Support Slow

  • tenp

    (@tenp)


    9 years, 2 months ago

    My client and I are still waiting to hear back from support on some issues with configuring this plugin. Even after paying another $279.83 CAD for 1 year of Priority Support, there still is no direct access to support that I can find on their site. It seems everything just keeps getting redirected to trying to find a related issue within the forums.
    We have both attempted to contact Users Ultra through their contact form and even opened a ticket. Still there is no obvious link or location to receive this ‘priority support’. Trying to post into the forums seems to fall flat as well because it states I need to be logged in before I can post a new topic or reply to a existing topic…even though I am logged on.
    This plugin has a ton of potential, but the lack of support, EVEN WHEN THE EXTRA MONEY IS PAID FOR PRIORITY SUPPORT, makes me question their ethics.
    Just sayin…

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Contributor Plugins Area

    (@usersultra)

    9 years, 2 months ago

    @tenp,

    Thank you for your review.

    What happened was that your client changed her email. We replied within few minutes after the support request, however.. as we’ve explained to your client via email the email was rejected.

    This is the message we received:

    “Error message 550-5.1.1 The email account that you tried to reach does not exist.”

    After researching we were able to find a second email account which was used to contact your client. We received the confirmation of the new email account about 48 hours ago.

    That’s what happened. We have updated our database with the new email account.

    Again, thank you for your review and I’m sure you will get a reply to your requests immediately.

    Just to clarify, what happened is that the client changed her email account, that’s the explanation of the delay to get a fast support.

    Cheers

    Thread Starter tenp

    (@tenp)

    9 years, 2 months ago

    I am kinda curious though how you would know to which account I was referring to here when I didn’t even mention the ID#?

    That aside, you did not address my statement:
    “no obvious link or location to receive this ‘priority support’.”

    We did receive an email from a Franco supplying a gmail (which I will not include here, as that would be bad form) but after repeated attempts, he has not responded.

    I fully understand that this forum is not for support, but I believe information like this is very relevant to a product review.

    Now please, prove me wrong, show some solid support without excuses.

    Cheers

Viewing 2 replies - 1 through 2 (of 2 total)

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