I feel a little disappointed in Amelia. She spent more than 10 days trying to implement the plugin without still being successful in the mission.
One of the things that have frustrated me is the client management, which is done separately from WordPress, but perhaps the worst thing that I have found is the delays in the responses of the support team. For example, this morning I made a couple of inquiries, and 11 hours have passed without receiving a response. How can I test the product in 15 days with such a delay in ticket responses?
Anticipating these delays, and as my trial period is about to expire, I would like you to please tell me how I should proceed to request a refund of my money?
Unfortunately, I have been trying to put Amelia to work for more than 10 days and it has not been possible. I am not claiming that the impossibilities that I have had with the configuration are due to Amelia, but there is a problem with the emails that I still cannot solve, and frankly, I am unhappy with the response times that you give to the support tickets, it which has caused testing settings to take a long time.
The point is that tomorrow is the last business day of the week, and due to the trends we have in the response to my support tickets, it makes me see that unfortunately, I will not have enough time to make the product work properly, for what I need to know how I should process the refund of my money.
If I succeed between today and tomorrow, to verify that Amelia works for me satisfactorily, I will not activate the request for the refund, but if things continue the course you have been taking, it is very possible that I will request a refund of my money.
Another point that makes me very unhappy in the response time of the ticks. To give an example, this ticket already has 16 hours without response. I was expecting faster support.
I've been with this ticket open for almost 36 hours and no one has given me an answer. I am talking about a day and a half to answer a ticket, which surely you will take much more than 36 hours to answer me.
What is the threshold for the response time of the tickets? I am actually very unhappy with the response times they have been offering me.
By the way, I am not responsible for this situation to the Amelia employees who do their best to attend to the support requests of their users, in my opinion, this is a matter of company Management, which should think about hiring more staff for support. Surely you have been growing as a company, possibly without increasing the number of employees who provide this service.
Again, I apologize to you for the delay in our responses. I already told you in the other ticket, that after New Year's holiday season was over, the amount of tickets that started coming in was (and still is) enormous. It is definitely not your responsibility, but unfortunately due to this it is a problem, and I do apologize once again, but we are in the process of onboarding more support agents. They won't be able to pick up the speed in a month at least, and given that we need to onboard them, that takes away an hour or two a day from tickets.
Don't worry about the money-back guarantee. In cases like this, when we can't provide timely responses, we can extend the refund policy and you can rest assured that, if we don't get the plugin to work correctly, you will be fully refunded even if the 15-day money-back guarantee is passed.
The response time (at this moment, with limited staff) is around 24 hours, but as you can see, it can get a bit longer than that. Like I said, we're in the process of onboarding new members, and in a couple of weeks (my estimate is within a month), we'll have a bigger crew which will resolve these issues faster.
Since I don't see any specific issues with the plugin described in this ticket, I'll take a look at the other one you have open, and respond there.
I feel a little disappointed in Amelia. She spent more than 10 days trying to implement the plugin without still being successful in the mission.
One of the things that have frustrated me is the client management, which is done separately from WordPress, but perhaps the worst thing that I have found is the delays in the responses of the support team. For example, this morning I made a couple of inquiries, and 11 hours have passed without receiving a response. How can I test the product in 15 days with such a delay in ticket responses?
Anticipating these delays, and as my trial period is about to expire, I would like you to please tell me how I should proceed to request a refund of my money?
Sincerely,
Melvin Brea
Sorry, one of the open tickets just turned 12 hours with no response.
What is the time threshold you have to answer a ticket?
Until now, my tickets accumulate 15 and 16 hours with no response. Doesn't that seem like a long time?
I guess in the best of cases, my tickets will be answered tomorrow, accumulating more than 24 hours.
In my opinion, these response times are unacceptable.
Unfortunately, I have been trying to put Amelia to work for more than 10 days and it has not been possible. I am not claiming that the impossibilities that I have had with the configuration are due to Amelia, but there is a problem with the emails that I still cannot solve, and frankly, I am unhappy with the response times that you give to the support tickets, it which has caused testing settings to take a long time.
The point is that tomorrow is the last business day of the week, and due to the trends we have in the response to my support tickets, it makes me see that unfortunately, I will not have enough time to make the product work properly, for what I need to know how I should process the refund of my money.
If I succeed between today and tomorrow, to verify that Amelia works for me satisfactorily, I will not activate the request for the refund, but if things continue the course you have been taking, it is very possible that I will request a refund of my money.
Another point that makes me very unhappy in the response time of the ticks. To give an example, this ticket already has 16 hours without response. I was expecting faster support.
Sincerely,
Melvin
I've been with this ticket open for almost 36 hours and no one has given me an answer. I am talking about a day and a half to answer a ticket, which surely you will take much more than 36 hours to answer me.
What is the threshold for the response time of the tickets? I am actually very unhappy with the response times they have been offering me.
By the way, I am not responsible for this situation to the Amelia employees who do their best to attend to the support requests of their users, in my opinion, this is a matter of company Management, which should think about hiring more staff for support. Surely you have been growing as a company, possibly without increasing the number of employees who provide this service.
Sincerely,
Melvin Brea
Hello Melvin
Again, I apologize to you for the delay in our responses. I already told you in the other ticket, that after New Year's holiday season was over, the amount of tickets that started coming in was (and still is) enormous. It is definitely not your responsibility, but unfortunately due to this it is a problem, and I do apologize once again, but we are in the process of onboarding more support agents. They won't be able to pick up the speed in a month at least, and given that we need to onboard them, that takes away an hour or two a day from tickets.
Don't worry about the money-back guarantee. In cases like this, when we can't provide timely responses, we can extend the refund policy and you can rest assured that, if we don't get the plugin to work correctly, you will be fully refunded even if the 15-day money-back guarantee is passed.
The response time (at this moment, with limited staff) is around 24 hours, but as you can see, it can get a bit longer than that. Like I said, we're in the process of onboarding new members, and in a couple of weeks (my estimate is within a month), we'll have a bigger crew which will resolve these issues faster.
Since I don't see any specific issues with the plugin described in this ticket, I'll take a look at the other one you have open, and respond there.
Once again - sorry for the delay.
Kind Regards,
Aleksandar Vuković
[email protected]
Rate my support
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables
Please, close this ticket.
Best regards,
Melvin Brea
Will do, Melvin.
I gotta post a response in order to close it, though.
Kind Regards,
Aleksandar Vuković
[email protected]
Rate my support
wpDataTables: FAQ | Facebook | Twitter | Instagram | Front-end and back-end demo | Docs
Amelia: FAQ | Facebook | Twitter | Instagram | Amelia demo sites | Docs | Discord Community
You can try wpDataTables add-ons before purchasing on these sandbox sites:
Powerful Filters | Gravity Forms Integration for wpDataTables | Formidable Forms Integration for wpDataTables | Master-Detail Tables