Be aware of the refund policy

  • At first, I was impressed by the numerous functions Tickera offers and thought I made a good deal.
    However, as I kept installing addons and started setting up the first events, problems started to surface: the drag-and-drop solution is wonky and not all that great to work with. Some of the Widgets like the event calendar don’t have a responsive design (which is a no-go considering more than 50% of our users are on a mobile device), and it considerably slowed down my site. What took less than a second of loading time before now took multiple seconds.

    I gave my license key to a friend of mine who is more experienced in IT than myself and he confirmed what I already observed: the plugin and its addons bloat the backend and slow it down.
    The people over at Tickera offered help, but it doesn’t incite much trust to me when strangers ask to tinker with my backend. Shouldn’t your product deliver what it’s supposed to do without invasive measures like this?

    When I refused to give them my Admin Login, they pulled up their refund policy as a defense, with the reasoning that 7 days had already passed and that I refused to give them access to my backend.
    I tried to compromise and suggested that they could at least refund me 50% of the buying price and I’d be ok with it, but no chance.
    Lastly, when I pointed out that their business practice is obviously not very customer friendly, they simply went silent.

    All in all, this was not a pleasant experience and I strongly advice against this product unless you are 100% sure you have the knowledge on how to get it running properly and are willing to sacrifice performance.

    • This topic was modified 3 years, 6 months ago by Fankonwent.
    • This topic was modified 3 years, 6 months ago by Fankonwent.
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  • Plugin Support Igor S.

    (@arsenique)

    Hi there,

    Our refund policy is strict but fair.
    All of our premium customers are entitled to premium support and in order to be able to troubleshoot and determine what the issue is, we must be able to access the back end of your website and thoroughly analyze what is the culprit of the issue to be able to address it (which is also clearly stated in our terms and conditions). This requires some basic level of cooperation from our customers. Of course, our support agents are trained professionals and wouldn’t do anything to put any part of your website in jeopardy and they won’t be making any significant changes without your explicit permission. So, yes, we’re very customer friendly but we need a cooperation from you, our customers to be able to provide you with a service you have paid for.
    In this case, we haven’t had any chance to look at what might be the issue.

    Furthermore, you have purchased your license a couple of weeks ago. It happened in the past that customers were purchasing the license, organized their event and then requested a refund once their event has passed. Now, we’re not saying at all that this was your intention whatsoever but more as a reason why our refund policy is that strict.
    Also, we have lots of customers who are running dozens of events at the same time, with thousands of attendees and have no issues whatsoever. So, it really depends on the available resources on your website how it will work and we’re always encouraging our customers to use VPS rather than shared hosting solutions, with the ability to increase resources on the fly should they start hitting the resource limits at some point.

    We’re still more than willing to help you out so if you change your mind and let us look at what might be issue with your website, shoot us an email.

Viewing 1 replies (of 1 total)
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