Hi Bianca. Support rep here – I think the thread you’re referring to is this one: https://wordpress.org/support/topic/not-playing-nice-with-genesis-simple-share/
I’m actually a Product Manager for Genesis, not a trained customer support person. I’m also a developer. I helped build Genesis Custom Blocks. I don’t get measured in any way for closing tickets or not.
Although I don’t have any formal training in support, I am in a position to answer your questions directly, without hedging my response. That said, if you have any specific feedback on how I can be a better communicator, I’d absolutely take that on board.
I hope you’ll reconsider your review.
Thread Starter
Bianca
(@bianca205)
Hello Luke,
Thank you for getting back to me. The abrupt closing of the ticket, cutting of communication and without a solution offered (except the “find another solution” in a previous reply of your colleague?) had hit me the wrong way. It sends out the signal that you don’t care about your users. Try to empathize if it’s you that’s at the receiving end of the ticket. Left to your own devices.
StudioPress is on the higher end of WordPress products. I never ask for anything, but I do expect to be treated as a human being and not be dismissed like that. The explanation and insight in your follow up reply was much better.
I will adjust my rating as the plugin itself is actually really great and I do support the development of it.
(I will also update the ticket with a suggestion).
Thank you Bianca. I can definitely see how my original reply was curt, to say the least.
