Problem with software and support is really bad – changed to very good

  • phdhont

    (@phdhont)


    6 months ago

    I’ve purchased UsersWP along with all available add-ons, as well as GeoDirectory and its full suite. Technically, these are solid products with great potential.
    However, I’m currently facing a serious issue with content control in UsersWP that probably appears to be a bug, and the way support is handling it has been extremely disappointing.

    I’ve reported the issue, isolated it by disabling all other plugins, and confirmed that the problem persists with only UsersWP active. The support team has acknowledged the problem, yet more than a week has passed with almost no communication. At best, I receive a one-line reply per day — sometimes not even that — and no visible progress is being made.

    Mr. @paoltaia, you’ve stated publicly that UsersWP/GeoDirectory offers “the best support.” With all due respect, I must disagree. The best support I’ve experienced so far has come from WP Astra: clear explanations, screenshots, videos, and a genuine effort to understand the customer’s perspective. They communicate with empathy and clarity, not from a position of superiority. Some members of the GeoDirectory team share that same helpful attitude, but unfortunately, others give the impression that the customer is “stupid” and the plugin is infallible.

    That’s a shame, because I truly believe UsersWP and GeoDirectory are good products. But good software deserves great support — and right now, the lack of transparency, urgency, and customer care is undermining the experience.

    I hope this feedback is taken seriously. I want to see these tools succeed in my project, but that requires a support culture that listens, communicates, and acts.

    Kind regards, Philippe

    • This topic was modified 6 months ago by phdhont.
    • This topic was modified 5 months, 1 week ago by phdhont.
Viewing 9 replies - 1 through 9 (of 9 total)
  • Plugin Contributor Paolo

    (@paoltaia)

    6 months ago

    Hi Philippe,

    Thank you for taking the time to share your detailed feedback. I’m very sorry to hear about your disappointing experience with our support team. As you can see from other reviews, that is definitely not the standard we strive to maintain.

    After reviewing your case, we were finally able to replicate the issue on our test site. Our developer has already started working on a fix. I understand your frustration with the lack of communication, and I completely agree that we should have handled this with more clarity and urgency. We’re currently investigating why the support response fell below our usual standards to ensure it doesn’t happen again.

    We truly appreciate your patience and your continued belief in our products. Your input helps us improve both our software and our service.

    Best regards,
    Paolo Tajani
    Co-Founder, AyeCode Ltd.

    Plugin Author Stiofan

    (@stiofansisland)

    6 months ago

    Hi Philippe,

    The developers have found and fixed the issue now and have pushed the fix live.

    I am the other co-founder and developer, I was off yesterday due to a family event and this was not assigned to the correct person. I can only apologise. I hope our quick fix and release (on a weekend) helps restore a little faith in us! We are not perfect but we will always try our best.

    Kind Regards,

    Stiofan

    Thread Starter phdhont

    (@phdhont)

    6 months ago

    Hi Stiofan and Paolo,

    Thank you both for taking my feedback seriously and for the follow-up on this issue. I really appreciate the quick action to identify and fix the problem — especially over the weekend.

    Stiofan, I remember being in touch with you before, and that was indeed a very positive experience, so thank you once again for stepping in and handling this personally. It makes a real difference when communication feels genuine and solutions move forward.

    I’m hopeful things will continue to improve, and I’d be glad to change my 1-star review to 5 stars soon.

    Kind regards,
    Philippe

    Thread Starter phdhont

    (@phdhont)

    5 months, 1 week ago

    A few weeks later, I can truly say that the GeoDirectory and UsersWP support teams helped me with all the problems I had.

    My project is really taking shape (I hope to launch it in a month or two), and that’s thanks to the personal help from the support team (and Paolo and Stiofan).

    I’m happy I could change my rating, and even happier for all the help I’ve received and continue to receive.

    Philippe

    Thread Starter phdhont

    (@phdhont)

    1 month, 3 weeks ago

    @paoltaia @stiofansisland

    Hi Paolo, Stiofan, and team,

    A few months ago I posted a review about some support issues, and I really appreciated how seriously you took that feedback. Communication improved a lot afterwards, and thanks to your help my project has made great progress.

    Unfortunately, I’m now running into a similar situation again — this time with the GetPaid manual subscription addon (tickets #15185 & #13732).

    The addon itself is a great addition and I’m genuinely thankful that it was created. However, communication and moving forward has become difficult. I don’t receive updates, then I open a new ticket, another team member reaches out to the developers, something happens… and then it becomes silent again. I completely understand that the team may be very busy, but I also need to be able to move forward on my side.

    This makes it impossible for me to let testers start, because the flow is still not behaving correctly. I’m very close to beginning the testing phase, but I’ve been stuck for several weeks now due to this last blocking issue. I’m simply stuck again, and I really need this final part to work so I can move ahead.

    I truly appreciate all the help you’ve given me so far, and I hope we can resolve this last issue as well. If you need access or additional details, I’m happy to provide them.

    If you cannot help me, I would like to know that as well. I recently purchased additional licenses and I have future plans for new projects with this software, but I cannot move forward or start anything if I don’t receive the necessary support. I also believe that what I’m asking for would be valuable for other users too, and fits within what the software should be able to do.

    Kind regards, Philippe

    Plugin Contributor Paolo

    (@paoltaia)

    1 month, 3 weeks ago

    HI Philippe,

    I see that Davison replied to your ticket this morning.

    If a ticket is assigned to the developers on a Friday evening, most likely you will get an answer on Monday morning, which is what happened here.

    Thanks for your patience,

    Thread Starter phdhont

    (@phdhont)

    1 month, 1 week ago

    Hi Paolo (@paoltaia),

    Thanks for your message.

    Davis indeed replied on Monday, but since then I’ve sent two follow‑ups (on 06/03 and 09/03) with detailed screenshots and explanations, and I haven’t received any reply to those. So at this point it has been several days again without any update, and I’m still blocked on the same issue.

    This pattern has been ongoing since January, and I’ve lost a lot of time waiting. The features as they are now are exactly what I need — just without the bugs. I simply cannot continue or start testing without this final part working correctly.

    I fully understand that the team is busy and that developers are not always available immediately, but I do need some form of communication so I know whether the issue is being worked on, or whether something is waiting on my side. Right now I have no visibility at all, and that makes it impossible for me to move forward.

    I really appreciate all the help your team has given me in the past, and I’m confident this can be resolved as well — I just need a bit more clarity and continuity in the communication.

    Thanks in advance, Philippe

    Thread Starter phdhont

    (@phdhont)

    1 month, 1 week ago

    Hi Paolo & Stiofan (@paoltaia @stiofansisland) , just a gentle follow‑up on my last message.
    I’m still blocked on this issue, any update would help me move forward. Thanks!”

    Plugin Author Stiofan

    (@stiofansisland)

    1 month ago

    Hi @phdhont,

    Thanks for the nudge, and sorry for the delay. I’ll followup with the devs tomorrow and see whats going on with that ticket. Expect a reply within 24h at most.

    Thanks,

    Stiofan

Viewing 9 replies - 1 through 9 (of 9 total)

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