• Since posting the below review people at Replyable started communicating with me again and I was able to work out my issues with tech support. Because of this I have increased my rating in this review, re-titled it, and I have chosen to become a Replyable customer on the basic plan. The fact that the ball was dropped so completely for a period of time definitely leaves me with concerns, but I am giving it a try and hopefully replyable will do better in the future.

    Former review:

    Terrible Tech Support

    The paid version Replyable is perfect for my needs, but I wanted to test it before paying a non-refundable fee for it. So I tried their one week free trial for the basic plan. However, when I did tests with friends they weren’t getting subscription messages, so I contacted technical support. At first things went pretty well. They contacted me back in a reasonable amount of time and did a few tests, but then things petered out. There was no conclusion.

    Nothing got solved. The person told me to check in spam folders despite my saying that both of my testers had checked spam folders multiple days after the test.

    The tech support person then gave me two weeks of additional free trial to continue testing, but when I tried to access it I couldn’t (the only way to change my settings to use it required me to pay them). This was on April 12th. I sent a message back describing my problem and asking for help but I never got a reply. Since then I have sent several follow up messages and with only two days left of this extra free trial I still haven’t received a reply or any help accessing it.

    After a week of not receiving any replies I figured maybe the person helping me was sick or something, so I put in a new tech support request explaining the situation. I have not received a response to that either. I have no idea what is going on or why they aren’t getting back to me.

    I think Replyable is probably a good product (the only reason I didn’t give it a one star review) and if it works for you without problems the first time, that is great, but this was a terrible tech support experience. I have wasted so much time and I am honestly really sad because I really felt that replyable was a perfect fit for my needs and now I’m going to have to rethink how I’m going to do my comment system.

    • This topic was modified 2 years, 7 months ago by fayonyx.
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  • Plugin Author Postmatic

    (@vernal)

    Hey Fayonx,

    I’m sorry you had a bad experience with our support team. You’re right – we dropped the ball on our end.

    Email can be a tricky technology. If a message leaves our server and gets confirmed as delivered by our email provider (Mailgun) there isn’t anything further we can do to help you find it. It’s out of our network.

    I’ll have someone follow up with you via our ticket system about that trial and/or a refund.

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