I bought the WPC Grouped Product plugin last March, so far so good, in July I start having problems until the additional fields in the checkout phase disappear. On August 1st I am writing to you, you answer me asking to access the production site or to create a copy in a subdomain and so I do. The ticket from public becomes private.
On August 4th you tell me that you have verified access to the test site and a developer will enter the test site and do some verifications and then contact me.
To date, August 25, after other reminders to respond, I have not received any feedback, do you think you are doing something correct? This morning I wrote to you, at the moment it has been 9 hours since then, and once again I have not received an answer, while I see that other support questions are quietly answered on the forum.
What does it mean?
Once and for all, can you solve the problem? If the answer - and this time I hope there is - is no, at least tell me so I can act accordingly ... And I keep waiting once again ....
Thanks for your patience so far. Sorry for any inconvenience caused to you but we're really snowed under now.
We have nothing to hide, we only change the support ticket from Public to Private when we need to ask for the license info & site admin. It's to protect the users' privacy and we always state that in the ticket when doing it. Once a ticket is assigned to one staff in our team, other devs cannot see it or get any access.
Since we're having roughly 100 tickets everyday, it would take up to 24-48 hours for us to check the tickets and give replies. We have enabled the auto-responders to inform users when they submit a new ticket to us. Our team is having a serious shortage of staff so the working speed is really slow this time, we're sorry but we have no other ways to improve this while most of our developers now are not able to make it to work due to the COVID-19.
I'm a customer support, so I can only help users to check the initial request & issues and request information to book a customization slot in the pending line. Your ticket was assigned to Frankie, and he's the one who is charge for most tickets on our forum now. The workloads for him are very heavy.
Recently, for any customization that might require much time and effort, we need to remind users in advance that it will take very much, in some cases, up to 3-4 weeks to be able to hear from our developers.
In fact, tickets on our system are sorted by the descending thread submission's time, so the more recent replies sent to us, the lower its position will be in the pending line. Your ticket was sorted into the Today's tabs (26 Aug) due to the submission time of the latest reply.
Hence, all I can do is to check the progress of the tickets when asked by users and urge the assigned dev to speed up. For urgent cases, I always put a label to remind our dev to pay attention. I have put a label for your case and tried to push it up the line again.
We' would like to truly apologize for any inconvenience caused due to the slow working speed, however, all of us here are stretching ourselves in order to keep the system up and running.
All we can ask from our users is their patience and understanding. Please spare us some more time if possible. Hopefully, our developer will be able to reach back to your ticket very soon.
I have indicated the passage of the ticket from public to private only as a history, I know that the reason is the need for privacy as it should be and that I fully agree. I certainly did not intend to accuse you of keeping some tickets secret from others for other questionable reasons. In any case, thank you very much for your answer, so far as you have seen I have written but having received no answers I found myself in complete darkness.
I understand the COVID-19 problem you explained to me and the efforts you are making. As I also know that if it had been up to you you would have looked for a solution to the plugin problem yourself. Yes, please check the progress of the ticket with Frankie and let me know if possible a forecast of when he will be able to work on it.
If I can be of any help with patience and understanding of your efforts during this absurd time, I will do so with sincere empathy. Thank you for your answer and know that I appreciate it very much. Stay safe and thanks again.
I had a chance to connect directly with Frankie today and I have sent him your ticket ID along with a small description of your case. He said he will try to make it soon to reach back to you.
Please help me understand why?
I bought the WPC Grouped Product plugin last March, so far so good, in July I start having problems until the additional fields in the checkout phase disappear.
On August 1st I am writing to you, you answer me asking to access the production site or to create a copy in a subdomain and so I do. The ticket from public becomes private.
On August 4th you tell me that you have verified access to the test site and a developer will enter the test site and do some verifications and then contact me.
To date, August 25, after other reminders to respond, I have not received any feedback, do you think you are doing something correct?
This morning I wrote to you, at the moment it has been 9 hours since then, and once again I have not received an answer, while I see that other support questions are quietly answered on the forum.
What does it mean?
Once and for all, can you solve the problem? If the answer - and this time I hope there is - is no, at least tell me so I can act accordingly ...
And I keep waiting once again ....
Guido
Hi Guido,
Thanks for your patience so far. Sorry for any inconvenience caused to you but we're really snowed under now.
We have nothing to hide, we only change the support ticket from Public to Private when we need to ask for the license info & site admin. It's to protect the users' privacy and we always state that in the ticket when doing it. Once a ticket is assigned to one staff in our team, other devs cannot see it or get any access.
Since we're having roughly 100 tickets everyday, it would take up to 24-48 hours for us to check the tickets and give replies. We have enabled the auto-responders to inform users when they submit a new ticket to us. Our team is having a serious shortage of staff so the working speed is really slow this time, we're sorry but we have no other ways to improve this while most of our developers now are not able to make it to work due to the COVID-19.
I'm a customer support, so I can only help users to check the initial request & issues and request information to book a customization slot in the pending line. Your ticket was assigned to Frankie, and he's the one who is charge for most tickets on our forum now. The workloads for him are very heavy.
Recently, for any customization that might require much time and effort, we need to remind users in advance that it will take very much, in some cases, up to 3-4 weeks to be able to hear from our developers.
In fact, tickets on our system are sorted by the descending thread submission's time, so the more recent replies sent to us, the lower its position will be in the pending line. Your ticket was sorted into the Today's tabs (26 Aug) due to the submission time of the latest reply.
Hence, all I can do is to check the progress of the tickets when asked by users and urge the assigned dev to speed up. For urgent cases, I always put a label to remind our dev to pay attention. I have put a label for your case and tried to push it up the line again.
We' would like to truly apologize for any inconvenience caused due to the slow working speed, however, all of us here are stretching ourselves in order to keep the system up and running.
All we can ask from our users is their patience and understanding. Please spare us some more time if possible. Hopefully, our developer will be able to reach back to your ticket very soon.
All the best and regards.
Janilyn T. - WPClever Support Agent
Hi Janylin,
I have indicated the passage of the ticket from public to private only as a history, I know that the reason is the need for privacy as it should be and that I fully agree. I certainly did not intend to accuse you of keeping some tickets secret from others for other questionable reasons.
In any case, thank you very much for your answer, so far as you have seen I have written but having received no answers I found myself in complete darkness.
I understand the COVID-19 problem you explained to me and the efforts you are making. As I also know that if it had been up to you you would have looked for a solution to the plugin problem yourself.
Yes, please check the progress of the ticket with Frankie and let me know if possible a forecast of when he will be able to work on it.
If I can be of any help with patience and understanding of your efforts during this absurd time, I will do so with sincere empathy. Thank you for your answer and know that I appreciate it very much.
Stay safe and thanks again.
All the best and regards.
Guido
Thanks for kindness and understanding.
I had a chance to connect directly with Frankie today and I have sent him your ticket ID along with a small description of your case. He said he will try to make it soon to reach back to you.
Best regards.
Janilyn T. - WPClever Support Agent
I'm happy!
Thanks a lot.
Best regards