Cash grab

As mentioned in our internal support thread with you, this was an unintentional bug and has been corrected. We also sent you the updated code that corrects the issue (which can be found on our GitHub here for any other users having that issue before we can release 2.9.12: https://github.com/wpninjas/ninja-forms)

I’m really sorry for your frustration, we have not intended to mislead in any way. Please feel free to contact us if there is anything more we can do to make this experience up to you.

Hello,
Despite detailing the PHP problem, your first support person told me that you don’t troubleshoot mail servers. (Not my question…. they clearly hadn’t read my submission.)
Your second said “We are not going to build that feature. You need to buy Conditional Logic.”
It was only after I pointed out how bizarre that was that you acknowledged the bug. Quite frustrating.

Update:
The code they sent also did not work. It also provides “array” as the value of the multi-select.
Using conditional logic ALSO provided “Array”; conditional logic couldn’t read the input in the field. So, the value should have been whatever was checked, but Conditional Logic gets “ARRAY”.

It is truly bizarre that this plugin bills itself as having ‘unparalleled’ features. This is what I hate about WordPress; no real community. It’s not about producing open source software, it’s about a sales lead.

Ironically, the rude and dismissive support is why I finally demanded a refund of the developer package. Interesting to see I’m not the only who got backhanded instead of helped.

I have to agree with you about current community right now Streever. While there are many developers still contributing in a real way, mainstream WordPress is no longer about producing freestanding and free software for small publishers. You might be interested on my thoughts on this.

What is ironic is being lectured on rude and dismissive support from the person responsible for this support experience: https://www.ads-software.com/support/topic/unclear-functionality-and-unclear-refund-policy?replies=4#post-

Notable quotes to the customer:

1. “It appears you are too indolent to do the smallest amount of self-sufficient research before writing support, indicating endless support tickets.”

2. “I live a rich and rewarding life. Bringing angry, miserly people like you into it would make it worse.”

Sometimes we get it right, and sometimes we get it wrong, but we would NEVER treat a customer the way you have. At least we’re willing to admit when we’ve missed the mark. Living the kind of existence where you have so much malice for others that you dig up the bad after months is worthy of pity.

In the interest of not being an idiot this discussion is finished. I really hope one day you’ll be able to find the good in the world around you.

Hi Zach,

We did days of work for that customer.

In your case, we brought genuine concerns about a less than quarter functional Mailchimp module. You told me it was broken by design and our concerns were baseless. In short dismissive:

Currently, everything is working as intended in MailChimp, and as nothing broken to be fixed, no further action will be taken on this ticket. If a required indicator is added to the MailChimp action in the future, we will be sure to update the changelog with a notice letting our users know.

Flaws:

1. NinjaForms Mailchimp plugin required editing forms in both Ninja Forms and Mailchimp (pushing extra work to the customer).
2. NinjaForms Mailchimp plugins would fail silently.

Perhaps you don’t consider silent failure of forms a problem. For Foliovision a form failure is a fatal error.

And yes your dismissive handling of our genuine request for improvement to the software we paid $400 for does leave a bad taste. An apology would be more in order than further snark.

Linking again to your affiliate buddy’s one sided story only shows how very little regard you have for your users. As it is one-sided, the discussion is definitely not finished.

I find a lot of good in the world, but I won’t put up with crooks and charlatans.

We’re really happy to know that despite all the aspects of Ninja Forms and the MailChimp addon that you have complained about (and we refunded you, a courtesy you did not extend to your user), that you are still using our plugin and paid addon on your most recently launched site. It’s flattering to know that you still believe us the best solution to meet those needs for you: (https://twitter.com/kbjohnson90/status/672133602365304833)

Thank you for posting your opinions publicly here as we value both good and bad feedback, and I truly hope you have a great day.

HI Zach,

Thanks for your note.

1. As far as I know we’re using the free version there. Not sure how the launch date and refund match up. Their fairly close.
2. The refund was not in full so I have paid over $100 for Ninja Forms.
3. Yes we do give refunds on the occasions our software fails. Fortunately for us, that’s not very often. We often do same day or same week upgrades to address specific client issues.

I’ve asked our team to switch over the five or so sites we have running Ninja Forms. Historically we’ve used Filled In which is still the most capable back end for forms in the whole repository. Filled In doesn’t offer much in terms of front end form creation which is something we’d like to offer our clients.

The answer: “You were the one who was so keen on Ninja Forms in the first place, you switch it back then.” In truth, we are so busy from September to December that a make work project like switching forms has to wait.

We’ve recently picked up Gravity Forms and will develop with Gravity Forms going forward (we looked closely at Formidable Forms too). Why did we pick Ninja Forms initially? Like us, you offer a free version with significant capabilities as GPL in the repository. We like that.

We weren’t crazy about the interface (it’s far from drag and drop) once we started building forms but could manage that.

Our initial issue was that your add-ons are expensive and incomplete. We were willing to work through improving the ones we need. Our real issue is that your support is dismissive and (unwarrantedly) arrogant as many others have noted. The specific example with Mailchimp is above.

If your addons were better and you specifically were more helpful in support, you would not only have all our money, you would have had our support for improving the code we used as we do for many of the other pro plugin authors whose code we use.