Support Forum

Well Terrible service so far.

BG Brian Gaylord
Brian Gaylord
Member
Member since Mar 2019
2 posts
Mar 18, 2019 · 4:57 pm · Edited

I just purchased the silver subscription today, and the documentation stinks on ice. I did manage to get the core plugin installed, but when I went and tried to change themes or install plugins. (Even though I was logged in, I was unable to download any themes or plugins without the site wanting to charge me again. I sent in a help ticket, and the reply  “The email confirmation with your purchase should have a link that takes you to the download screen on our site.  Otherwise, you can log into your account and use the link under the ALL ACCESS passes section of your account to be able to access the downloads.”  Great right? Where is the link for the “All Passes” section? I went over my received emails over and over thinking I might have missed something. Nope. Not there. So I sent another help ticket. stating, since I purchased a Silver subscription, I have to use the forum for help. since my subscription doesn’t allow me to use private tickets. “We’ll respond to the prior ticket to get you up and running.” Does it sound like I’m “Up and Running?”

I sure hope this isn’t how this is going to go? Not Impressed at all.

3 Answers

New Answer
SS SP Community Support
SP Community Support
Admin
Member since Feb 2019
291 posts
Mar 18, 2019 · 6:11 pm

Hello Brian:

In reviewing your account, it looks like you purchased the SILVER bundle which only comes with community support – it does not come with support from the Simple:Press staff (other than billing issues of course).  But it looks like you attempted to open a couple of private support tickets that is reserved for our PLATINUM users.  

In reviewing those tickets it looks like they you opened two of them that asked the same question.  One was closed because of the duplicate but then you re-opened it anyway.  So we closed the other one and responded to the one it seems you want opened. 

Normally those tickets would have been closed automatically since you do not have a Platinum license.  However, we are leaving one of them open as a courtesy but if you keep sending in duplicates and then opening up the same issues here on the forum, it makes it a lot harder to address your issues. Duplicate requests SLOW DOWN the support response times, it does not speed it up!

Finally, we responded to your tickets (and are responding to this message) within a couple of hours of your request.  Most WordPress vendors take 24 – 48 hours to respond to help requests and others take far far longer.  So to complain that we are offering “terrible service” is, frankly, astonishing.

If your expectation of service under the Silver plan is for responses within seconds or minutes then I’m afraid we’re not the vendor for you and would be happy to offer a refund at this time.  Even under the Platinum plan we could not meet that expectation.  

If you prefer us to continue to try to address your issue then please let us know where you prefer keep the discussion – in this forum or on the courtesy platinum ticket that is already open.  But please choose only one location so that we can keep everything centralized on this issue.

Thanks very much!

BG Brian Gaylord
Brian Gaylord
Member
Member since Mar 2019
2 posts
Mar 19, 2019 · 8:49 am

all I did was click on the reply button to your response. If the ticket is closed, why is there a reply? I was getting help by someone, but I changed my mind. There are too many other forum programs that are a heck of a lot easier to use and more responsive. I do in fact want my refund and will be posting whatever I can to my PayPal as a bad review,

SP Simple Press
Simple Press
Admin
Member since Jul 2018
395 posts
Mar 19, 2019 · 1:27 pm

Hello:

Your refund has been issued as requested.