Thank you for taking the time to share your feedback. We’re genuinely sorry that your experience with Quill Forms didn’t meet your expectations. We’d like to provide some clarification regarding your concerns:
Regarding the troubleshooting process: When you reported issues with our plugin, our support team identified that there were multiple JavaScript errors stemming from third-party plugins on your site. We suggested temporarily deactivating a specific plugin only as a diagnostic step to isolate the cause of the conflict – not as a permanent solution. Our intention was to identify if that particular plugin was causing the conflict so we could then investigate how to make Quill Forms compatible with it.
Unfortunately, we were unable to complete this troubleshooting process as you declined to perform this temporary diagnostic step. We reached out again to continue working on a solution but received no response until we saw this review.
We take compatibility issues seriously and continuously work to improve our plugin’s performance with other WordPress plugins. However, diagnosing conflicts requires some collaborative troubleshooting, especially with uniquely configured WordPress environments. While we strive for maximum compatibility, it’s important to note that no WordPress plugin can guarantee seamless integration with all of the thousands of plugins available, particularly those that may not follow WordPress coding standards.
As for the refund: We did process a full refund for your purchase even though our standard policy might not have applied in this case, as we genuinely wanted to ensure your satisfaction.
We’re always looking to improve both our product and support experience. We were surprised to see this review after our multiple attempts to resolve your issue and providing a full refund, but we respect your right to share your experience.
The Quill Forms Team
Dear Quill Forms Team,
Thank you for your response. I wanted to update you that I have received the refund in the meantime. However, I must express that the communication with your support team was significantly delayed. The troubleshooting process mentioned took not just a short while but extended over a longer period.
I needed a functioning website, and it was only after more than two months that I received another message from support. After a 2-3 hour exchange of emails, my perspective was understood, and the refund was initiated.
I appreciate the resolution, but hope that future communication can be more timely to enhance the overall customer experience.
Best regards,
Adrian Stemmer
Dear Adrian,
I am Mohamed Magdy, founder of Quill Forms. I have personally reviewed your support ticket history and must correct the record regarding your feedback.
The support logs, which can be verified here: https://tinyurl.com/28eab6pl, clearly show our team responded to all your inquiries within minutes on the same day they were received. We provided five separate responses in a single day attempting to troubleshoot your issues.
At that time, you declined to further engage in the troubleshooting process. Despite this, we proactively reached out again after two months to check if you were still interested in resolving your issues. Rather than re-engaging with our support team, you posted this feedback suggesting a delayed response on our part.
Your feedback stating there was “significantly delayed” communication and that you only received another message “after more than two months” does not accurately represent the documented support interactions. Our team was prompt, responsive, and made multiple good-faith attempts to resolve your technical issues.
We processed your refund as requested, but we cannot accept mischaracterizations of our support team’s efforts and response times.
Regards,
Mohamed Magdy
Founder, Quill Forms
Hello Mohammed,
At the beginning you replied within one day (03.feb 2025). After my refusal to uninstall my main plugin there was no response any longer. This was 05. feb 2025 and then you recontacted me again 12. april 2025, which is for me a „significantly delayed“ communication.
At the 12. april we had a twist in our communication after more then a couple of emails. At this point you deceiced to grant me the refund.
For this reason I have given the Feedback which I personaly think apropriated.
Best regards,
Adrian
Hello Adrian,
Thank you for providing those specific dates for clarity.
Regarding the timeline between February 5th and April 12th, 2025, I would like to explain our support protocol:
- On February 4th, our team responded promptly to your initial inquiry.
- On February 5th, you declined our standard troubleshooting recommendation to temporarily disable a plugin to isolate the issue.
- This created a technical impasse, as we could not proceed with diagnosis without this critical step being completed.
- On April 12th, as part of our regular review of unresolved tickets, we proactively reached out to you to see if circumstances had changed and if you were now willing to proceed with the necessary troubleshooting steps.
- After further discussion that day, when it became clear the troubleshooting could not proceed as required, we processed the refund.
This follows our standard support protocol. When customers decline necessary diagnostic steps, the ticket remains open but awaits customer readiness to proceed with the required troubleshooting. The ball was effectively in your court during this period.
While I understand your perception of the timeline, I wanted to clarify that our support team followed proper procedure throughout the process. Our follow-up in April was actually an additional courtesy check beyond our standard protocol.
Regards,
Mohamed Magdy
Founder, Quill Forms
