- a customer bought a bundle with only one product but I specified the rule minimum 3 products. How is that possible? How to fix it?
- another customer added a bundle product to cart, then removed it. The price of bundle is still displayed for an empty cart!
- already opened 2 tickets support, no answer, no help and for now nothing new.!!
Si I bought this app to increase conversion and make customer experience greater, and I just feel I am loosing my customers and no-one from team is able to help?
Much as we would like to help you, there's something I need to clarify first:
We received two of your tickets, except for this new one, one requesting the premium download link and the other is the one we're still proceeding.
The former has been closed automatically by the system because of no further response in 7 days and you have already got your file.
The latter is the ticket you're describing your issues. However, as I was observing the progress, our dev asked you for your info 5 DAYS AGO with no reply from you. Then today, you just answer with a few sentences and a screenshot. Now you're telling us that you receive no response, no one takes care of your case? This is an unfair comment, sir. We have been waiting for your reply in order to fix your issue.
In addition, one thing that I always remind our users is please stay in touch. Why? After 7 days, if users don't reply to their ticket, our system will automatically close that ticket. Your ticket wasn't responded for nearly 6 days, so it's going down the pending list and takes just one more day to be closed by our system. It's not that we don't care for your case, sir, we do care and is trying our best.
I have repeatedly reported your case to our dev twice in the last 5 days, but there's no response from you with no specific info for us to find the cause, we can't solve your problem without details about your site. So now your ticket is going down the list and hence, it will take some time for us to proceed. It's because we solve things case by case based on submission time. I'm afraid you will have to wait a little bit.
Still, I assure that our dev is trying his best to give the fastest support possible but we also need cooperation from users/customers, too. So please stay tuned with the other ticket. We would appreciate your understanding and patience.
Hey Janilyn, thanks for the reply. I also need to clarify things.
My first ticket was for the download link I didn't get, you replied really fast and I sent an email to thank you.
Then I open a second ticket for a problem of minimum quantity, got a reply from you and a dev, then I send email to [email protected] (see attached file) and get no reply for now .
Yesterday I added some information to the same ticket for another problem, maybe should have open a new one I didn't know. In the same time I offered you to give admin role to my website and today so 24h later I create a new ticket because I saw that I didn't get any reply or email. I think you can understand my situation, maybe you didn't get the email but you cannot say that my comment is unfair as I didn't get reply on my mail from december 6th.
And now you tell me that I still have to wait ? I think my only mistake was to reply to the mail and not on the support.
Thanks for your explanations. After discussing with other staffs about your case, we have checked the contact email and find that your email has been filtered as Uncategorized so our colleague didn't read it or report about it. On our contact page on wpclever.net, we have clearly stated that the only channel for customer support is via Support Forum, so yes, you did make a mistake when replying to the email.
Next time, please click on the Sign in link at the end of the email response to log in to Ticksy and answer us from there. The staff who has been taking charge of email channel is from another department and she only concerns about things related to coperation and partnership with our team, therefore other kinds of emails will be filtered as irrelevant.
I only work on this Ticksy channel so I can't get the response if users give me answers from other places. That's why I always have to remind customers that please stay tuned or give me feedback if their issue has been solved or not. I do a periodic check on all tickets even when they are already assigned to the developers, thus users don't have to worry about the waiting time or the progress.
In the meantime, don't worry, after replying to your previous ticket, I have (again) reported your case to your assigned dev - Frankie Uri and he responded that you might not have to wait much long to get his support. Just stay in touch with the previous ticket.
We as parts of the system have to work under the rules and policies. We would highly appreciate if you could just give him just some time to work on this.
As you will follow on your previous ticket, this one will be closed within 24 hours as all necessary discussions have been properly made.
Thank you for your support of our plugin. I wish you all the best.
Thanks for explanations, I'll not reply to mail anymore.
I'll reply on the previous ticket if this one is still open and I'll offer the technician an admin role again. I guess it is the easiest way to fix those issues..
Hey there, I have many troubles with the app.
- a customer bought a bundle with only one product but I specified the rule minimum 3 products. How is that possible? How to fix it?
