I have just had the sobering experience that in certain situations, even for me as a premium customer, there are absolutely zero opportunities to reach your support. There is a chatbot, but this chatbot doesn't understand my request and when I say I want to talk to a person, it only links to the support page. On the support side, on the other hand, no one can be reached directly. There is no email address, there is no input form. The only thing there is a link to a separate form called “Contact Form for Paying Customers.”

This is the only visible way for me to get support at all. And here is the problem. There are situations where Mailpoet doesn't work. Now you have to fill out the following field in the form.

“MailPoet System Info* - Copy your system info in MailPoet > Help > System Info and paste it here”

This information is of course not available if Mail is not working, or if Mailpoet crashes the WordPress installation, or if you have to turn Mailpoet off so that WordPress works at all.

Stupid programmers have built a safety circuit into this form. This means that if this field does not contain the desired information, the entire form cannot be submitted. As a result, in many cases, the form cannot be sent, leaving absolutely zero/zero/zilch, i.e. no way of reaching Mailpoet's support in any way.

It's so poorly thought out that it stinks to heaven. It's almost as if support is afraid of being contacted by customers in any way at all. Guys, you've got to change that. It cannot be that there are absolutely zero ways to reach support. Switch off this security function in the form, then you can also submit the form if the system information is simply not available.