[Plugin: Tribulant Newsletter]: Some bad experiences with the company

Great, I’m glad to hear that Ondrej.

We will continue to communicate with you via the helpdesk and email.

Please remember to post back here with positive feedback if you don’t mind. Hopefully you’ll agree that we are not trying to cheat anyone and that we always try to support our customers to the best of our ability.

All the best,
Antonie

?? We purchased the plugin a few weeks ago for a site I’m helping with. When I found it wouldn’t allow buyers to purchase without logging in unless I bought another extension, I decided to ask for a refund. The reason for the extension was explained to me and it seemed reasonable, dealing with wordpress requiring creating a user account. I decided to stay with it as well as buy an other extension to help make the site easier to secure with our SSL certificate.

Since then I’ve run into a number of issues and the team there has been very responsive. However, I keep running into different small issues with different browsers and can’t continue to put time into a project that needs to be completed right away.

I asked for a refund again. Bad news I was told, I’ve gone past the short 7 day refund time. Beware.

Thank you for your post, John.

We carefully explained to you that customers can purchase without having to register/login using the guest checkout but it is not an option when using digital downloads since the downloads purchased are protected behind login, thus the customer has to register/login if you’re using digital downloads.

We spent hours and hours trying to help you and show you how to use the software and we set it up as well but you kept changing the settings and deleting pages so we didn’t know what to do anymore.

Our refund policy is clear. We have a 7 day cash refund. If for any reason you are not happy with the software within 7 days, you can have a full refund for the money you paid. If it is after 7 days like in your case we don’t do a refund unless we really feel it is reasonable which it wasn’t.

All the best,
Antonie

I’m a current customer of Tribulant Newsletters. I bought the developer’s license, if anyone wonders. I’ve now been working with it for about 2 months, and have successfully set it up.

In a nutshell, it’s worthy, and I would recommend it to people.

It will probably take a bit longer to set up than it first will seem, and the worst complaint I have is with it is the registration method for paid newsletter subscriptions – BUT – they’re working on that and I believe them. They have been nicely responsive in all the times I’ve used their support system, and there HAVE been times when I’ve almost just used that as a chance to complain. Despite that, they have always been friendly and as helpful as they can be, I think.

So to sum up: there ARE peculiarities with their software, but it’s a solid product and very powerful.

Thanks for your response as well Antonie.

I understand you’ve spent hours working with me, because I was also spending many hours trying to get this set up and kept running into additional problems. When I discovered that delivering digital products seemed to be more of an afterthought than something specifically designed into the product, I was willing to work with it because of the design of most other features in the product.

You guys have been responsive overall, but working with a deadline and having our working hours being almost opposite of each other, due to time zones, didn’t help either.

As a paying customer, I found that 7 days is enough time to find out if you like the product – testing it out online on your site is not at all the same as using it on my site. What I didn’t realize until it was too late, was that I wouldn’t discover the issues with cross-browser compatibility, etc. that I ran into. By the time I discovered this, my very short guarantee period was up.

Telling me that I can use this on any other future project I choose is a very nice way of telling me to screw off. I doubt I’ll choose another product with such a short guarantee period in the future. Although I guess that’s one way of retaining customers.

All it all, I went from being relatively happy with your product to very dissatisfied overall. I don’t plan on using it later and don’t recommend it to anyone else.

Thank you for your response, John.

I hear what you are saying.

You can use this plugin on any other project of course. If you want to use it on a different site, please update your ticket and we’ll issue a serial key. We never said that you cannot use it on a different project, that is false.

We have a full and open online demonstration and pre-sales support so that you can use the software before buying it and ask us any questions about the software which might be unclear. On top of that, you get 7 days to use the software on your server and decide if you want to keep it or not. I think that is more than enough to justify the policy.

I’m sorry that we have lost you as a customer. It would’ve been much more pleasant if we could fulfil your needs and keep you as a customer but that is not the case since you made up your mind about it and I understand your statements.

All the best,
Antonie

Antonie,

Am I missing something here, or did you just say the same thing all over again? Did you even read my comment?

Thank you for your response, John.

Yes, I read your comment.
I replied to your statements in your previous message, that’s all.

If you want to discuss this further, why don’t we meet via email, Skype, our helpdesk or phone rather than having a public dispute here?

All the best,
Antonie