Dishonest Marketing, Impersonal Support

I purchased the premium version a few years ago for a client. When the site moved hosts and I needed a different version of the plugin specific to the version of PHP on the new server, I went to download it from the account area. I had to assign a domain and generate a package, which wouldn’t install, so I contacted support. The first reply simply asked for my order number. The second told me I had purchased a license for 1 year of updates and 90 days (what?!) of support, and that I would need to cough up another $150 if I wanted support or a download that would install. Not once was I addressed by name or did the support agent apologize for the problem I was having.

When I replied and pointed out that nowhere on their site does it state that you are buying a subscription with limited support, or even after the fact in the account area, a different support agent replied and was very friendly. Addressed me by name, apologized for the misunderstanding (not sure what that was, though), and offered a download of the latest version of the plugin. He did state that if I wanted support for this version that I would have to renew, which is fine. Once I had an installable version of the plugin, I was set.

I feel Smackcoders are practicing dishonest marketing in that they don’t tell the customer they are getting limited support and updates, and even have a 5 star rating on their site with no reviews. The free version of the plugin is rate 4.4.

I notice today that they have “Lifetime Free Support” and “Lifetime Free Upgrade”. I’m sure if they’ve changed their tune, or if that is directed at the free version of the plugin. Given how my experience went with them, I would assume the latter.

The plugin itself works well, but I am not happy with their marketing tactics and customer support.