Problem with software and support is really bad – changed to very good

  • phdhont

    (@phdhont)


    3 months, 2 weeks ago

    I’ve purchased UsersWP along with all available add-ons, as well as GeoDirectory and its full suite. Technically, these are solid products with great potential.
    However, I’m currently facing a serious issue with content control in UsersWP that probably appears to be a bug, and the way support is handling it has been extremely disappointing.

    I’ve reported the issue, isolated it by disabling all other plugins, and confirmed that the problem persists with only UsersWP active. The support team has acknowledged the problem, yet more than a week has passed with almost no communication. At best, I receive a one-line reply per day — sometimes not even that — and no visible progress is being made.

    Mr. @paoltaia, you’ve stated publicly that UsersWP/GeoDirectory offers “the best support.” With all due respect, I must disagree. The best support I’ve experienced so far has come from WP Astra: clear explanations, screenshots, videos, and a genuine effort to understand the customer’s perspective. They communicate with empathy and clarity, not from a position of superiority. Some members of the GeoDirectory team share that same helpful attitude, but unfortunately, others give the impression that the customer is “stupid” and the plugin is infallible.

    That’s a shame, because I truly believe UsersWP and GeoDirectory are good products. But good software deserves great support — and right now, the lack of transparency, urgency, and customer care is undermining the experience.

    I hope this feedback is taken seriously. I want to see these tools succeed in my project, but that requires a support culture that listens, communicates, and acts.

    Kind regards, Philippe

    • This topic was modified 3 months, 2 weeks ago by phdhont.
    • This topic was modified 2 months, 3 weeks ago by phdhont.
Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Contributor Paolo

    (@paoltaia)

    3 months, 2 weeks ago

    Hi Philippe,

    Thank you for taking the time to share your detailed feedback. I’m very sorry to hear about your disappointing experience with our support team. As you can see from other reviews, that is definitely not the standard we strive to maintain.

    After reviewing your case, we were finally able to replicate the issue on our test site. Our developer has already started working on a fix. I understand your frustration with the lack of communication, and I completely agree that we should have handled this with more clarity and urgency. We’re currently investigating why the support response fell below our usual standards to ensure it doesn’t happen again.

    We truly appreciate your patience and your continued belief in our products. Your input helps us improve both our software and our service.

    Best regards,
    Paolo Tajani
    Co-Founder, AyeCode Ltd.

    Plugin Author Stiofan

    (@stiofansisland)

    3 months, 2 weeks ago

    Hi Philippe,

    The developers have found and fixed the issue now and have pushed the fix live.

    I am the other co-founder and developer, I was off yesterday due to a family event and this was not assigned to the correct person. I can only apologise. I hope our quick fix and release (on a weekend) helps restore a little faith in us! We are not perfect but we will always try our best.

    Kind Regards,

    Stiofan

    Thread Starter phdhont

    (@phdhont)

    3 months, 2 weeks ago

    Hi Stiofan and Paolo,

    Thank you both for taking my feedback seriously and for the follow-up on this issue. I really appreciate the quick action to identify and fix the problem — especially over the weekend.

    Stiofan, I remember being in touch with you before, and that was indeed a very positive experience, so thank you once again for stepping in and handling this personally. It makes a real difference when communication feels genuine and solutions move forward.

    I’m hopeful things will continue to improve, and I’d be glad to change my 1-star review to 5 stars soon.

    Kind regards,
    Philippe

    Thread Starter phdhont

    (@phdhont)

    2 months, 3 weeks ago

    A few weeks later, I can truly say that the GeoDirectory and UsersWP support teams helped me with all the problems I had.

    My project is really taking shape (I hope to launch it in a month or two), and that’s thanks to the personal help from the support team (and Paolo and Stiofan).

    I’m happy I could change my rating, and even happier for all the help I’ve received and continue to receive.

    Philippe

Viewing 4 replies - 1 through 4 (of 4 total)

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