I have been a customer of WPFixit for…
I have been a customer of WPFixit for several years and have always found their service to be excellent. I had no complaints whatsoever and would previously have given them five stars without hesitation. Unfortunately my most recent experience has left me very disappointed and I feel I have no option but to share it here. I used their AI chat agent to ask whether my existing service credit could be applied to a set of security fixes flagged by their own WordPress inspector tool. The agent clearly and unambiguously confirmed that it could. When I attempted to book the service, the website redirected me to a payment page at every attempt, making it impossible to use my credit as the agent had confirmed. When I contacted support for help, I was told the credit did not in fact apply to those services — directly contradicting what the chatbot had told me. I was then accused of communicating in an aggressive and argumentative manner. I strongly dispute this. I have the full email chain and anyone reading it would see that at all times I was polite and patient — simply frustrated by a situation caused by incorrect information from their own system. My request for a refund of the unused credit was refused, and my account has since been closed with the credit forfeited. It is a real shame as I had been a loyal customer for years with no issues. I would suggest others clarify exactly what their credit can be used for — in writing, with a human — before purchasing. I do not believe that I was aggressive or argumentative at all. I merely asked a question and complained that your chatbot was sending me around in never-ending circles. I have the full conversation here that I am happy to share with anyone in management other than the person that I was messaging. who is the one with the problem. Please let me know how I can share this.