Awful is too nice a verdict

  • This collection of snippets is disorganized and without support that deserves the name.

    There is ONE youtube video, 2 years young describing an entirely different (older) version – which is completely different from what you get today – so 100% useless. Its all of 6 minutes “long” which says it all about this companies dedication to customer support and care.

    Instead you find a page titled “we dont negotiate with terrorists” in which the “terrorist” is a disgrunteled customer who is arrogantly informed that -of course- no refund will ever be forthcoming.
    (He is labeled a terrorist because he at one point mentions legal assistance)

    If you EVER get thru the disorganized “documentation” (and according to them half a page is “extensive”) with links to links to links to links – and then back to the first page… not even considering that its outdated, what you see there is NOT what you actually see on your screen, this is a bloody nightmare.

    Should you then turn to the “forum”, a primitive app that hardly deserves that name (uploading pics? nope, editing after submission? nope) and is fully controlled by the guys who just ripped you off a few hundret bucks (if you are lucky its less), you better bring patience, and a lot of it.
    Yes, eventually someone will answer – but days will pass and the answer will likely only lead to another question because it is likely brief and will include VERBIAGE only insiders understand.

    In short: nerds have programmed for nerds. that stuff should be ONLY freely available and even then it a TIMEWASTER.

    Given another year of INTENSE development and total rewrite of all docs plus production of youtube howto videos this product may one day become what its advertising promises today – but until then buyer beware!!

    About the 5-star reviews: one is admittedly by a company employee and the others are all from a very short period in early 2015. So I guess someone helped with the “upping”. Check the creation date of the wordpress accounts against the submission date of the review. And compare the dates of all of the 5-star reviews.

Viewing 9 replies - 1 through 9 (of 9 total)

  • We certainly do our best to offer a fantastic experience, but on occasion, it does happen that a customer experiences a bug or lag in support response, in which case we do our best to make it up to them.

    In the case of this customer, the facts are simply incorrect, so we’d like to correct them for anyone reading:

    1. The customer purchased yesterday, so has clearly not waited days for a response
    2. The customer has only posted a single support ticket on our forums, which was done so during the middle of the night when our support department was sleeping, hence the lack of reply.

    https://cl.ly/image/3c3Q0t031z46

    https://cl.ly/image/1Y1b0p3i362I

    3. The customer sent an email referring to our team as idiots, prior to actually receiving any of the help we would typically offer:

    https://cl.ly/image/0p1225233p1F

    4. The customer filed a Paypal dispute shortly before/after submitting this review, thus disabling our opportunity to follow up this morning.

    5. The customer has then gone on to troll other reviews, trying to take their anger out on others rather than simply await a reply from our support team.

    We have spent a significant amount of money improving and expanding our documentation base, and most of our docs are current as a result.

    Our forum is a bbPress app that serves us and our customers quite well.

    We do not pay for or incentivize 5-star reviews.

    Thread Starter samvado

    (@samvado)

    yeah, its always the same guy who bashes those who dont love his crappy app. But I will invest the time to reply, for the benefit of others who may fall for the colorful advertising of this company:

    We certainly do our best to offer a fantastic experience, but on occasion, it does happen that a customer experiences a bug or lag in support response, in which case we do our best to make it up to them.

    statistically speaking, with FIVE 1-star and 3 possibly real 5-star reviews that is VERY unlikely. Considering the timing of the 5-star reviews and other indications regarding their “unreality” its even worse, much worse, ending with exactly ONE believable 4-star review versus 5 one star and one 2 star. So come again please, did you just say “we do our best”? Maybe a jobchange should be under consideration?

    1. The customer purchased yesterday, so has clearly not waited days for a response

    true, but irrelevant. I can READ so I can gauge without even adding one single message how “good” response time is.

    2. The customer has only posted a single support ticket on our forums, which was done so during the middle of the night when our support department was sleeping, hence the lack of reply.

