Pro version bugged – Very poor customer service

  • We have a pro version… Hopefully not for long. The plugin buggs time to time, demands lots of resources, clogging backend, sometimes it takes 30-40sec to load admin area… Basically if you know how make it work yourself – that would probably be a solution. Although sometimes you need to contact developer even with a simple question like what is your IP addresses, so I can whitelist them. But no one answers on that. There’s no information on their plugin site either…

    Sometimes when you really want to fix this backend clogging you contact a customer support.

    And… what you get is detached answer that you need better server, CDN, and basically they can’t do anything about it, and you have to go elsewhere to your hosting provider or CDN provider and fix it there.

    It goes even better than that. When you express your unhappy thoughts you know what you are going to get? You are going to get this: “If this answer is insufficient, and you want to cancel, let me know.” And this is the answer from Aert Hulsebos, the developer. And we just paid for the second year of Pro Version.

    Oh, the developer doesn’t appreciate the remarks…. and does everything to actually get rid of you, as a client, a company who buys the PRO version of the plugin.

    And it goes even better. You answer on all of this – well, ok, I’ll go away, you have too many clients and you want to get rid of some – no problem. Give me day or two to find a replacement. We can’t leave our site without a cookie banner, as google will simply penalize our company without cookie banner. Couple of days is not too much to ask, isn’t it?

    No, they want to get rid of you right away. A day after they are sending you some mocking email-reminder about cancellation of your pro license with a little note how happy they will be to proceed: “we will gladly assist with a quick resolution”.

    WOW!!!!!!!!!! Insane!!!!!! That is beyond of my understanding!!!!!! I haven’t seen anything like this before…. Usually developers don’t try to get rid of clients in such urgent manner, don’t send you the mocking reminders trying hurry you up, and refund right away…. very disappointed…

    PS To developers… no worries… I’m hurry up and don’t need to send me another mocking email-reminder about how happy you will be to cancel our PRO license as soon as possible … I’m checking for the new plugin URGENTLY, over weekend it’ll be done!

    I wouldn’t recommend this plugin, and certainly not these developers…. WOW!!!

    Ana

Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Contributor Leon Wimmenhoeve

    (@leonwimmenhoeve)

    Hi @runwaymag,

    Let me start by expressing that we are very sorry to read that you feel this way about our support and the Complianz plugin.

    I understand that your site experienced major issues due to a DDOS attack, that is why you put CloudFlare in ‘under attack’ mode. While in most cases this will effectively keep your site up, it is likely to block legitimate requests as well. Unfortunately that is what happened with your site and caused some (back-end only) 403 responses.

    I have read through the e-mail thread and I see that my colleague Jarno explained that to you in clear and modest language.

    While I understand your frustration with the DDOS attack and the 403 errors, there is very little that we can do other than to explain what happened, and to direct you to CloudFlare.

    As we’re quoting each other, these are some excerpts of your responses:

    I’d appreciate ACTUAL help
    “ok, can you please transfer my ticket to someone else…
    Because you are not helping, and I need help with your plugin…
    you know… developers… even your colleagues know how to help…
    How about I remove this plugin, cancel membership and go elsewhere?
    I am fed up with not working plugin and useless detached help!
    Just let me know if you have “too many clients” problem!

    My colleague Aert responded, explaining the cause of the issues once again, and confirming that Jarno had already pointed out the issue, which is CloudFlare’s Under Attack Mode.

    Jarno’s last reply wasn’t to tell you to hurry up, he just checked in again to ask if there was anything he could do to help.

    I have issued your refund as requested. While I understand that you have now configured another consent management solution, I want to express that we value every user (Free and Premium) and we are always happy to help.

    Kind regards,
    Leon

    Thread Starter runwaymag

    (@runwaymag)

    Oh @leonwimmenhoeve Complianz – GDPR/CCPA Cookie Consent

    I’m terribly sorry for my frustrated feedbacks, terribly sorry for any inconvenience or not understanding simple fact that you are the only one in the world, your plugin is a the only one attached to the wordpress. And if something is not working or not compatible like all other plugins and Cloudflare services everybody is using, that is definitely not your problem, and so little you can do. Because your plugin is working perfectly being totally alone in wordpress environment. Thank you for explaining it to me in clear and modest language to go else where for the solution. I so much appreciated it.

    And I’m also terribly sorry for getting your earful about it. It is not out of disrespect to you or your colleagues I was simply caught by surprise when after my feedback on Aert comment about if I’m not happy, I should leave, your colleague Jarno said that he would be more than glad to refund me. Even though it was not in my intention to leave…

    But you wanted us to leave so fast fast.. Indeed I had no choice but to spend a weekend and find another solution.

    I’m terribly sorry about it… Thank you very much for your wonderful emails, outstanding support… I left with happy heart and sunshine. And I didn’t mind at all wasted time during the weakened looking for another cookie compliance plugin. Thank you for making it happen.

    PS. I addressed you the same way, as you addressed me in all your exchanges. Yes, it’s sarcasm. I hope in this form you or your colleagues won’t feel that I disrespected them in any way.

    Chirio

    Ana
    Journalist, Communication Supervisor of RUNWAY MAGAZINE

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