Don’t pay for support – you won’t get it

  • lkdasa

    (@lkdasa)


    7 years ago

    Plugin worked ok but then broke. Despite paying for “Priority” support I got no meaningful assistance so that plugin was no longer useable.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author Payment Plugins

    (@mrclayton)

    Hi @lkdasa,

    The plugin did not break, you wanted us to resolve an issue that was unrelated to our plugin. We provided you with links to Stack Exchange articles which detail how to resolve your line break issue. Support is not a catch all for issues unrelated to our plugin.

    I have included a screenshot of your checkout page taken on the day of your review (11/13/27) showing our solution and it’s working perfectly.

    https://drive.google.com/open?id=1qH7ASG3QUe79uK2qwTRclxeh7mbMchng

    Kind Regards,

    Thread Starter lkdasa

    (@lkdasa)

    Well, that was one way to get a response. Perhaps in your support you could advise how the site is “incorrectly implemented”?

    • This reply was modified 7 years ago by lkdasa.
    Plugin Author Payment Plugins

    (@mrclayton)

    Hi @lkdasa,

    Leaving a bad review to solicit a response is not the proper method in our opinion, especially considering we responded to your original request with ways to solve your problem. We cannot take responsibility for code, themes, or other plugins besides our own that may interfere with your checkout page or your site as a whole.

    As an example, your site’s page load times are exceeding acceptable limits and resulting in 504 timeouts which is far from ideal. That is one example of an incorrect implementation. A quick webpage test of your site shows that your homepage took 144 seconds to load.

    Kind Regards,

    Thread Starter lkdasa

    (@lkdasa)

    It’s not my preferred method of getting support, however, as mentioned, the support was essentially non-existent. Hence the review.

    Your initial suggestion was to look at a StackOverflow page. My request (under your “Pro Support” package) for clarification was ignored.

    Simply blaming the user isn’t support. And quoting one bad load time isn’t proof that “incorrect implementation” is the problem.

    Moderator Steven Stern (sterndata)

    (@sterndata)

    Volunteer Forum Moderator

    It’s not my preferred method of getting support, however, as mentioned, the support was essentially non-existent. Hence the review.

    The purpose of a review is to present your experience with a plugin or theme as found on www.ads-software.com. If the plugin or theme has an upsell, then it’s OK to mention one’s experience with the paid version. Beyond that, using a review to extort support is not acceptable.

    I’m closing this thread as it seems there’s nothing new to add.

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘Don’t pay for support – you won’t get it’ is closed to new replies.