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This topic contains 7 replies, has 3 voices.

Last updated by Amit 2 years, 2 months ago.

Assigned support staff: Amit.

Author Posts
March 28, 2019 at 4:11 pm #3483633

julianZ-4

Hello

I have several open support tickets for WPML - some of them for months now. My license expires on the 23rd of April. Will I get support for open tickets after April 23rd?

I don't really want to pay anymore for support that is not really helping with bugs.

March 28, 2019 at 7:42 pm #3485229

julianZ-4

I really feel ridiculed by the WPML support staff.

1. Ticket open for more than 4 months, with HUGE negative SEO impact: https://wpml.org/forums/topic/custom-taxonomy-duplicate-content-problem-with-hreflang-canonical/ Bug confirmed, but no solution.
2. Bug in WPML, even on a virgin installation. 2nd tier just deletes the redirect and says there is no bug. It's so easy to replicate: https://wpml.org/forums/topic/when-i-create-a-new-post-yoast-seo-is-creating-a-redirect-from-my-hompeage (not to mention that I had to wait for more than two weeks and ask again and again for a feedback by support)

I absolutely understand that you can't fix bugs in 1-2 days, or that you can misunderstand questions (probably here, probably she just not read my question very well: https://wpml.org/forums/topic/one-language-per-domain-not-working-loses-settings-after-5mins/) but it's really not acceptable what's going on here.

Some months ago, one supporter even crashed my live site and did not even inform me. I had to find out myself because the site was no longer working.

What is this here? Where are the managers? Why is the WPML support so bad? Can a manager please make a statement?

March 29, 2019 at 11:03 am #3490503

Bruno Kos
Supporter

Languages: English (English ) German (Deutsch )

Timezone: Europe/Zagreb (GMT+01:00)

Hi,

Thank you for contacting WPML support!

Please see our support policy:
https://wpml.org/purchase/support-policy/
-- Fix Bugs in WPML heading

I've also checked few other tickets of yours and some of these seem to be escalated to WPML developers team, while some are still in progress.

Regards,
Bruno Kos

March 29, 2019 at 11:05 am #3490575

julianZ-4

Can you please assing a manager to this thread, thanks

March 29, 2019 at 12:17 pm #3491151

Amit
Supporter

Hi, Amit here. I am the WPML support manager.

I have reviewed the issues you have reported, your initial statement of "Unresolved tickets for several months" is not accurate.

Here is a quick summary from our side:

1. https://wpml.org/forums/topic/custom-taxonomy-duplicate-content-problem-with-hreflang-canonical/ - that issue was reported by you in September was debugged and resolved in WPML 4.2 (please see here a few more details: https://wpml.org/fr/forums/topic/changement-de-domaine-manuellement-dans-lurl-ne-traduit-pas-les-categories/page/3/#post-2532337)

2. https://wpml.org/forums/topic/when-i-create-a-new-post-yoast-seo-is-creating-a-redirect-from-my-hompeage/ - that was reported by you 3 weeks ago a developer is assigned and it's in debug process

3. https://wpml.org/forums/topic/one-language-per-domain-not-working-loses-settings-after-5mins/ - that was reported by you 3 weeks ago and it's not clear to me what can be going on, as Laura says WPML does not create any redirect, the fact that it happens only after a few minutes might suggest there is a proxy/cache layer or something like that, we need to grab your site's copy and debug further - I disagree that the ticket is handled incorrectly, I understand that this issue is very annoying to have but if that was a generic problem we'd be flooded with similar reports, and we are not, we need to debug further as I said but it's most likely related to a setting on your server and might be also related to the report in point number 2.

If pints 2 & 3 are not real bugs in WPML they would be resolved before April 23rd (we'll need a duplicator and I hope the debug is successful), if they are WPML bugs they most likely will not be released before April 23rd - WPML release cycles are planned and sorted according to priority and only major issues can bypass our normal planned queue.

Hope that helps,

I am here to help if you have more doubts.

March 29, 2019 at 2:47 pm #3492407

Bruno Kos
Supporter

Languages: English (English ) German (Deutsch )

Timezone: Europe/Zagreb (GMT+01:00)

Hi,

Can you tell us if you have any other questions/concerns at this point we can provide an answer to?

Regards,
Bruno Kos

March 29, 2019 at 3:05 pm #3492475

julianZ-4

Hi Amit

That is not correct.

To my problem 1: The bug from my first question is still unresolved: https://wpml.org/forums/topic/unresolved-ticket-for-more-than-4-months/ => I again provided duplicator copy of my installation.

Furtheremore: From November 1, I did not get any response, despite asking several times, until March 22 hidden link

I've reported this problem on September 29th, it's almost half a year now. This bug cost me several thousand dollars until I noticed it and was able to make a temporary fix by myself (thin content issue with Google).

I know it's not your problem that this cost me a lot of money and it can happen that bugs exist in plugins, no bad feelings about that. But that there is no help, no feedback after you report a problem like this, that's just not good.

November 23, 2019 at 5:34 pm #5004949

Amit
Supporter

I have tracked down all issues in our internal project management system and they are all merged and resolved. closing here.