Title: WooCommerce Support Problems Last modified: August 30, 2016 --- # WooCommerce Support Problems * [hommealone](https://wordpress.org/support/users/hommealone/) * (@hommealone) * [10 years, 7 months ago](https://wordpress.org/support/topic/woocommerce-support-problems/) * I’m having serious reservations about using WooCommerce in future projects due to problems with their product support system. * I’ve purchased an extension from WooThemes (payment gateway extension) which should entitle me to receive support from their online support system. Even for paying customers, there is no way to contact them other than their “support ticket” system. They currently must be experiencing a bad staff shortage, because their support website page starts with a “help wanted” ad, followed by s disclaimer that they are very behind on their responses. * It took a full 7 days before they even responded to a recent support ticket. That first response contained only the most general troubleshooting steps in response to my detailed report of the problem we were encountering. And getting follow up responses to the ticket has been like pulling teeth. I still have not received a satisfactory resolution 10+ days later. * I believe that there is a bug in the extension we purchased, but I can’t get their help with it. * I also posted on this WordPress forum and of course have not gotten a response from any WooCommerce people on that post either. * I understand that free plugins do not in any way guarantee support. But once you purchase an extension to the plugin, you should be able to get timely support about problems related to that extension, no? * My customer’s business is hurt by this. What is the proper thing to expect here? * With a plugin as essential to a business as an ecommerce solution, it would be nice if there were the option to pay extra for premium support options; I don’t think WooCommerce offers this, do they? * Anyone have any thoughts or advice about this? * [https://wordpress.org/plugins/woocommerce/](https://wordpress.org/plugins/woocommerce/) Viewing 3 replies - 1 through 3 (of 3 total) * [Matt Cohen](https://wordpress.org/support/users/mattyza/) * (@mattyza) * [10 years, 7 months ago](https://wordpress.org/support/topic/woocommerce-support-problems/#post-6767850) * Hi there, * Thank you for your honest and candid feedback. Taking action on feedback is how we grow and improve. * I agree that a 10+ day wait time on a resolution is unacceptable. * I can also confirm that you are correct in that the purchase of a product from WooThemes includes support for said product. What we are selling is access to support and updates for the product. Thus, the resolution time of tickets is extremely important to us. * Our team are working through all submitted tickets (as you noted, from the notification on our ticket submission form) and are actively hiring in order to improve our handling of tickets, and to decrease the duration between submission and resolution of each ticket. * Further to this, we are implementing improvements to our workflow to ensure we spot bug tickets sooner and can mark these as being urgent for an even quicker resolution time. * While this all sounds great, I realise this comment doesn’t resolve the issue you reported. My aim with this comment is to clarify where we stand today with support, and show a bit of what is going on behind the curtain. * With that in mind I’d like to mention that improvements to our workflow, and hiring more happiness engineers, both take time. While we’re actively pursuing both of these avenues, it’s important to note that improvements here will be gradual, rather than an overnight transformation. We’re running a marathon, rather than a sprint, and want to make sure we improve our processes and team scale in the best manner possible (it takes a few months for a new happiness engineer to be fully up to speed on all WooCommerce extensions we offer). * I’m really sorry for the inconvenience caused here. I hope this post helps to explain a bit of what our support process looks like behind the curtain, and what we’re actively doing to improve upon the unacceptable 10+ day wait time you had. * Thread Starter [hommealone](https://wordpress.org/support/users/hommealone/) * (@hommealone) * [10 years, 7 months ago](https://wordpress.org/support/topic/woocommerce-support-problems/#post-6767898) * Thank you very much for your response; I appreciate it. And may I also take the opportunity to thank you for providing the WooCommerce plugin to the WordPress community. * Perhaps this is unusual, but in my experience implementing the ecommerce elements of a website are often the trickiest parts of the job. And because they hit so directly at the financial results of a website, they seem to carry the most pressure. When implementation proves tricky it causes anxiety; when a problem pops up, someone is losing money. * Besides providing the – free! – WooCommerce plugin, WooThemes is a business which caters to the WordPress community. Do you offer, or have you considered offering, a premium service which people could buy, if they get in a jam, that would provide assistance with troubleshooting tricky implementation problems, or professional help with implementation? Perhaps with options for one-time or ongoing assistance? Basically a premium, pay-for-support option, since timely support is so critical for ecommerce implementations? * If that is not practical – I imagine that people might be even more put-off waiting for support if they know that the support personnel are responding first to the pay-for-support services – then perhaps you could provide a more robust and easy to find portion of your website where independent contractors offering special skills in WooCommerce implementations could be listed? Independent developers who one could hire just for these types of WooCommerce troubleshooting and implementation assistance? * I don’t pretend to have all of the answers here. As in my original post, I am just looking for suggestions and hoping for a dialog on the best ways to get help when WooCommerce issues arise, which in my experience is often. * [Matt Cohen](https://wordpress.org/support/users/mattyza/) * (@mattyza) * [10 years, 6 months ago](https://wordpress.org/support/topic/woocommerce-support-problems/#post-6767953) * > Do you offer, or have you considered offering, a premium service which people > could buy, if they get in a jam, that would provide assistance with troubleshooting > tricky implementation problems, or professional help with implementation? Perhaps > with options for one-time or ongoing assistance? Basically a premium, pay-for- > support option, since timely support is so critical for ecommerce implementations? * We’ve discussed offering paid-for support packages in the past. We arrive at the same conclusion regularly, which is that we are focussing on improving overall support times. Offering paid-for pure support packages implies that support times can only be improved if a cost is attached, which isn’t what we’re about. Improving support times enables us to improve the support and experience for all WooCommerce users, over time, whether purchasing from WooThemes or not. Viewing 3 replies - 1 through 3 (of 3 total) The topic ‘WooCommerce Support Problems’ is closed to new replies. * ![](https://ps.w.org/woocommerce/assets/icon.svg?rev=3234504) * [WooCommerce](https://wordpress.org/plugins/woocommerce/) * [Frequently Asked Questions](https://wordpress.org/plugins/woocommerce/#faq) * [Support Threads](https://wordpress.org/support/plugin/woocommerce/) * [Active Topics](https://wordpress.org/support/plugin/woocommerce/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/woocommerce/unresolved/) * [Reviews](https://wordpress.org/support/plugin/woocommerce/reviews/) * 3 replies * 2 participants * Last reply from: [Matt Cohen](https://wordpress.org/support/users/mattyza/) * Last activity: [10 years, 6 months ago](https://wordpress.org/support/topic/woocommerce-support-problems/#post-6767953) * Status: not resolved