Bad Support – Unethical Refusal to Refund – Buyer Beware

  • DO NOT PURCHASE THE PRO VERSION OF THIS PLUGIN. Use these two plugins instead!

    https://www.ads-software.com/plugins/custom-fields-csv-xml-importer/
    https://www.ads-software.com/plugins/wp-all-import/

    The UI is better. They are free. And the actually work! (unlike this plugin).

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    We started using the free version of this plugin to create an import sheet for a Custom Post Type we built with the Pods Framework.

    It didn’t work.

    We reached out to their support and were advised to purchase the Pro version of the plugin. We did.

    First they told us there was no problem and the plugin worked. It didn’t.

    Our support ticket continued for another 6 weeks before we gave up and found the two free plugins noted above. Along the way we were advised the problem was with our theme (false), we could not open a CSV file using Microsoft Excel as it would cause the import not to work (misleading, crazy, and false), the problem was with our CSV file even when using Google Sheets as advised (false).

    We granted their support staff access to a Staging environment where they DELETED CRITICAL FIELDS FROM PODS, did not notify us of the changes they had made, then blamed the continued malfunctions on our Pods setup (which they broke). We know this because I had a monitoring plugin installed and I could see a record of the changes they made.

    Communication from support seemed to be a good-faith effort, but fell woefully short of displaying competent critical thinking skills, troubleshooting abilities, and sometimes basic understanding of their own product and technology.

    When we finally gave up and found another solution (details on that below), we requested a refund. They flatly refused, hiding behind their 15-day refund policy in spite of the fact we had been in ACTIVE communication with support throughout the process and had only purchased the plugin at their direction. Ultimately they blamed the failure of the plugin on our environment. (We host with WP Engine, by the way, not an obscure environment if you ask me)

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