Client Management

Darren Nicholls

• September 05, 2025 10:28

Hi,

In Feb / March of this year we received an email from Natalia Chitoroaga apologising for the issues experienced with the Brizy plugin and looking to offer further support. We sent a comprehensive response and have still to receive a reply. We have chased this multiple times and have been reassured that this will be followed up at your end.

 

Given we are experiencing many of the problems we were this time last year, which brought with it a huge level of disruption to our business, can I ask if we are to expect a response from Natalia Chitoroaga or someone more senior?

thanks,

Eilidh

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  Ariel H.

  • September 05, 2025 11:37

  Hi Eilidh,

  Thank you for your feedback. 

  We are aware of your concerns, as well as those raised by other users, and we’ve released updates over time to address several of the issues. While we can’t guarantee that all issues can be resolved at the same time, we are doing our best to prioritize and work through them.

  The issues you and others have reported are not forgotten; they remain in our queue for review and resolution. I will also pass your message along to Natalia and the rest of our team, so they are directly aware of your follow-up.

  Best regards,
  Ariel H.

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  Darren Nicholls

  • September 08, 2025 09:43

  Hi Ariel,

  Thank you for this, I do appreciate it. However, ideally I would like to receive a response from Natalia as she did begin the email exchange and then never responded. We have chased this already so I am sure she is aware of our follow up and hasn't responded.

  This is obviously disappointing given we are a paying customers. Whilst we appreciate your time and effort to respond as a support desk (this aspect has always been great), to be unable to receive a response from any other member of the team about issues which at times are business critical is highly concerning.

  Thanks,

  Eilidh

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