December 21, 2009 at 2:12 am #589adminKeymaster
All the Tips and Tricks HQ premium products are tested on a typical server setup before it is released and should work on your site without any problem.
However, the truth is that there are thousands of hosting companies with different server configurations and thousands of other plugins and themes with their own flaws so even though we have full intention of making the products work on every customer’s site flawlessly, it is impossible to achieve this goal. In reality, we know that the products will work on 90-95% of the servers right off the bat but there is always going to be that 5-10% where it will need a little push and we are prepared to give you a hand but you have to give us the chance.
Our support forum is moderated by Software Engineers who are really good at troubleshooting technical support issues related to our plugins. As long as you ask questions relevant to an advertised feature of our plugin(s), we will be able to help you. Checkout who is behind our support team from the following page:
With that said, when you do need help, you will have a much better chance of getting help quickly if you keep the following points in mind:
- Provide full details on the issue.
- Try to be patient and polite with your replies.
1. Provide Details
It is much easier for us to understand the problem and provide help if you provide details on it upfront. For example, try to include the following details when you make a post:
a) What part of the product isn’t working?
b) What are you trying to achieve?
c) What causes the error to show up?
d) What version of the plugin are you using?
e) Provide a link to the exact page where the problem is seen
f) Which product you are using (example: eStore, WP Affiliate Platform, eMember, PDF Stamper etc…)?
g) Did you modify the plugin code?
If you ask for help by saying
"The plugin doesn't work"then what are we suppose to make out of this? How are we going to help you? Instead, if you say
"I am trying to add this image but it's not showing up"then we can easily see what you are trying to do and what might be going wrong in that area. This allows us to help you solve the issue easily.
2. Try to be Patient and Polite
We try to reply to all forum posts within 24 hours of posting on weekdays (our support policy is explained in our Terms and Conditions).
On rare occasions we see some customers come down very rude. Being rude, mean, demanding does not help getting the issue resolved. It will most likely have an opposite effect on our inclination to help.
You probably have noticed already that we offer and support a lot of Free WordPress Pluigns. We also try our best to sell our premium products at an affordable rate than its worth in hopes that more people will be able to afford it. On top of that we do our best to reply to comments and address issues as quickly as we can but it is impossible for us to instantly address all the issues due to time limitation.
While you are waiting for a reply you can search the forum (click on the search the forum link in the header) and scan through the comment section of a specific documentation for a solution. From our observation… about 60% of the help request we receive have already been solved in a forum thread or in the comment section of a document. A little search effort and reading from your part can save both your and our time.
Please read the forum rules from the following link:
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