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[Resolved] I need to speak to someone who can assist with my issues. I have been waiting

This support ticket is created 4 years, 2 months ago. There's a good chance that you are reading advice that it now obsolete.

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This topic contains 8 replies, has 2 voices.

Last updated by HOP 4 years, 1 month ago.

Assisted by: Christian Cox.

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Posts
#1868447

HOP

I need to speak to someone who can assist with my issues. I have been waiting and waiting. Is it possible someone from a different timezone to Jamal can pick these issues up as an urgent matter please. Otherwise, I have to wait 1 day at a time just for one response from Jamal and before I know it his working shift is over again and I have to wait again. If someone can just go in and fix the issues on the tickets I have, that would be great.

#1869067

HOP

Hi Christian, why am I not getting any replies? Ive got several tickets open and they haven't had responses on for over 24 hours (1 around 21 hours). I am not happy with what I am paying for. I have provided everything asked of me and am being very patient but this is taking too long. Please get back to me about the issues asap.

#1869233

HOP

What on earth is going on? This is getting beyond a joke now. All I am asking for is a response to let me know what is going on????

#1869405

Hello, I'm sorry for the delays you have experienced on other tickets. I had several tickets ahead of this one in my queue today, and I am just now seeing your posts here. Our support queue is busy at the moment, and tickets are handled in turn. I will mention to my team leader that you have been waiting in some cases over 24 hours for a response and ask him to investigate why this might be happening. In the meantime, my day ends here in about 45 minutes so I likely won't be able to address any outstanding tickets you have in that amount of time. Jamal is not available on Wednesdays or Thursdays so I will ask Minesh to take a look at your other tickets when he comes online. Hopefully you'll get the help you need as soon as possible. If he is unable to look, I'll make it a priority when I come online tomorrow. You shouldn't have to continue waiting like this.

#1869543

HOP

Whilst I appreciate the queue of tickets, I cannot accept the sheer lack of replies from Jamal and the opposite from me. Simply put it seems like he's not bothered about the issues being resolved whatsoever, coupled with the knowledge that he was going to be off for 2 days it has given the impression of 'Oh well someone else can sort it!'. I literally cannot believe it. I even second-guessed that would happen hence my message to him prior to today to say 'hey I notice that you're going to be off, can you get back to me or fix the issues beforehand please?' but any response from him? No!. I should not have to be doing that.

I had thought about deploying Toolset across other sites too, but if this is how hard it is to get a bloody form to reply to the consumer that filled it out, I might as get a refund from you guys and go with the many other form providers out there, including for these sites in question. I am paying for a product and service that is not fit for purpose. In any case I expect compensation for the trouble and frustration your form setup and your lack of customer service (not you personally but your company as a whole via Jamal). So yes, please do mention it to your team leader. And not 24 hours, try over 2 days instead. Not to mention that I have been trying to get this sorted since Saturday! Instead, I get links to forum posts which themselves didn't even have a conclusion to the fault being fixed. This has literally wasted 5 days of my time.

Ok, please do take ownership of this so I am not left aimlessly waiting and having to explain the same issues countless amounts of times. I'll summarise the remaining issues below to help you to help me. Given that I've been waiting for a fix since Saturday and I am paying for support, I'd like them fixed within the day please.

Issues Remaining:

Site Name: iAutoUK.com
Issue 1: The to, from and reply-to all still say croydon@iautouk.com instead of the customer's email. and thus (see previously sent screenshot). This means when we get an enquiry and click reply it doesn't reply to the customer.

Site Name: iAutoUK.com
Issue 2: Despite selecting the 'Request a Booking form' service required options on the homepage - when it comes through to the hidden link page, it doen't show the drop down of services it should, such as mot, wheel alignment etc... instead it shows Car Servicing, then BMW Servicing, Audi Servicing, Skoda Servicing and so .... which is incorrect.

Site Name: iAutoUK.com
Issue 3: To Jamal I wrote: I tried to capitalize on the placeholders you entered into the subject field by attempting to add the 'marque' (make of the car selected) and the @service.enquiry - but it didn't come through. Perhaps I did it wrong?

Site Name: iAutoUK.com
Issue 4: I wrote to Jamal: 'Also not sure if you're working on the issues, but all the pages within the About Us Nav Menu drop down including the 'Get A Quote' page (when you click go from the homepage) now have a different font from what it should be. if you check any of the servicing pages, you will see the difference. Please can you ensure this is changed back to be uniform text throughout the site' from before you started working on the site?

Site Name: Fogizar.co.uk - (the fix to issue 1 from iAutoUK could quite possibly fix this issue too)
Issue 5: The to, from and reply-to all still say contact@fogizar.co.uk instead of the customer's email. and thus (see previously sent screenshot). This means when we get an enquiry and click reply it doesn't reply to the customer.

Feel free to look through the history on both tickets at all the screenshots to assist you in fixing the issues. Should you require anything else from me, please let me know. Logins for both sites have already been provided to Jamal.

Regards,

Talveer

#1870535

Simply put it seems like he's not bothered about the issues being resolved whatsoever, coupled with the knowledge that he was going to be off for 2 days it has given the impression of 'Oh well someone else can sort it!'. I literally cannot believe it. I even second-guessed that would happen hence my message to him prior to today to say 'hey I notice that you're going to be off, can you get back to me or fix the issues beforehand please?' but any response from him? No!. I should not have to be doing that.
I've mentioned this to my support team management, and I want to explain it may not be Jamal's fault your replies were not responded to as quickly as you would prefer. It may be a side effect of how the support queue works. Simply put, other tickets may have been in the queue ahead of your ticket. The number of your replies in each ticket is irrelevant to the queue's sort order. Asking for updates or replies does not boost the priority of your ticket, and supporters do not see any of your replies until the other tickets ahead of yours in the queue are handled, regardless of the frequency or content of your replies. Jamal and I were not choosing to ignore your replies, we were addressing other clients' issues and we did not yet see your replies asking for more information. That's an unfortunate side effect of how our queue is set up, and I have described this problem in detail to my management team. Hopefully something can be done in the future to improve this experience for you and other clients as well, because you are absolutely right, no supporter saw or responded to your comments quickly.

Given that I've been waiting for a fix since Saturday and I am paying for support, I'd like them fixed within the day please.
We cannot address every issue immediately, or within the day, or within any specific amount of time you request. I don't want to set any unrealistic expectations for you. Please review our support policy regarding this: https://toolset.com/toolset-support-policy/
We can help you trace issues and find solutions. However, we cannot always fix everything immediately.

Yesterday I asked Minesh to look at your outstanding tickets, and I see he has responded in turn to each one. I suggest we close this ticket here. I've reported the delays and your concerns to my management team, and they will analyze the support queue situation to see if improvements can be made. Feel free to report the delays you experienced here, as well: https://toolset.com/need-help-toolset/

#1870607

HOP

Hi Christian, ok no worries. I'm glad Minesh is finally on the case, although he has finished for the day now, so I guess he'lll pick the issues up and finally fix them tomorrow.

#1870617

HOP

My issue is being resolved by Minesh now. Thank you!

#1873361

HOP

Hi Christian,

Whilst most of the issues have been fixed by Minesh, it appears now that we're on Friday - my remaining issues are going to be lost between Minesh to Jamal this time and I'll have to explain everything again and chase it agaiin and again, can you please make sure this isn't the case and have my ticket looked at:

https://toolset.com/forums/topic/split-ive-got-to-go-to-sleep-but-need-someone-to-work-on-existing-tickets-issue-2/