@mmprod said in Customer support when releasing my first plugin?:
Perhaps a user is experiencing crashes when using the plugin and submit a support ticket. What if after multiple attempts, you are unable to solve their problem and it just doesn't work (even after having tested beforehand multiple times)?
Give them a refund.
This is where VMs are very useful because you can create a system that is as close as possible to theirs to try and recreate the issue. The only time I have ran into a problem that was unsolvable was where the user had a specific audio interface that seemed to be the cause of the issue and I wasn't able to recreate the problem because I didn't have the hardware.