Disappointing support & service

Hello Paul,

I’m the author of the plugin and founder of PluginEver. Since the inception of our plugin, we’ve not been accustomed to receiving such feedback. As you mentioned that you enjoyed our plugin in your initial sentence, you must have come across our previous reviews, which resoundingly vouch for the quality of our support.

Let me address the concerns you raised, step-by-step, to provide clarity and address any misunderstandings.

In mid-August, you reached out with pre-sale inquiries. We provided you with all the information you required. In our refund policy, we clearly mention, “Try before you buy”. A full demo is readily available for potential users. We never mentioned any features or functions that aren’t included in the plugin. You made a purchase of the premium version of our plugin on August 17 and contacted our support team on August 22. Between 22 August and 17 September, we were in constant contact. We replied to all your queries promptly; there was no lapse in communication.

Navigating through our support interactions, we extended two offers: a discussion over a call or a complete refund. Though our policy doesn’t typically include phone support, we ventured beyond our norms to assist you. The initial meeting you reference was unfortunately missed on our end. We recognized this oversight, apologized, and proceeded to issue a full refund in alignment with our agreement. This refund was processed on September 24. That transaction ideally should have concluded our interactions, as we typically don’t engage further with clients who decide not to continue using our products. Hence, bringing up financial aspects post-refund might not present a complete picture of our interactions.

Your mention of a second meeting was after this refund process, which means premium support was no longer applicable. Furthermore, we did not finalize a specific meeting time. We communicated our availability but did not confirm a set meeting time or receipt of a meeting link. You were the one who wasted 30 minutes of your time without our consent.

Addressing the point of language and communication: Had there been significant barriers or issues, it would have been challenging to maintain a month-long dialogue, starting from your pre-sale queries to the finalization of your refund.

Our support is not bound by time zones. It’s surprising that you questioned our authenticity, especially after our diligent efforts to ensure you had a positive experience with our plugin.

You see, the world is not a perfect place, but we can try to make it a kinder place. But it seems to us that you went out of your way to spread false accusations and hatred even after all the help we provided and refunded your money. That’s a shame!

Thanks for the through response, Sultan. It was my intention to bring this out into the eye of the public so that I could get a formal response to these customers support issues.

There are two sides to every story. I stand by my experience and concerns. Most of your responses come off more as excuses. But again, I expect this as you have your side to tell.

While there is much I disagree with in your post, the primary issue is with not showing up to two schedule meetings. In both situations, your team’s availability was provided and a meeting schedule. No one attended, either time. This is regardless of when I was a “premium” customer, or not. I think this is very troubling and telling of your customer support practices. We can agree to disagree.

Your accusation of hate is concerning. There is a lot of real hate in this world, which is horrible. But I don’t understand why you would categorize my post and experience as hate. It is simply expression of experience with your company. When this word is abused for sensational or dramatic purposes, its meaning is diminished for when real hate is purported. Let’s not resort to meaningless name calling. It’s sad, and distracts us from defending against actual hatred.

We can only let your customers decide the future. I am sure this will not change many minds, but it may change some. If I had read a review like this I would have thought twice before purchasing.

Thanks for issuing my refund. You kept your word here and I appreciate that. I wish you all the best.

There are no two sides to this story here. It’s either true or false. Please answer these questions if you really want to share your experience and concerns with all of us.

1. Can you deny the fact that you got your pre-sale queries cleared precisely by our dedicated effort?
2. Were there any instances where our Premium support didn’t address your queries adequately?
3. Did we advertise anything false regarding the features and capabilities of our plugin?
4. Can you provide evidence where we have confirmed the second meeting time with you?
5. You mentioned “buyer beware” in your review. Considering you received your refund promptly without any complications, could you explain the sentiment behind this statement?

I’m surprised to hear that spreading false accusations towards a small business is not considered hate in your world. Your review should portray the overall experience you had with our product and the team. Do you really think 1 out of 5 stars reflects that?

I hope you’ll answer all these questions by staying transparent here because that’s the least we expect from you.

Sorry, I don’t respond to threats or demands. This is valid confirmation of the type of customer service, however. It is very telling that you would be so forceful in your response.

I will confirm that you did provide a refund after I requested it, and for this I am grateful. However I did have to ask twice; the first time I was thwarted with continuing requests to work with support to address my concerns. And in this regard I tried to engage with your team twice by scheduling meetings. In both instances your team provided a day/time to meet, and then did not follow through. As you said, mistakes happen and this is perfectly fine. However not showing to two meetings in success is not really showcasing a good customer service practice, IMHO.

These are not false accusations, this is my genuine experience. Hate is a very strong word; and not one I would toss around lightly. Nothing that I have stated is false, or hatred toward you or your team. I wish you all the best in the future; honestly. However I feel compelled to share my experience for others to consider as they make their decision to engage with your company and spend their hard earned money.

Good luck!

Paul,

I’m sorry to say that conversing with you feels akin to engaging with a contradictory teenager. No one here has made any demands or threats towards you. We simply requested you to answer some very simple, relevant questions. Clearly, you’re unable to communicate on a human level, and at this point, we’re not expecting any reasonable response from you.

Thanks for providing your opinion. We’ll leave it for the public to decide.