People, we are paying a subscription, so we are expecting to really get the support you promised! Don't encourage your employees to skip the difficult tickets and just respond to the easiest ones, just to show you how many tickets they closed today. This is bad practice and it is obvious to your customers that you put emphasis on quantity not on quality.
We are very disappointed with your support services!
You're absolutely right. The customer service is appaling. I'm aware they don't work weekends but, nonetheless, their service is incredibly slow during weekdays. This is disappointing because Amelia is very impressive and promising but some technical issues and customer service is letting it down. I'm very close to ending my subscription if I don't hear from customer service in the next few days.
And for the feedback on our IT Support service. We are working on improving it since Amelia recently got too many new users and we simply didn't have enough Support agents. But we are in process of onboarding new members, so hopefully, the situation will be better soon.
Also, your assumption regarding our workflow is totally incorrect: we are responding to the tickets in the order they were submitted, and not according to the topic or any other factor.
I responded to the other ticket. I believe we will fix the issue as soon as possible.
I believe, my colleague will respond to you during the day.
However, I took a look at your ticket and I'd like to mention that you have to test the Customer panel being logged out from your WP Admin or any other user.
You have to create a test appointment with a test email that was never used for any other Amelia user before. So, in other words, you have to recreate a situation of a new Customer booking an appointment.
It will be even better if you use incognito mode or another browser.
The Customer Panel URL is a token, so it opens a page accordingly. That's why if Amelia recognized you as an existing user, it won't be able to open the "Set your password" page.
Thank you for your reply. I have tried several test users following your instructions. However...
1. The "Customer" is not receiving email notification, at all! It is showing on the Amelia dashboard and the back-end of WP, as Admin, that a new uesr is registered as "Amelia Customer". However, the customer is not receiving an email notification after purchasing a package.
Amelia pro cannot function on the "off-chance". If I am to keep Amelia pro, basic functions such as receiving email notifications must work. This is seriously concerning and needs fixing.
1. Emails sent with PHP mail service have a bad habit to end up in the Spam folder. So please make sure that you checked it.
2. I have to mention that you should add the %customer_panel_url% placeholder to Appointment Approved notification template, and not to the Custom Panel Access one (this one is for the password change). So if you are following the scenario I explained with making a test booking under a new test Customer and open the Customer Panel URL in incognito mode, you will see the "Set Password" page.
Unfortunately, since it's not "your" ticket, it won't be possible for you to provide me with a WP Admin login here (private responses are not available for "guests"), that's why I can't check your Notifications settings. But you can open a new ticket and mark that it's addressed to me and post credentials there.
People, we are paying a subscription, so we are expecting to really get the support you promised! Don't encourage your employees to skip the difficult tickets and just respond to the easiest ones, just to show you how many tickets they closed today. This is bad practice and it is obvious to your customers that you put emphasis on quantity not on quality.
We are very disappointed with your support services!
You're absolutely right. The customer service is appaling. I'm aware they don't work weekends but, nonetheless, their service is incredibly slow during weekdays. This is disappointing because Amelia is very impressive and promising but some technical issues and customer service is letting it down. I'm very close to ending my subscription if I don't hear from customer service in the next few days.
Hi, Paul,
Thank you for choosing Amelia.
And for the feedback on our IT Support service. We are working on improving it since Amelia recently got too many new users and we simply didn't have enough Support agents. But we are in process of onboarding new members, so hopefully, the situation will be better soon.
Also, your assumption regarding our workflow is totally incorrect: we are responding to the tickets in the order they were submitted, and not according to the topic or any other factor.
I responded to the other ticket. I believe we will fix the issue as soon as possible.
Best Regards.
Hi, Thierry,
Thank you for choosing Amelia.
I believe, my colleague will respond to you during the day.
However, I took a look at your ticket and I'd like to mention that you have to test the Customer panel being logged out from your WP Admin or any other user.
You have to create a test appointment with a test email that was never used for any other Amelia user before. So, in other words, you have to recreate a situation of a new Customer booking an appointment.
It will be even better if you use incognito mode or another browser.
The Customer Panel URL is a token, so it opens a page accordingly. That's why if Amelia recognized you as an existing user, it won't be able to open the "Set your password" page.
Hope that will help.
Best Regards.
Hi Liza,
Thank you for your reply. I have tried several test users following your instructions. However...
1. The "Customer" is not receiving email notification, at all! It is showing on the Amelia dashboard and the back-end of WP, as Admin, that a new uesr is registered as "Amelia Customer". However, the customer is not receiving an email notification after purchasing a package.
Amelia pro cannot function on the "off-chance". If I am to keep Amelia pro, basic functions such as receiving email notifications must work. This is seriously concerning and needs fixing.
Can you help?
Thierry,
So, basically, the issue is not related to the Customer Panel access but rather to the email notifications?
If so, then what is the mail service that you use? Can you send a test notification from the Notifications page?
Both.
Problem 1. The customer is not receiving package notification, at all, when a package is purchased.
Problem 2. Customer Panel not showing "create a password"
Currently, the mail server is PHP mail. The test notification is working.
Thierry,
1. Emails sent with PHP mail service have a bad habit to end up in the Spam folder. So please make sure that you checked it.
2. I have to mention that you should add the %customer_panel_url% placeholder to Appointment Approved notification template, and not to the Custom Panel Access one (this one is for the password change). So if you are following the scenario I explained with making a test booking under a new test Customer and open the Customer Panel URL in incognito mode, you will see the "Set Password" page.
Unfortunately, since it's not "your" ticket, it won't be possible for you to provide me with a WP Admin login here (private responses are not available for "guests"), that's why I can't check your Notifications settings. But you can open a new ticket and mark that it's addressed to me and post credentials there.
Best Regards.