Support » Plugin: NitroPack » Terrible Customer Service on Paid Plans

  • The customer service for NitroPack is terrible, and I am trying my best to be reasonable. They have a product that “could” be great. However, because it’s so new I think they are struggling to provide even the bare basic service to their customers. You are likely to need the support of their tech team if you want to get real value out of this product. And at present on the paid plans, which are not cheap, the response is supposed to 1 business day. Which is terrible for a paid plan. However, they don’t really respond to you (not even in 3 days), not in the true sense. They will send you a message with something like a basic reply which won’t solve anything, but it will tick their SLA box to say they responded to you. Normally they will reply back repeating what you have said. You will reply back thinking the agents are online, so you hurry to respond back, but the next reply you’ll get will be another 1-3 days. I had 2-3 days for an average response.

    If a ticket requires 5/6 messages for it to get resolved, and I get a reply every 2-3 days, it will take me over a week to get a basic question answered. I feel this a form of manipulation, and I really don’t like it.

    The truth is, as an online business, I hate giving any business a negative review. However, if I am paying for a service, then if I don’t get a good service, I should get even a basic service, right? I don’t think I am even getting that from the Nitropack team. My site is not loading properly. If that’s not a serious enough issue on a paid plan, then I don’t know what is. I was really rooting for this product. I moved from WP Rocket. I am questioning if I have made a big mistake. I will give it a few more days. I think they have a 14-day money-back guarantee. So, I need to decide soon. I will give them a few more days. I really want them to prove me wrong!

    • This topic was modified 9 months, 2 weeks ago by doingtherightthing. Reason: I looked at other reviews of "customer service" and decided that as speed and CDN is such a critical component to a website, the service needs to be excellent, otherwise it's a high-risk product
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