Now I have been waiting 3 weeks to solve another problem and obviously without success. Considering the cost of over €400 per year the customer service doesn’t really seem to be up to scratch. I am actively looking for another plugin.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author iubenda

    (@iubenda)

    Hello, thank you for your review.

    We’re truly sorry to hear that. Providing excellent customer support is of the utmost importance to us.

    Since you said you are a paying customer and WordPress guidelines don’t allow us to provide support for premium users here, can you please reach us by opening a support ticket on http://www.iubenda.com or sending your request to info@iubenda.com with the subject “WORDPRESS-PLUGIN” to speed up the ticket management process?

    We will manage your ticket with high priority. Thank you for your cooperation!

    Thread Starter mmc270

    (@mmc270)

    As stated in my previous message I contacted your customer service but as always with very long waits without getting a solution.

    Thread Starter mmc270

    (@mmc270)

    Yesterday immediately after publishing this post I was contacted by an Iubenda employee telling me that they had a ticket closed (by them) and not by me as the problem continues to occur. Not being able to activate the cookie policy in English due to problems with their system, they still continue to send us emails telling us that not having the policy on our site in English means we risk very high fines (due to their fault not ours).
    I immediately replied to the person who contacted us but to date we have not heard anything back. We will definitely have to wait another 7 days.

    Plugin Author iubenda

    (@iubenda)

    ITA

    Salve,

    grazie per aver risposto, confermiamo che stamattina le è stata inviata una risposta e che abbiamo incaricato il nostro team di backend per risolvere la sua problematica di natura amministrativa che richiede ulteriori controlli.

    Siamo attivamente a lavoro per risolvere il problema che comunque non è relativo al plugin WordPress ma del suo account su iubenda.com

    Ci scusiamo se nel complesso l’esperienza non l’ha soddisfatta, faremo di tutto per migliorare i tempi di risoluzione di problematiche amministrative. Per qualsiasi ulteriore domanda rimaniamo a disposizione!

    ENG

    Hi,

    thank you for your response, we confirm that a first reply was sent to you this morning and that the backend team is investigating your issue.

    We are actively working to resolve the issue which in any case is not related to the WordPress plugin but to your account on iubenda.com

    We apologize if overall the experience did not satisfy you, we will do everything we can to improve the resolution time for administrative issues. For any further questions, we remain available!

    • This reply was modified 1 year ago by iubenda.
    Thread Starter mmc270

    (@mmc270)

    Ancora ad oggi nessuna soluzione. Dopo essere riuscito a far cambiare la data di scadenza del pacchetto italiano di Privacy & Cookie policy in quanto era stata modificata per il problema tecnico di iubenda circa l’acquisto della licenza in inglese. Finalmente era tutto pronto per cercare di acquistare di nuovo il pacchetto Privacy & Cookie Policy Generator – Licenza Pro per The3Iron in Inglese (UK) come fatto un mese e mezzo fa e ora di nuovo si presenta il medesimo errore che aggiorna le date di aggiornamento pacchetti ma non posso usarli. Ormai è un tunnel senza fine.

    Plugin Author iubenda

    (@iubenda)

    Salve,

    confermiamo anche qui di aver risolto il problema, oltre che nel rispettivo ticket di supporto. Grazie per il tuo feedback e ci scusiamo se la risoluzione ha richiesto un pò più del previsto!

Viewing 6 replies - 1 through 6 (of 6 total)
  • The topic ‘Poor customer support’ is closed to new replies.