Hi @gmongrut ,
First of all, we are sorry for all the troubles and inconveniences caused to you.
Most of our developers are not really good at expressing themselves in English, so they might not have provided a proper response to users’ requests. Sometimes, our developers don’t respond to users because they have no useful clue or workaround to offer for the case, though they are still working on the case during that time. We truly apologize for the void in communication with our developers.
On our Ticksy Support Forum, there are some cases in which when a ticket is held for some time, it will be pushed down the line and get lost in the support agent’s dashboard. It seems that your ticket might have been lost in the pending line so when you create a new ticket, your case is back on the top.
We do have a support mechanism in which our developers must report about cases held for over 7 days. And each developer must confirm they have tried at least 3 times in 3 weeks with no luck on the case before offering the refund payment as a compensation. Our staff might have processed the refund request but forgetting to state the reasons in details.
But you can count on us that when our developers offer refunds as a last resort, they have really tried their best to solve the case. It’s just that our developers failed to find a valid solution or at least a workaround. Issues that are triggered when using external themes or plugins are often the most difficult to us. It’s a shame to admit so.
We hope that you will accept our apology and refund request as a compensation for all the inconvenience. And we hope we will still have your support in our other plugins.
We wish you all the best.
Best regards.
Hello in there,
I’ve modified my review and changed it from one star to three because you still have a great product, and I don’t want to diminish that.
That said, you shouldn’t justify yourselves by claiming the English language is a barrier. The issue with “Dustin” isn’t about language; it’s an attitude problem. He comes across as cocky and arrogant towards customers, and someone like him shouldn’t be in contact with customers.
To connect with customers, you need to know how to treat people, just like you do, @janilyn409. Your service is incredibly good. Unfortunately, the perception of the company from the customer’s perspective is shaped by every interaction, and this individual lacks the necessary expertise and “human touch.”
Again, I appreciate you taking the time to reply and wish you well with your business!