- another customer added a bundle product to cart, then removed it. The price of bundle is still displayed for an empty cart!
- already opened 2 tickets support, no answer, no help and for now nothing new.!!
Si I bought this app to increase conversion and make customer experience greater, and I just feel I am loosing my customers and no-one from team is able to help?
Hi Alex,
Much as we would like to help you, there's something I need to clarify first:
We received two of your tickets, except for this new one, one requesting the premium download link and the other is the one we're still proceeding.
The former has been closed automatically by the system because of no further response in 7 days and you have already got your file.
The latter is the ticket you're describing your issues. However, as I was observing the progress, our dev asked you for your info 5 DAYS AGO with no reply from you. Then today, you just answer with a few sentences and a screenshot. Now you're telling us that you receive no response, no one takes care of your case? This is an unfair comment, sir. We have been waiting for your reply in order to fix your issue.
In addition, one thing that I always remind our users is please stay in touch. Why? After 7 days, if users don't reply to their ticket, our system will automatically close that ticket. Your ticket wasn't responded for nearly 6 days, so it's going down the pending list and takes just one more day to be closed by our system. It's not that we don't care for your case, sir, we do care and is trying our best.
I have repeatedly reported your case to our dev twice in the last 5 days, but there's no response from you with no specific info for us to find the cause, we can't solve your problem without details about your site. So now your ticket is going down the list and hence, it will take some time for us to proceed. It's because we solve things case by case based on submission time. I'm afraid you will have to wait a little bit.
Still, I assure that our dev is trying his best to give the fastest support possible but we also need cooperation from users/customers, too. So please stay tuned with the other ticket. We would appreciate your understanding and patience.
Best regards.
Janilyn T. - WPClever Support Agent
Hey Janilyn, thanks for the reply. I also need to clarify things.
My first ticket was for the download link I didn't get, you replied really fast and I sent an email to thank you.
Then I open a second ticket for a problem of minimum quantity, got a reply from you and a dev, then I send email to [email protected] (see attached file) and get no reply for now .
Yesterday I added some information to the same ticket for another problem, maybe should have open a new one I didn't know. In the same time I offered you to give admin role to my website and today so 24h later I create a new ticket because I saw that I didn't get any reply or email. I think you can understand my situation, maybe you didn't get the email but you cannot say that my comment is unfair as I didn't get reply on my mail from december 6th.
And now you tell me that I still have to wait ? I think my only mistake was to reply to the mail and not on the support.
Thank you for your consideration
Dear Alex,
Thanks for your explanations. After discussing with other staffs about your case, we have checked the contact email and find that your email has been filtered as Uncategorized so our colleague didn't read it or report about it. On our contact page on wpclever.net, we have clearly stated that the only channel for customer support is via Support Forum, so yes, you did make a mistake when replying to the email.
Next time, please click on the Sign in link at the end of the email response to log in to Ticksy and answer us from there. The staff who has been taking charge of email channel is from another department and she only concerns about things related to coperation and partnership with our team, therefore other kinds of emails will be filtered as irrelevant.
I only work on this Ticksy channel so I can't get the response if users give me answers from other places. That's why I always have to remind customers that please stay tuned or give me feedback if their issue has been solved or not. I do a periodic check on all tickets even when they are already assigned to the developers, thus users don't have to worry about the waiting time or the progress.
In the meantime, don't worry, after replying to your previous ticket, I have (again
) reported your case to your assigned dev - Frankie Uri and he responded that you might not have to wait much long to get his support. Just stay in touch with the previous ticket.
We as parts of the system have to work under the rules and policies. We would highly appreciate if you could just give him just some time to work on this.
As you will follow on your previous ticket, this one will be closed within 24 hours as all necessary discussions have been properly made.
Thank you for your support of our plugin. I wish you all the best.
Best regards.
Janilyn T. - WPClever Support Agent
Thanks for explanations, I'll not reply to mail anymore.
I'll reply on the previous ticket if this one is still open and I'll offer the technician an admin role again. I guess it is the easiest way to fix those issues..
Have a good day! Thank you again
Okie, I'll close this ticket from now.
Best wishes.
Janilyn T. - WPClever Support Agent