Poor Customer Service

  • I downloaded the plugin with a free trial for the Professional version. After playing with it, I send an email to Ben asking how to prevent a member from seeing that he has been blocked by others. First Ben said that I need to find a developer for modification on HIS OWN PLUGIN when I believe he was able to do it himself with small custom work or snippet. When I told him this, he falsely accused me of doing it for free when he failed to give me a quote for custom work that I asked for. He took our conversation too personally that he decided to unilaterally cancel my free trial and subscription saying that he could not support what I am asking. Huh? This is an example of bad customer service when the developer allows his emotion to cloud his judgment. My advice is to avoid his plugin if the developer can’t handle customers’ simple requests without getting too personal about it. If Ben can’t do my request, it should leave up to me to decide if I want to cancel the subscription unless I find another developer to do the modification work on the plugin. Not up to Ben.

    • This topic was modified 3 years, 5 months ago by deaf25.
    • This topic was modified 3 years, 5 months ago by deaf25.
Viewing 1 replies (of 1 total)
  • Plugin Author Ben Roberts

    (@bouncingsprout)

    Hi Erik,

    Thank you for your review and for giving me the chance to respond.

    You initially approached us for support, because you asked for a customisation of our plugin. We quickly responded, that we could not make changes as part of our support policy, but you could ask a developer to customise it to meet your specific requirements.

    While we can (and do) make new features available to the plugin code in general, we can’t make changes to signily.app specifically (or any other user’s site), as part of our roadmap.

    You then asked for a reason why we couldn’t just make the change for you. At no point did you ask us for a quote – indeed we would have been very pleased to have done so.

    I replied by asking you to confirm that you were asking us to customise your plugin at no cost to you.

    You replied, “It sounds like you know how to do it but making excuses to tell customer to go find a developer themselves.”

    Unfortunately, we are not able to work for free, and neither should we be expected to. In fact, it is insulting, to hear this from a customer.

    At this point, I made the decision that it was highly unlikely that we would be able to meet your expectations for our plugin. We simply could not do what you were asking of us. I cancelled your trial, as it would have been morally wrong to take a payment from you, knowing that our plugin would not fit your needs. We reserve the right to end any business relationship where there is a clear need to do so.

    Regrettably, at this point you sent an abusive and threatening email to us. The expletives were such that I would not be able to replicate them on this forum. You also tried to extort us into making the changes for you, else “Very Bad review coming up for you”.

    I will not tolerate abusive or threatening behaviour directed towards me, or my team. We DO NOT come to work to be treated in that way.

    I wish you the very best with your site, but on this occasion, your demands were such that we could not enjoy a business relationship together, and your subsequent abuse showed that to be the right decision.

    Ben Roberts

Viewing 1 replies (of 1 total)
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