Beware of this company

Hi @marekop

I’m a little surprised you expect sub 12-hour reply times on the weekend and then choose to rate us bad (which hurts our ranking). This seems unfair, and our site also states reduced support on weekends (which is normal for any small business). Moreover, you sent us 2 other tickets which we replied quickly. During the week we are very responsive.

After exchanging correspondence about the lack of any assistance (I waited 3 days for a response) and receiving a rather impertinent reply from the company, I noticed that my license was deactivated without my knowledge. Unfortunately, this demonstrates a complete lack of professionalism on the part of this company. I provided them with important information regarding potential fixes and improvements related to dynamic variables used in this extension, and after gently pointing out that I hadn’t received a response for 3 days, they maliciously deactivated the license I paid for (a lifetime license). Be cautious with this company, as if they don’t like your feedback or opinion, they will unlawfully deactivate your license.

We wanted to share our side of the story for future readers.

The user first reached out to us with a pre-sale question asking for a discount. We politely informed that we weren’t offering one at the time. The user then mentioned to look elsewhere for a plugin, in an attempt to get a discount anyway. This made for a less-than-ideal start to our interaction.

Despite that, they purchased the plugin and submitted a support request over the weekend. After we didn’t respond within a day (not 3), they immediately left a negative review here.

This was our second interaction, and neither had been ideal. We saw this as a potential issue, so we offered a refund to resolve things amicably and part ways.

The user didn’t accept this resolution and initiated a dispute instead.

For context: our current average reply-time during work days is 7 hours 52 minutes. Expecting this same response time over weekends is unfair. If we would offer support during the weekend, our plugins would cost a lot more.

Man, stop embarrassing yourself. Asking for a discount is a normal thing, and anyone can do it; that’s not the issue here. My client, for whom I had been preparing a project for 2 months, planned to launch a social media advertising campaign on Monday. The project involved many automatic calculations, which is why we decided to use your WP extension. We sent an inquiry regarding the problem with dynamic variables in your extension and expected any kind of response, any contact at all, without expecting an immediate solution. That contact never came. On your homepage, it says that you respond within 24 hours or less, and since there was no response, you received the feedback that you did. You’re lying by saying we initiated a dispute during this time. Instead of providing a solution to the problem with your plugin, you started complaining about our review and demanded that we stop using the plugin. Since I resolved the issue with the variables myself, and my client expected the work to be completed by Monday, we couldn’t stop using the plugin, and I refused your offer of a refund and termination of cooperation. Imagine my surprise when, 3 days after our correspondence began, I noticed that you disabled our (lifetime) license for the plugin and its updates without our consent. I won’t even mention that after 4 days, I still haven’t received any response regarding the issue with the variables, and instead, you’re still whining and feeling sorry for yourself. This is not how a professional company operates, and I would add that I’m not the only one who had problems with your support, as others have also left similar reviews. Disabling the license without notification or our consent is a more serious issue and, I would say, a legal matter. Therefore, I warn other users of your plugin that they are dealing with someone who absolutely cannot accept criticism, and this does not bode well for good cooperation with this company.

@marekop It’s been 4 months i email them and get help on less than 24 hours. I don’t know what you expect but givven them 1 star you pretty rude. Their 2 support peoples also, not only one. Their is Robert and Maarten.

Their answers only this month:
https://www.screenpresso.com/=14APaXNJ9tpg

And Yes, Weekend it’s not a business days! When did you expect they have rest time. LOL!

Well, you are a lucky guy, but next time read what I wrote earlier (there is “reply within 24 hours” on their website and there is no information that they do not work on Sundays, holidays, long weekends, etc.).

I’m now using another extension with real support and a response within a few hours regardless of weekends.

PS. did you get a discount from them for this comment? LOL!