Good product, HORRIFIC support

  • PRO:
    – ambitious product – encapsulate many features in simple i/f
    – friendly UI
    – easy to install and get started

    CON:
    – if you have any problem no trace/debug option inherent
    – you’re driven to use their support
    – HORRIBLE work ethics
    – root level access required, to be sent to generic support email
    (consider you chat online – they refuse to take it there, must be emailed – a bit scary when it’s that level of trust, but OK)
    – no case automation/human response – NADA – you email your precious access credentials and then silence
    – they access your site on a whim, no heads up, no communication as to when they’ll go on it, what they’ll do

    In my case – they took down the site twice (no biggy, but at least tell me you’re on or when it goes down so I can fix it – lucky I have monitoring service SMS’ing)

    They have ZERO concept of root cause analysis – they didn’t tell me what they did (seems only functions.php @ plugin changes) but claim it was my theme that caused the problem (I believe them) with no other info and stating “the way we test – our proudct is 100% working” – well what is that way? where is your elaborate release notes that will tell me what to beware of?
    Also in the process they claimed it was conflict with another plugin – great – publish a test matrix so we know what risk we’re taking.

    AND I PAID FOR THEIR PRO VERSION – I actually offerred more money – I’ll pay whatever they want just provide enterprise level service – but NADA… all I got were lame excuses: “we have thousands of sites where it works” – well that’s not helping me none….

    BOTTOM LINE – great product, looks like they mean well, the HAVE LONG WAY to learn what support ethics mean.

    Good luck to them!

Viewing 5 replies - 1 through 5 (of 5 total)

  • Bravo!!! a pro buyer like me.

    This seller is not honest man. I also bought the pro version because i thought the email or facebook lock were a good option, i bougth a package. But do not work, the support does not exist!, eventually reply questions but always say the same, if you have an issue is because other plugin…this plugin also consume many resources and the author say it is not a problem…the worst is that he wont refund anything!, i had to uninstall the code because is full of bugs that maybe never fix…while he keep my money. Facebook lock: does not remember that you likes, so you have unlike and like the buton if you want to download other file. The e-mail option lock, send the e-mail but the link does not work, always redirect to frontpage, If you have links from Amazon s3 forget them!, because the plugin sent the file to local server! before to download, if you add a remote link (like amazon s3) and adding to protect the link option, when you click a link to download you should to sit because after some seconds maybe you can reach the file, so where is an advantage of Amazon s3 link here? , the Amazon s3 addon: You can upload files to amazon s3 by this plugin but you can not protect the links! Many people ask for fixes and never fixes anything in the forum. There are many issues and the version is the same. And yes, he never fix anything in the forum, he always ask for a pass to enter to your site, it is obvious that it is because he will change code that never you will know and suddenly your website is gone…is not an ethic practice.

    Finally i had to install OTHER plugin and free one!!

    I am very sad because i am an honest people, that i want to avoid other people pay for any that do not include support, fixes, new versions, (you are paying for wasting a lot of time!)

    Thread Starter homeown

    (@homeown)

    if you can recommend the/an alternative I’d be forever grateful.
    thanks!

    I am using Easy Digital Downloads, free with some plugins to enhance it like (Easy Digital Downloads – Free Download), since i wanted to manage an plugin with free downloads (files can be downloaded directly from server), this plugin allow us upload files as a link and uploading (i use amazon s3), no problem, because the files are uploading to AS3, has the option that each download can be made by members. In addition you can install Facebook Like Box plugin and add it to each page with a download. It supposed that only Facebook Like Box Pro can be used between other shorcodes, [FBLshortcode][shortcode][/shortcode][/FBLshortcode]but the free version too!.

    If you want to sell files you can use Easy Digital Downloads too, (you can use woocommerce to sell… use EDD to free downloads.

    The result is i can to list the files to download in a table (generated with shortcodes of your theme) and the plugin save the logs like Downloads, profits, The plugin generate to each download a Purchase Short Code, this code can be added to one table, with the columns that you want, and one column with this code. If you have other plugins that install “things ” in the posts they can be used too. I use Members plugin, it add roles to each post or page. You can also control each download with n times that you want one file can be downloaded. Because the plugin EDD includes this option.

    I dont know how do you want to have your files to download in your site, maybe i can recommend other alternative.

    There is other plugin:Double Opt-in-for-Download

    Simply upload the file, config the email details, you can select Maximum Number of Downloads to each file, then use a shortcode to download (opt-in), after it the user receive an email with link, the download link is something like: https://www.domain.com/page landing/?ver=740431454f985801ca34f1d73d6b633f50b157b1

    Disadvantage: The subscribers are added in the table of plugin not in WordPress users table but the advantage is you can download a CVS.

    Once uploaded the file you can not edit the download, only delete it.

    Double Opt-in-for-Download: Update
    Was fixed: Subscribers can be added in User table

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘Good product, HORRIFIC support’ is closed to new replies.