Support » Plugin: Jetpack by WordPress.com » Terrible all the way!

  • George

    (@quantum_leap)



    My experience with Jetpack all over the years has been terrible. Apart from the fact that it seems to be a server heavy plugin (and please don’t tell me that you can disable/enable modules, we know that), modules seriously lack functionality and you have to buy premium version to improve that. The need for connecting to wordpress.com for a lot of modules creates problems when a developer works locally as JetPack will NOT connect to wordpress.com from a local installation!

    Furthermore, a few times that I had to contact support, it took them at 10-14 days to get back with mostly basic answers that I could have taken from the internet as well. They never go the extra mile to sort anything out for you and sometimes they ask you a silly question so that you can answer to them and then wait for another two weeks for a reply. How would you expect anyone to take you seriously if your support is so low level and how do you expect anyone to buy into your premium?

    This is a disgrace for the WordPress community coming right out of WordPress itself. What a pitty!

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Contributor Stef

    (@erania-pinnera)

    Hi George, I’m sorry to hear about your negative experience with Jetpack, and thanks for taking the time to pass your feedback over.
    I just want to go through a couple of points you complained about:

    modules seriously lack functionality and you have to buy premium version to improve that.

    Our paid plans don’t have options to improve the modules already available on the free version of the plugin.
    As you can see from this plans summary, our paid plans include more features and modules, but any of the modules you can activate on our free plugin perform better when on a paid plan.

    it took them at 10-14 days to get back with mostly basic answers that I could have taken from the internet as well.

    We’re striving to lower down the response time – we tackle this very seriously here.
    Our current response time for paid users has been dramatically improved, and we’re able to reply to free users within a couple of days when we’re not massively backlogged.

    While we prioritise the support for paid plan owners, free users are very welcome also to browse the Jetpack official forum to check whether their issue has been already discussed and/or solved, and of course open a thread about it. We monitor the forum on a daily basis.

    If you’d like to give Jetpack another go, you’re very welcome to do it 🙂
    I’m sure you won’t be disappointed by our support.

    George

    (@quantum_leap)

    Hi Stef.

    A plugin should not “perform better” when on a paid plan. Performance should be the same. Support times has been terrible for me not only on Jetpack but anything else that is Automatic owned, like WP Job Manager for example. I have purchased a few WP Job manager addons and even there support response times can be up to 5 days. I know this is not a WP Job Manager section here but I am just saying. I am just not seeing this with any other plugin. For any other WordPress free plugins I notice that support is either almost non existant or at least the developer is commited to the plugin with his/her limited time that he/she has. With you I find it impossible to get through in a timely manner. As a result I either forget what the issue was or I get completely disappointed and just give up. Hiring more support people or organising your ticketing system better is entirely up to you but I don’t feel comfortable installing any of your stuff to any clients’ sites because you haven’t given me the confidence to do so.

    Plugin Contributor Stef

    (@erania-pinnera)

    Hi George,

    Apologies, I badly worded what I meant in my previous reply, I meant that NONE of the modules you can activate on our free plugin perform better when on a paid plan.

    Our paid plans have more modules users can activate, that’s all. Again, sorry for confusing you in my previous reply.

    I have purchased a few WP Job manager addons and even there support response times can be up to 5 days.

    I see your point here, and you’re very welcome to pass the feedback on the WP Manager forum as well – I’ll report this to the team too.

    I understand why you don’t want to use our plugins when managing your client’s sites; on the other hand, I can assure you that we’re constantly working on improving the response time over there as well.

    I hope you’ll regain confidence in us at some point 🙂 Maybe you can start using our products again on a test/side project site, and see how it goes? Feedback like yours are what’s pushing us to get better and better, so we’d be so glad to have you again among our happy users!

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