Queja formal por mal funcionamiento de flujos (emails y approvals) y mala atención de soporte

Soy Rubens, titular de la cuenta Rubens_auditoria (correo auditoria@agrison.ec), cliente de plan de pago. Quiero presentar una queja formal por el mal funcionamiento de los flujos con bloques de Email y Approval, y por la deficiente atención del soporte técnico. Tengo un flujo documentado en un hilo de soporte con 10 interacciones, donde se detalla que:

• El segundo bloque de correo en el flujo (correo al coordinador para programación) no se envía, aun cuando la condición se cumple.
• Los bloques de Approval también presentan fallos similares (aprobaciones que no disparan correos o no avanzan el flujo).
• Esto detiene por completo mi proceso de mantenimiento y hace que el sistema sea inconfiable para procesos críticos.

Pese a haber seguido indicaciones y dedicar tiempo a pruebas, no he recibido una solución funcional, ni una explicación técnica clara, ni un seguimiento adecuado. La sensación es de desinterés y displicencia hacia el cliente. Este problema me ha hecho perder tiempo de trabajo significativo , ha afectado la planificación de mis procesos internos y ha generado desconfianza en la herramienta

Solicito de manera enfática:

1. Una revisión técnica exhaustiva y prioritaria de mi flujo (incluyendo bloques de Email y Approval) y una explicación clara de por qué no se envían los correos ni avanzan las aprobaciones, con una solución concreta.
2. Una mejora inmediata en la calidad de la atención, con respuestas específicas a mi caso y no genéricas.
3. Una compensación por el servicio que no está funcionando como se ofrece y por el tiempo invertido.
4. En caso de que no puedan garantizar el correcto funcionamiento de los flujos, solicito instrucciones claras para cancelar mi suscripción, condiciones de reembolso y cómo dejar constancia formal de mi insatisfacción.

Espero una respuesta formal, clara y en un plazo breve, ya que este tema lleva demasiado tiempo sin resolución.

Saludos

Diego Suárez

Móvil: +593 992214627

Hi Diego,

Thanks for reaching out to Jotform Support. Our Spanish Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in Spanish, let us know and we can have them do that. But, it might take a while until they're available again.

As for your concern, looks like you’ve also asked this on multiple threads. You can check out our answer there.

Now for your inquiry on how to cancel the service, you can easily Cancel Your Subscription, but you’ll need to do it on the desktop version of Jotform, as it’s not yet available on the mobile app. Let me show you how:

1. On your Workspace page, click on your Avatar/Profile Image on the top-right side of the page, and then click on Settings.

2. Under the Billing tab on the left, and beside the My Plan section, click on Change Plan.

3. Now, click on the Downgrade button to switch to the Starter (Free) Plan.

Then, you’ll see a pop-up window with extra information about the downgrade. Just follow the instructions to continue canceling your plan.

Let us know if you need any more help.

It's truly sad and concerning that a complaint is taken so lightly, minimizing a customer's dissatisfaction and turning it into an opportunity for improvement that could strengthen Jotform's image as a leading company in the sector. I must point out that my dissatisfaction stems from the poor service I received from the support team, and this hasn't been addressed at all. They simply told me, "If you want to leave, go ahead; we're not interested in your opinion." I sincerely believed I was dealing with a company that values ​​its customers and strives to provide the best service, but it seems I was wrong.

I look forward to your comments.

Hi Diego,

This is definitely not the experience we wanted you to have. Let me check your issue. Before start, can you confirm that this is the form whose workflow is not working?

I have checked your threads and see that you mention that condition is not working in Workflows, and you also state that emails not sending. Can you confirm these are your issues that should be checked?

Also, if you allow us to send a test submission to your actual form, this will give us first hand replication if the issue continues to exist on your Workflow.

And also, if possible, share a screen recording with us, so that your use case is clear for us to replicate and check the issues clearly.

Please let me know the details, so I can properly check with relevant team if needed.

Waiting for your reply. Thanks for your cooperation.