Support is really lacking

  • kay3647684

    (@kay3647684)


    1 week, 6 days ago

    I guess it’s an OK and diverse plugin when you’re just starting out or know nothing about SEO and just need something running on autopilot. If you know what you’re doing, it become awfully restrictive and requires regular workarounds.

    But what really gets me is the support. I dread every time I need to reach out to them. It always goes the same way. You wait several days, and then they tell you they need access to your website. You say it’s against company policy and wait several more days, maybe a week, sometimes more, to get some other “we didn’t find the issue” response. They really drag the time out. Eventually, someone capable will look at the issue and solve it, but generally a bug that shouldn’t have been there in the first place that could have very well messed up your website takes weeks to resolve. By then, you have either found a solution yourself.

    On top of that, there’s always this “not sorry we messed up, sorry we got caught” sense. Suddenly, the issue is already known and a fix is in the works to be released TBD. Then again, releases pushing AI slop happen pretty regularly.

    I don’t know… I am giving it a 2 because it does automate a lot of boring stuff, and because this is a typical WP plugin experience. No one really does it much better, but that is a pretty low bar to clear.

Viewing 1 replies (of 1 total)
  • Plugin Support Jaideep Asrani

    (@jaideeprm)

    1 week, 5 days ago

    Hello @kay3647684,

    Thank you for taking the time to leave such a detailed review. We’re genuinely sorry to hear that your experience with both the plugin and our support has been so frustrating.

    We completely understand why waiting days for replies and then being asked for website access can be frustrating, especially when your company policy doesn’t allow it. We request access because it’s often the fastest way to reproduce and fix an issue, but we also know that isn’t always an option. When that’s the case, we’ll continue working with whatever information we have, even though it can sometimes make troubleshooting take longer than we’d like.

    We’re also sorry that we’ve left you with the impression that we only acknowledge issues after they’re reported. That’s never our intention. If an issue turns out to be a bug, we’ll always work on getting a fix out as quickly as we can, but we understand that waiting for an update isn’t much comfort when you’re dealing with a problem right now.

    We do appreciate your kind words about the automation features, even though the overall experience hasn’t met your expectations. Your feedback is fair, and we’ll make sure it’s shared with both our support and development teams. We know there’s room for improvement, and comments like yours help us focus on the areas that matter most.

    Thank you again for being honest with us.

Viewing 1 replies (of 1 total)

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