TMS Plugins is not serious about having users evaluate their support, as long as the only option on the answers is Like, and there is no way to escalate or contact the manager of the support agent.
I have had twice very lame answers from Marko on ticket #2922216, and there is no way I could evaluate his lame answers or complain to his manager.
When I open a ticket with Microsoft, in every email answer you can escalate to the manager of the person handling the ticket.
I'm sorry to hear you were not satisfied with Marko's support on that ticket.
However, I don't see what would cause this response from you, as he only stated our ticketing policy - one topic (issue) per ticket.
I initially helped you with the "Loading Forever" issue (the title of the ticket); then Marko took over the ticket and provided support for the "Event Title" issue (which should've been a new ticket); then you moved to the 3rd question that's in regard to the way the dates are displayed.
I do apologize for the inconvenience, but we do have to draw the line somewhere, because of what Marko mentioned in the ticket:
In that way, issues and questions which are related to different subjects will be in separate tickets so other customers or our support agents can find them easily
This basically saves time for you, and for us - if there's a need to find a similar topic in the future, we can see your ticket and find the solution quickly. Continuing to respond to one ticket with multiple topics just creates confusion and we waste time reading 15, 20, 50, who-knows-how-many responses to reach the actual issue and the solution.
I hope you understand our ticketing policy, but if you have some further issues or complaints, please feel free to let me know.
Diluting my complaint through a very wordy answer?
I do not have an issue with the ticketing policy, Aleksander. I accep that.
My issue is that Marko twice did not address my question. This is a waste of my time and effort.
I raised an issue that the way the date is displayed is very confusing in our context, and he twice ignored this and replied that the date format is decided by wordpress. I explained this, but he still gave me the lengthy canned answer. TMS should do better. My experience with TMS Aleksander and others is better than this.
TMS Plugins is not serious about having users evaluate their support, as long as the only option on the answers is Like, and there is no way to escalate or contact the manager of the support agent.
I have had twice very lame answers from Marko on ticket #2922216, and there is no way I could evaluate his lame answers or complain to his manager.
When I open a ticket with Microsoft, in every email answer you can escalate to the manager of the person handling the ticket.
Hello Marc
I'm sorry to hear you were not satisfied with Marko's support on that ticket.
However, I don't see what would cause this response from you, as he only stated our ticketing policy - one topic (issue) per ticket.
I initially helped you with the "Loading Forever" issue (the title of the ticket); then Marko took over the ticket and provided support for the "Event Title" issue (which should've been a new ticket); then you moved to the 3rd question that's in regard to the way the dates are displayed.
I do apologize for the inconvenience, but we do have to draw the line somewhere, because of what Marko mentioned in the ticket:
In that way, issues and questions which are related to different subjects will be in separate tickets so other customers or our support agents can find them easily
This basically saves time for you, and for us - if there's a need to find a similar topic in the future, we can see your ticket and find the solution quickly. Continuing to respond to one ticket with multiple topics just creates confusion and we waste time reading 15, 20, 50, who-knows-how-many responses to reach the actual issue and the solution.
I hope you understand our ticketing policy, but if you have some further issues or complaints, please feel free to let me know.
Kind Regards,
Aleksandar Vuković
[email protected]
Rate my support
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Diluting my complaint through a very wordy answer?
I do not have an issue with the ticketing policy, Aleksander. I accep that.
My issue is that Marko twice did not address my question. This is a waste of my time and effort.
I raised an issue that the way the date is displayed is very confusing in our context, and he twice ignored this and replied that the date format is decided by wordpress. I explained this, but he still gave me the lengthy canned answer. TMS should do better. My experience with TMS Aleksander and others is better than this.
Dully noted, Marc, thank you for the additional explanation.
We'll make sure this doesn't happen in the future. Sorry for the inconvenience.
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