Support » Plugin: Printful Integration for WooCommerce » Very poor support

  • It’s going on three weeks since I first contacted support about a plug-in issue. I’ve been batted around to three different support reps and a faceless, nameless dev avatar. Response time has been abysmal.

    Most significantly, despite the exposition provided with each of my multiple requests for help, the responses leave the impression that this company does not have a dev team. Or at least not a team this is required to formulate a response beyond copy/paste boilerplate. I haven’t gotten a single reply that suggests someone has actually read what I’ve written. Might as well be bots.

    Suggest that the company invest in a higher level of user support. Worth looking at another dropshipping vendor.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support vita.printful

    (@everybear)

    Hey Lauren,

    Thank you for reviewing our plugin!
    We’re sorry to hear that your experience with us has not been positive thus far, but we hope that we can improve it moving forward!

    We appreciate your feedback and will forward it to the responsible teams accordingly, to review our responses and see how we could improve our communication with you, as well as other customers.

    After we’ve reviewed our communication. we’ll follow up with you directly via email.
    But you’re also free to reach out to us at feedback@printful.com with your suggestions, questions, or concerns, we would definitely love to hear from you! 🙂

    laurenfromseattle

    (@laurenfromseattle)

    For starters, consider whether responding to this review with three exclamation points and a happy face emoji is responsible communication. It’s passive aggressive and puerile. I’m sure it feels good in the moment, but is this really the way to conduct a professional business? Similar to the email we received last week with a “Hey there” greeting, informing us that you had exposed our API key to third parties and that our buyers’ data had potentially been stolen.

    Do better.

    Plugin Support vita.printful

    (@everybear)

    Hey Lauren,

    Thank you for sharing your concerns with us.
    Here at Printful, our brand voice expresses a casual and personable tone, therefore, we like to use emojis and exclamation points to establish an engaging tone with our customers and I am sorry to hear that this came across as passive-aggressive and puerile to you.

    As far as our developers go, they are a separate team within our company that works at different hours, but we are working to improve our response times overall.
    We double checked with our developer team and they let us know that the feature you requested does not currently exist by default in any of the e-commerce platforms we have set up with.

    We have noted that your request is reasonable, but it is beyond the scope of what we can do as we work with default WooCommerce and its functionalities.
    However, our developers are actively working on other updates that could improve our API connection and the features that work with that connection, which is why we truly appreciate your feedback on this!

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