Support was not as I had hoped

  • robandthings

    (@robandthings)


    1 year, 4 months ago

    Seems like it could/should be a decent package, it took me a while to configure to something I was looking for, however bugs started to form soon after, when contacting customer support here is how the email response finished:

    “I’m not here to force you to use our plugin instead of another one.
    If you find a plugin with the feature you need which works with your current setup, it’s probably best to use that other plugin instead.”

    Maybe this is a normal response, however in general with plug-ins I find the support is a key component for me regarding the cost, especially with a lifetime licence specifically quoting ‘lifetime update and support’

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author Long Watch Studio

    (@lwsdevelopers)

    1 year, 4 months ago

    To be fair, that’s only part of the email and the support you received.
    First, we took time to log into your website and find out what was going on.
    Then, we determined that the issue wasn’t coming from our plugin and gave you hints on what to look for in order to find what was causing the issue.
    We’re really dedicated to supporting our plugins and we fix issues and bugs as soon as they’re notified to us.
    However, our support doesn’t cover other plugins or themes.

    You didn’t want to investigate further on your side to find what was causing the issue, we respect that. Time is precious nowadays.
    Since the issue wasn’t solved, and in order to avoir you losing time over this, we proposed you another solution, which is using another plugin.

    If, at some point, thanks to the leads we provided, you manage to find what’s causing the issue in the first place, we’ll be happy to provide a solution or a workaround if it’s possible.

    Thread Starter robandthings

    (@robandthings)

    1 year, 4 months ago

    In the same way I have benefited in the past from a wide range of views and assessments from users with hands on practice with a product maybe my experience and review is useful for someone else, maybe not.

    Plugin Author Long Watch Studio

    (@lwsdevelopers)

    1 year, 4 months ago

    As it turns out, you were right and I apologize.
    On the checkout page, in the current version, the free reward popup doesn’t show correctly in some cases. The dev team was able to reproduce the issue and is working on a fix.
    We’ll probablye release a new version this week.

    The 2 star review was well deserved this time.

Viewing 3 replies - 1 through 3 (of 3 total)
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