• When asking a relatively simple question they don’t ask for required information but redirect to their Facebook DM and they refuse to help unless I give them admin access.

    Plugins is disabled now and replaced by a code snippet.

    Update on 8 Feb 2024: Support has seen this review and want to try to give support in the end and now ask for information about plugins. As I’ve removed the plugin, that’s too late now.

    They also asked to reverse my rating as “it harms the positioning and sustainability of the product”. But I’ve explained that negative stars are not possible. Instead I’ve given tips how to handle support in a correct way.

    • This topic was modified 4 months, 1 week ago by Jos Klever.
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  • Plugin Support jmatiasmastro

    (@jmatiasmastro)

    @josklever

    Hi mate, We sincerely apologize for any inconvenience you may have experienced. We have already addressed this matter privately, and we kindly request that you reconsider your rating. Your feedback directly impacts our ability to maintain the quality and sustainability of our products. Thank you for your understanding and support.

    Best regards.

    Thread Starter Jos Klever

    (@josklever)

    A low rating doesn’t “impact your ability to maintain the quality and sustainability of your products”. So don’t beg for a higher rating, when you completely deserved this. In fact I would lower my rating even further because of this behaviour.

    Learn from these reviews and improve your service to other users. That’s the only way to get more positive reviews and in the end it’s just an average. You lost me (or my client) as a user. Show the world that issues of other users are handled better, so they stay positive.

    And I see in your replies on the forum, that you are still directing people to your Facebook chat to get login credentials, so you still haven’t learned anything and my review is still completely valid.

    • This reply was modified 3 months, 3 weeks ago by Jos Klever. Reason: Added the text about directing to Facebook chat
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