Unable to find my way around forum, blog and guides

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    Asked on April 01, 2015 at 01:27 AM

    First, you assume that your customers can just read a blog or User Guide, and it will explain everything. I've been sitting here for 3 hours trying to figure out your PayPal Express form, and it just doesn't work!


    After I insert all the paypal credentials and then copy/paste the Source Code into my website, when I go to input a 'John Doe' information into my form, nothing happens. It just disappears and doesn't tell me:

    1. Where is the info going?

    2. Why isn't it redirecting me to the paypal payment page?

    3. Where is the field within the payment settings that allows you to set up these things?

    4. Why is the Submit or PayPal button not at the bottom of the page once I choose PayPal Express as my choice for accepting payments?


    Your website is just not user friendly at all! I'll tell you this, a lot can be said for a live customer service rep.

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    Answered on April 01, 2015 at 09:48 AM

    When I saw your original title/subject:

    "Terrible Customer Service, I'm just so frustrated with JotForm!" I thought that the issue is related to us - customer and technical support agents, but looking at what you wrote it tells me that you are not able to find the info that you needed at that time.

    Please understand that attacking anyone on our forum - staff or no staff is not something that we will allow and that the guides, video guides, blog posts and the forum are all filled with many interesting things that you can use to create your jotform, but we would never forbid someone to contact us.

    For example, if you have contacted us asking for assistance instead of posting all of your frustration onto the forum and to the support agents that get assigned to your thread, we would have helped you accomplish what you are after and be happy while doing so.

    There is no need to attack anyone especially since we always do out best to provide assistance and/or give links to the threads of interest and we are proud to be part of a system that allows us to do just that.

    Having all this said, if you have any questions, we would be happy to assist with them, all you have to do is ask.

    Since we are people as well, please do that in a nice or at least neutral manner - without attacking us or anyone else, especially for something that we are not in charge of.

    Thank you for your understanding and if you have multiple questions, do open one thread per each.

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    Answered on April 02, 2015 at 10:40 AM

    In response to the above, let me apologize if you felt that I was unfair in my constructive criticism of your customer service. I don't believe that I was attacking anyone personally. I stand by my assessment insofar as the lack of a live operator is concerned. While I understand your wanting to place the blame on me for being "Unable to find my way around forum, blog and guides", again not all of your forum posts, guides, and videos answer all the questions that come up. And instead of offering one solution to questions that may be connected to one issue, I am supposed to create separate tickets for separate questions.

    I'm simply suggesting that having to search an entire forum for one's specific concern is time consuming, not to mention having to wait hours for your customer service to respond to a ticket. A live person can handle that in a fraction of the time.

    Lastly, then the issue becomes what's more important? Posting a response, because one's feelings are hurt, or resolving the issue expeditiously?  I've explained my concerns and there is nowhere in your response where you've pointed me to the correct post, video, or article to help me resolve the issue. Second, you've not offered a contact number for me to speak to a live Rep. 

    So here is where I am as of today. I have Coded my PayPal Express form to my website. I still have the same questions above. So I'm asking for help in resolving this issue ASAP.

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    Answered on April 02, 2015 at 12:06 PM

    Unfortunately due to the large number of people using our forms, not all of them see the chat when it is active, but depending on the emails and forum threads, our chat is not open every day neither.

    For example, last time it was open was 2 days ago, but our forum is always open.

    I am not trying to 'place the blame', but rather change the thread to provide more feedback from the title itself to people that look at all the questions and titles in order to improve our website and service, since mentioning live chat would not be as constructive as this (as we already have it available).

    The same is the reason why the thread is still left as public, since others might agree or disagree and this gives them the option to confirm the same.

    I have asked you to open a new thread for each question since that would allow us to provide you assistance for each issue that you have separately - having multiple issues means that it is easy to create confusion to what is working, what is not and what should be applied for what - so single thread per issue helps both you and us.

    I have created the threads for you and you can find them here:

    The info about where your submissions go will be answered here: http://www.jotform.com/answers/545434

    The answer to your question in regards to redirection to PayPal is moved here: http://www.jotform.com/answers/545437

    The question about the submit button will be answered here: http://www.jotform.com/answers/545441

    We will be replying to all of them shortly.