Dear WPMUDEV Team,
I've been a WPMUDEV member for almost a year now. Throughout this time I've been experiencing numerous technical issues with various plugins (Snapshot, Hummingbird, SmartCrawl) across most of my (20) websites.
Whenever I want to submit a support request, the support contact form limits me to requesting support for only one plugin and only one website. This is very discouraging when I need to get help for 3-5 issues (plugins) on 20 different websites. And at this step I always wonder if WPMUDEV subscription is worth all the continuous frustration it's causing me, when even the support system is inadequate to receive the kind of support I need.
If you check my support tickets, you will see that getting actual resolution to a problem is a never ending story. Every time I start corresponding with the support team, it goes on for days, and it just gets more complicated, and in the end I am forced to give up since there are other things in my life I need to be doing. So I leave it and then after a while when I have more time and come back to it, I need to go through the support tickets again, getting back to the same issues, trying to get the support and the solution, and it's very mind draining and time consuming since I have to keep track of which plugins and which websites I am currently working on. I can only set aside so much time to deal with so many plugin issues on different websites.
Considering that the very reason I decided to pay the subscription for WPMUDEV was to increase productivity and save time, the fact that I have been losing so much time on just trying to make it work (as advertised) since April 23rd, 2018 is nothing short of ridiculous.
I therefore urge you to seriously consider my suggestions:
It would be nice – when creating a Support Request, to be able to select the plugin, and then add all websites that are affected with this issue, not just one website.
Another helpful feature would be having the option to select one website and then add all the plugins that are not working on that website.
These two features would go a long way in helping me (your faithful user) make some sense of the mess which I am trying to sort out, and have a better overview of issues that are actually getting resolved.
It would also provide you with the priceless insight into the number of issues a certain user is having in their hub, and the opportunity to assign their support request a senior Support operative, or give it some priority at least.
This leads me to my final suggestion – I'd like to point out that I am hanging on to the idea that WPMUDEV works for most users and that my case (being an overwhelming amount of issues) is a lonely and isolated one. I keep telling myself that the issues I am experiencing can be fixed with some proper support and that soon I will be enjoying the many benefits and blessings of WPMUDEV, like other, normal, regular users. Which is the only reason that after 10 months I am still paying for the subscription fee.
If my case is unique, then after all this time I would expect to get some urgent priority support, like maybe one person with advanced skills who would be responsible not just for giving me support, but actually finding the solution to the problems I am having.
Last three months I've been paying half the subscription fee as a sort of compensation for my troubles. I understand how internet works and I know there will always be some issues with plugin updates and conflicts and whatnot. However, the amount of issues I am experiencing is alarming, and I think it would be fair if you completely waived my subscription fee until all major issues in my hub have been resolved and I am able to actually use the tools I've been paying for.
I've shown in the past 10 months that I am a reliable, paying customer. Now it's your turn to show that you are committed to making WPMUDEV work for me.
Thanks and Regards,