Nice CSS but messes with everything

  • A month ago, I started using the free version and was really happy: nice CSS animation and very good layout. In the beginning, the author was also very polite and responsive in terms of support, even if this was a free version. So far, so good.

    Unfortunately, I purchased the 2-5 site pro version and this has been a complete nightmare. For some reason, the plugin doesn’t play well with other plugins and themes. I have spent countless hours trying to fix these issues, on two different blogs with different settings and hosting.

    When I asked for support, most of the time the developer first reaction has been to put the blame on me, saying that his plugin is coded perfectly and that I should check my server and get a better one if it crashes, which is a pretty nasty and very unprofessional way of dealing with customers. Then, surprisingly, after a few days, a bunch of new versions popped up to fix some of the bugs I was asking him to solve (not all).

    Obviously I have requested a refund, and all of a sudden the guy wasn’t responsive at all. He simply didn’t bother to reply. After a while, as I was insisting, he stated that – as he has worked hard to fix the bugs – he will not reimburse me.

    I have sent a lot of messages, but the author wants to have the last say in everything. Mainly, if that does not work, it’s my fault because I use poorly coded themes… BTW, I’m sure that the Power Elite Authors at Theme forest, where I did purchase my themes, and who have a 4.82 average rating based on 1061 ratings will really appreciate this comment.

    If you’re willing to purchase the pro version, you better think twice and choose to stay with the free version available in the WordPress repository, or better buy another plugin.

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author Evan Herman

    (@eherman24)

    Thank you for your comments Amar.

    First, to respond to your claims that there is some sort of difference between the free and pro versions – The pro versions shares much of the same code as the free version, but with a number of enhancements (additional features). The code that generates the timeline itself, the CSS and any additional backend feature is exactly the same.

    It’s unfortunate that you choose to air your dirty laundry here in public. As much as I tried to help you, you were unwilling and unresponsive to the support requests. I’m not sure why you were so negative and hesitant to figure out what the problem was.

    I always do my best to iron out any issues or bugs that my users are facing, and work overtime and weekends to accommodate them.

    I asked you what theme you were using and what other plugins you had installed on at least 3 separate occasions, so that I could setup a test instance on my end and test things out – to which I never received a response.

    I asked you to temporarily (2 mins – if that) switch themes to Twenty Sixteen, and re-test to which you refused.

    As much as I would like to, I’m unable to predict how your theme is coded, and have no control over (or knowledge) what other plugins you have installed or how there code is compiled.

    I’m sorry that you had a negative experience, but I find it a bit disconcerting that you would publicly trash our hard work like this. I know that you are frustrated, and I understand that – but refusing support is not necessarily the best way to handle a situation such as this.

    I did try and work with you, over the course of 3 weeks – and over 20+ emails back and forth. I answered all of your support requests in a timely manner, and even sent over complex code snippets to help customize the look and functionality of the timeline as per your requests.

    Per your refund request, I told you I would gladly you issue you a refund if you would allow us to see what the issue is – so we can squash any bugs that you and other users are facing (which other users, including pro users have not reported). I can’t just take your word for it that something is not working – and it would better you, and the entire user base, if I could see what was going on – so I can push out an update, or let you know what is it that may be going wrong. Unfortunately, you have not been cooperative in your efforts to help debug any issues.

    As I mentioned in a number of my emails, switching over to the Twenty Sixteen theme will help narrow down the cause of the problems. It takes 2 minutes to temporarily switch themes, and report back with your findings.

    Obviously, without working with us to help diagnose the issue – things aren’t going to get resolved. Without knowing what was causing the issue for you there is no way to put out a patch.

    While I can’t control how you feel, I can respond to your negative words and harsh criticism – and let potential customers and future users know that I work hard to keep my users happy. If you knew me, you would know that is one of the values I hold close to me.

    Anyway, I’m sorry that you had a negative experience. I hope you have better luck with the next plugin.

    Best,
    Evan

    Thread Starter amar_toulouse

    (@amar_toulouse)

    People need to now before they make a purchase decision.

    I will not have a conversation with you here as more of 50% of what you say in this reply is false.

    You’ve provided the worst customer support I have never experienced. As always you put the blame on me and want to play the nice guy part (which you probably are in private) but this is definitely not what you are from a professional point of view.

    God bless you

Viewing 2 replies - 1 through 2 (of 2 total)
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