Plugin doesn’t work, company won’t provide refund

Hello @lizhersh ,
I’m really sorry you feel that way but it’s a bit unfair to us. We don’t have other access to your system except screenshots you send based on which we reply. And after every reply from us within few hours you stop replying back for days which automatically closes your ticket after few days with no answer. And that’s what placed you out of the refund period as detailled in our refund policy.

I don’t deny our plugin requires time to setup but we wrote many tutorials and some videos to help anyone getting started. And if that’s not enough, our support team is always there to help. And as offered yesterday, if you can’t take the time to follow our videos or check our documentation, we can setup a teamviewer meeting to guide you through it.

As I mentioned in my initial request for a refund, there is a global crisis called COVID-19 occurring. We are experiencing a high volume of requests from our clients, which means our time is spread thinner than we’d like. Hence why it took a little longer for me to reply.

At little compassion and understanding go a long way, but apparently not every company is willing to be flexible.

I’ll reiterate: I was consistently sent links and videos in response to my questions. It was only after I requested a refund that they offer any sort of screen sharing to solve the problem, at which point we already started exploring other plugins.

Yes @lizhersh we’re aware of that global crisis called COVID-19. In fact you’re not the only one affected, we are too. We did our very best to stay online and help our clients on time and even our weekends to keep everyone functional. So yes compassion and understanding go a long way but that goes both ways.

And to get back to this issue, we sent replies as well to everything you sent, within hours. But let’s face it, there are many things that could go wrong and cause our plugin to malfunction from server settings to missing plugins such as woocommerce or corrupted installations . That’s why we requested a teamviewer meeting so we can see what’s going on really and solve this once for all. But that meeting never happened.

So you can blame us if you want or you can decide if you want a working solution. The choice is entirely yours. But we won’t provide a refund after the refund period expired because your project was cancelled. That’s simply not how it works.

For those exploring this plugin and reading this thread: I also attempted to use the plugin on a brand new staging site – fresh WordPress install and nothing to cause malfunctions. Still didn’t work. After I took that step, it was clear that this plugin wasn’t going to work.

It’s definitively strange I give you that. Yes thousand have been able to use it and are still using by renewing their subscription every year. I know we cannot make everyone happy but the reviews and customers stories on our site tell another story.

I sincerely hope you’ll be able to find a working solution for your client. We’ll take this whole thing as a valuable lesson and work on improving our support and how to prevent such experience from customers in the future.