Support » Plugin: VaultPress » Very Poor Support

  • brightonseo

    (@brightonseo)


    Support gives the impression that they have no interest in their customers. ALmost as if they don’t want the work and prefer to palm off people to avoid work at all cost.
    Very unprofessional and a totally inept attitude.

Viewing 15 replies - 1 through 15 (of 15 total)
  • Stef

    (@erania-pinnera)

    Hi there,

    I’m sorry to hear you’re not having a good experience with VaultPress and our support. We’re happy to help you solve any issue you’ve got!

    Could you post your site URL here, so I can have a look?
     
    If you want it to remain private, you can also contact us via this contact form:
    Contact Support

    Look forward to your reply!

    brightonseo

    (@brightonseo)

    Stef how bizarre that you can respond to this review and yet unable to respond to my emails begging for support.
    Are you aware how awful that looks?
    Quite annoyed to be honest.

    brightonseo

    (@brightonseo)

    If you ever decide to provide some support to a paying customer, feel free to let me know when it happens because the confidence has been badly broken and I don’t hold out much hope for Vaultpress. Lucky it’s not so urgent because having people taking there sweet time to offer support is totally unacceptable.

    Stef

    (@erania-pinnera)

    Stef how bizarre that you can respond to this review and yet unable to respond to my emails begging for support.

    That’s quite odd indeed since I can’t see any messages incoming from the email address associated with your username @brightonseo.

    Is it possible that you used another email address that’s different to the one tied with this WordPress.org account?

    brightonseo

    (@brightonseo)

    The email I use on here is the same one I use for my paid subscription for Vaultpress.
    Some support staff still believe gmail and googlemail are different companies.
    Are you aware of this and have you made the same mistake.

    brightonseo

    (@brightonseo)

    I won’t be putting my email on here for public view due to spam.

    brightonseo

    (@brightonseo)

    Your Vaultpress software is broken.
    It shows as actively restoring when you say the task has completed.
    It does not abort and continues to run so I cannot attempt another restore to try to fix the ongoing problem.
    Are the developers aware of thei major bug or did they just leave it and manage with what they have?
    Personally, I think you need to fix this rto be taken seriously.

    Stef

    (@erania-pinnera)

    It shows as actively restoring when you say the task has completed.
    It does not abort and continues to run so I cannot attempt another restore to try to fix the ongoing problem.

    Can you share your site URL so I can track that down in the system? Thanks!

    brightonseo

    (@brightonseo)

    After multiple attempts to stop the tool from running, it has now stopped and is showing as restoration complete but sadly, the problem was not fixed and I now have to start over again.

    brightonseo

    (@brightonseo)

    Can you please respond to support tickets so that I can send you a screenshot of the abort fail of your software.

    brightonseo

    (@brightonseo)

    I can see now that support for Vaultpress has now moved to Worpress.org platform.
    Wow.

    brightonseo

    (@brightonseo)

    I have several unanswered tickets. Can you at least respond to one of them please to show that you are there.

    Stef

    (@erania-pinnera)

    As stated before, I would love to track down your tickets as I can’t find them on the system under your WordPress.org username.

    In order to do that, I’d need to know at least your site’s URL and/or the WordPress.com username you use to signup with VaultPress.

    Alternatively, you can write us again via this contact form and mention this thread.

    With no info to help me find your multiple incoming tickets, I cannot help you any further! 🙁

    brightonseo

    (@brightonseo)

    The site is now working after the intervention of the hosting service who were good enough to step in and help resolve the problem.
    https://carmensluxurytravel.com/

    Stef

    (@erania-pinnera)

    My colleagues and I have been working on https://carmensluxurytravel.com/ since last Tuesday, and our last replies to whoever is talking with us are dated yesterday at 5 pm and 7 pm UTC+1.

    I am not sure if the person who’s communicating with us is you, but I can assure you that we’re taking care of the case and are doing everything in our capacity to sort things out as fast as possible.

Viewing 15 replies - 1 through 15 (of 15 total)
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