Did not work as advertised

Hello @brandomb,

As explained over email, we’ll refund you if there is a technical issue we cannot solve. However, you did not give us any details of the technical issue you have encountered and you didn’t want us to troubleshoot the issue. You asked for a refund straight away.

As a technical person I am sure that you understand that even though we thoroughly test our plugin, there are no guarantees that the plugin will work in every possible WordPress setup.

Should you change your mind, we are readily available and happy to assist you. We’d like you to get the best from our plugin and customer service, like thousands of other customers do.

• This reply was modified 4 years, 8 months ago by robertabela.

Not true. I gave you 100% of all of the details of the issues that I experienced and you just keep sending me on a runaround. You stated it perfectly in your comment above: “As a technical person I am sure that you understand that even though we thoroughly test our plugin, there are no guarantees that the plugin will work in every possible WordPress setup.” – It didn’t work so that should warrant a refund.

Hello Brandon,

I am sorry you see it this way, however, I can confirm that you have never gave us the opportunity to start troubleshooting. Here is a recap of events that happened:

17/6 at 15:48 you sent us an email because it seems that the free trial of the premium edition was not properly activated.

In the meantime, you also bought the plugin and experienced a technical issue before we replied to you.

18/6 at 07:23 (15 hours later) we replied to you in regards to the first problem you reported (trial not working). We were still not aware at this time that you purchased the premium edition and encountered a technical issue.

18/6 at 15:04 you told us about your problem with the premium edition. You told is that you cannot see the list of logged in users.

19/6 at at 13:33 we got back to you and explained that that the plugin uses its own session management system, so you can only see sessions that were created after the plugin was installed.

19/6 at 15:29: you got back to us and requested a refund because you said that the plugin is not showing the new sessions as well.

After this email we tried to start some troubleshooting, by asking you for some information. However, you didn’t provide us with any information and insisted on a refund.

I am really sorry you have encountered these issues, and as I explained, we are more than happy to look into the issue for you and fix it. However, it seems you are not willing to cooperate.

Should you change your mind, we are always readily available to help you.

It should be obvious to you that something is wrong if your trial didn’t work, and neither did your premium version and that you are the ones that are unwilling to stand behind your product. You never tried to start troubleshooting you just continually defaulted to blaming me for not being willing to help and said you would look in to it if I wanted but I don’t want to.

How would you feel if you installed a trial of a product that advertised it let you try all the features and it didn’t let you try all the features like it said it would, then you purchased the full version just so you could unlock the feature you were hoping to try and to have it not work. It’s super frustrating, which is why I asked you to revoke my license and provide a refund. I didn’t ask if I could continue using the license and get a refund, I asked for you to shut the license down and issue the refund, we are over it and want nothing to do with your plugin. Seems like if you really wanted to take care of the customer and provide excellent customer service you wouldn’t put the customer through the process of trying to troubleshoot after they have already had such a frustrating experience with your product… seems like common sense customer service to me.