    In the meantime they woke up and replied to a few others, delayed I might add, but NOT TO ME. So whats the rush? its only my time wasted, not yours. 6 hours later nothing yet…
    That attitude is OK for free support of free hobby kind of software, not for something costing multiple hundrets of bucks.

    3. The customer sent an email referring to our team as idiots, prior to actually receiving any of the help we would typically offer:

    Did I? the link is not working BUT the reader or actually user may be the judge if in fact IDIOTS have constructed this “software”. However, if it comes to that he will already have fallen for the agitprop. Hence this reply.

    4. The customer filed a Paypal dispute shortly before/after submitting this review, thus disabling our opportunity to follow up this morning.

    Of course I did, knowing your policy against “terrorists” I have no hope of recovering my money though. But paypal registers such complaints, even if they ultimately fail. And if too many appear there will be consequences.

    5. The customer has then gone on to troll other reviews, trying to take their anger out on others rather than simply await a reply from our support team.

    The only one trolling here is obviously you trying to defend this abysimal piece of software and support.
    I have in fact added comments to other such reviews, just as you do, only much less often and more to the point.
    Again, the user will ultimately be the judge.

    We have spent a significant amount of money improving and expanding our documentation base, and most of our docs are current as a result.

    it took me on average 5 minutes to get to a part of the doc that was not concurrent with what I saw on-screen. if thats just a typoo or outdated documentation I do not know, the effect is the same: NO SUPPORT.

    So I do hope this has gotten you in the right frame of mind to finaly supply the support I need to get that junk to run as advertised. All of this would obviously have been easily avoided had you done your homework instad of trolling review sites.

    We do not provide support to users who have a dispute in process. You can read more about that in our T&C.

    Thread Starter samvado

    (@samvado)

    We do not provide support to users who have a dispute in process. You can read more about that in our T&C.

    but you will once the dispute has ended with you not refunding my money?

    see, this is EXACTLY the attitude you need to run your business into the ground. Ignore disgrunteled customers, call them terrorists, deny them support. Must work in the long run, after all Microsoft got really big doing mostly that <grin>.

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    Side note as a cautioning: @samvado creating sock puppet accounts and leaving a fake 1 star review will get your real account blocked here. I have deleted your other review that you’ve left and blocked that account.

    Please do not do that again.

    Thread Starter samvado

    (@samvado)

    so why are you *repeatedly* deleting my replies to your actions?

    I the begining I (we) where promised an independent survey of the reviews here by the yogi mod, then you took over, deleted exclusively my comments and posts and left ALL of the 5 star shill reviews in place.

    In what way is that moderating and not taking sides?

    These 5 star reviews EVEN IF they came from legit customers of ID, are ALL dealing with a version of the plugin that is not free, so has not relevance here and should not be discussed here as of YOUR OWN remark to me in some other instance (when I was discussing themes and skins).
    I suggest you take all reviews that dont deal with the free version off-line, mine included.

    -sam

    and Jan, think about it: I am German, I sent this thru a indian proxy, the same I used for a comment a little earlier. it was meant to make a point. Did you get the point?
    I have made it very easy for you to figure that one out – think about it.

    Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    The independent survey was carried out by three moderators and nothing suspicious was found of the 5 star reviews.

    I suggest you take all reviews that dont deal with the free version off-line, mine included.

    The author has advertised the pro version either on this plugin’s www.ads-software.com profile page or through the free plugin itself. For that reason the reviews will stay.

    Thread Starter samvado

    (@samvado)

    @ Andrew:

    The fact that all those reviews showed up 24h to 48h after I submitted my 1-star review PLUS the fact the a bunch of them created their accounts the day they wrote their respective reviews PLUS the fact that the very first submitter is a woman with an advertising firm and 300 employees (her own words) is deemed “nothing suspicious was found of the 5 star reviews”.

    This is hopeless. I rest my case.

    Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    That is correct.

Viewing 9 replies - 1 through 9 (of 9 total)
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