Support » Plugin: GiveWP - Donation Plugin and Fundraising Platform » Super slow support even for paid customers

Super slow support even for paid customers

  • karimlo

    (@karimlo)


    6 months, 3 weeks ago

    The plugin looks great in the demos and the promos sell it well, but the implementation time, the learning curve, obstacles, and the level of babysitting it needs, especially if you use PayPal, made me regret going with this plugin.

    I would have still accepted the result and got content with the quality, but the response time of the support team during these 2 months of trying to implement it, yes two months – is what killed it.

    The support people know what they are talking about, and they can help, but their reaction and response times are not good for doing business.

    If you just want to explore the plugin, I recommend playing with it, but if you want to use it for a serious nonprofit or important donations platform, you need to make sure you have compatible gateways, the right add-ons, and some good server admin with you to handle troubleshooting.

    Hope this helps others not to get into the same trouble I got into.

Viewing 1 replies (of 1 total)
  • Plugin Contributor Ben Meredith

    (@benmeredithgmailcom)

    6 months, 3 weeks ago

    Hey @karimlo,

    I dug in and found your ticket here internally, and we’re helping there.

    I did want to publicly respond to give as much context as possible, here.

    You are exactly right that it’s unacceptable for priority support tickets to string along for weeks. While it’s no consolation to you, we really do resolve the vast majority of issues in 3-5 business days. Your issues proved to be the perfect combination of things we can fix, things your web host needs to help with, and things your Payment gateway needs to help with. The power of WordPress (as you know) is that we as plugins don’t have full access to your site, and that makes support trickier.

    Having reviewed the tickets you’ve submitted, I definitely see areas we could have done better, and this review has sparked an internal discussion about that. Thanks for that, truly.

    Of course I want to earn back your trust (and perhaps some of the missing stars here!), as folks like you recommending GiveWP to their clients are a HUGE part of the GiveWP community.

    Let’s continue the conversation over in priority support. Your clients’ success with online donations is our number one priority.

Viewing 1 replies (of 1 total)
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