No support offered by Wordfence during Christmas period

  • Resolved sjjan

    (@sjjan)


    9 years, 11 months ago

    Even though we are a paying/premium customer of Wordfence and “protect” our websites with their Wordfence plugin, we have several of our websites being hacked. Trojan horses were installed and we were blacklisted by Google, even though we tried so hard to keep all the plugins and WP version up-to-date. Now we do not understand that a company like Wordfence can just not respond to their customer support requests for now almost a week! They are just gone for Christmas. Unreliable and we had to revert for some of the websites to a competitive solution that offered us 24/7/365 support and helped us clean the first few websites from the malware that was installed. Seemingly the Wordfence stuff looks great and gives you the idea that it is protecting you, but doesn’t do its job. Then asking for help does not ring an answer at all. No response, no e-mail, nothing, nada. Disappointed.

    https://www.ads-software.com/plugins/wordfence/

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author Wordfence Security

    (@mmaunder)

    Hi there,

    Sorry you’re disappointed. We’ve put a message at the top of our forums regarding the xmass/new year level of support. There is also a message that you receive in an automated response. We are actually working during the holiday season and many companies are not. We’re just responding a little slower.

    We don’t offer 24/7/365 hands-on support. We don’t offer hands-on site cleaning. So what you’ve found is not a competitive solution. I’m sure it’s significantly more expensive than $39 per year which is what a Wordfence license costs.

    Sorry your site was hacked. Please work with the company you’ve found to clean the site. If you need any help with our product specifically, please log a support ticket and we will get to it. If you have discovered a new infection, please share it with our team at [email protected] and we’ll add detection for it.

    Regards,

    Mark Maunder – Wordfence Founder.

    Thread Starter sjjan

    (@sjjan)

    You are stating at the top of your auto-reply to the support tickets I have filed almost a week ago “Please allow extra time for our customer support team to investigate and resolve issues between December 24th and January 1st during the holiday season.”. We all understand that the Christmas period is not a normal period, but no response for 6 days in a row while one after the other website is beging hacked (all were protected by your premium service of 39$ per year) is not nice. If you have that many people depend on your products, stepping away for a week with no response is not normal to me. That being said, the Sucuri.net product costs 50-60$ per site which is not a pain if websites are brought down on which in our case the aviation industry is depending for their flight planning.

    Your software/plugin is missing major hacks and malware vulnerabilities. I really love your product and the interface, but in the end it does not do the job.

    “If you need any help with our product specifically, please log a support ticket and we will get to it.” I did, but no response for days in a row. Only now I post on www.ads-software.com do I get a response (WordPress Premium Support tickeet [5044]).

    Greetings,

    Sjoerd Jan ter Welle
    Business onwer – AeroPlus Aviation Software BV

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