Seems to be falling apart at the seams

  • There seem to be many recent issues with this plugin and system. Until now, it has been fairly reliable, although, more often than not, updates need to be handled manually. That’s OK, particularly due to the price of this system.

    But, recently, I was unable to update the client plugin from the control panel. I was goping through about 20 sites and manually updating the IWP client. At the third site, the update was not manually either. I decided to delete the plugin altogether and also delete the site from the management panel. I then installed a fresh cop[y of the client on the site, expecting to see the familiar dialog box containing the credentials for adding the site to the control panel. Instead, I saw an error message telling me to deactivate and reactivate the plugin. I have done so several times, but it must leave some cruft behind in the database that’s preventing it from generating new credentials, which is preventing me from using it on this site.

    Then, I went to the support forum, only to discover that it has recently been closed and a support email is all that remains in its place.

    No problem – it’s free software after all. I sent a description of my problem to the email provided. I received an immediate, although automated response that, strangely claimed “I am Tauseef”. Apparently, the auto-reply is masked to attempt to look personal.

    But then, the email said that the support department was only open from 10am to 6pm. It’s currently lunch time at US CST. Perhaps the support is overseas, but it really does raise a lot of concerns.

    If you rely on this plugin and system for maintaining a lot of WP sites, it might be time to do some comparison shopping. I hate to leave a negative review, but I feel obligated to let the community know. I will certainly come back and adjust my review depending on how all of this turns out, but the rest of us deserve to know what’s happening.

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  • Plugin Author infinitewp

    (@infinitewp)

    Hi Robert,

    I understand that you have been facing issues recently and we would be more than glad to sort the issues for you. Could you please let me know your email address or ticket# for your earlier correspondence with InfiniteWP?

    The support forum has been recently closed to ensure that we have a single point of contact and to make sure tickets are handled in a priority manner. Also the hassle of switching between too many platforms for different reasons like getting credentials or access to the system can be avoided if everything is handled in one place.

    We have real people behind InfiniteWP and we believe that the best way to talk to our clients is to talk to them the same way we do amongst ourselves. So no wonder we added the touch of personalisation in our auto-responder too. And its true that we are overseas, we are in India and we work from 10am – 6pm Indian Standard Time.

    Ideally we would love to reply as and when we get tickets but with the vast geographical differences it is currently difficult for us so we’ve tried to keep our interactions as human as possible. As we grow and evolve we may provide round the clock services. We have been in the business for a long time now and I’d be happy to clarify all of your concerns if you have any.

    Best,
    Tauseef

    Would have to agree with pmconsulting.
    yes I have worked through a ticket but still no joy, just a lot of time wasted.

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