Terrible customer service

  • After using the plugin for a few months, none of my other 77 plugins can be updated because every time I want to update any plugin that needs updating, then the CheckoutWC plugin pops up with a message that I need to explain “Why do you want to delete the plugin”. This happens to all my plugins that got nothing to do with the CheckoutWC plugin, which is a major fault because if I click “Ok” then all plugins will be deleted from my website. Can you even imagine the chaos?

    I contacted Cliff and, as another complaint correctly indicated, “he had us spending our own time testing their own fixes, we kept hearing excuse after excuse”. With no explanation neither answers to my questions, he just gave me a link (that cannot open) and said “try this”. So we now need to test his products. After complaining again about his poor response, I got another (rather sarcastic) email full of technical jagar that I understand nothing of. And the plugin is still not working – and I don’t think it ever will as the owner clearly don’t care much about neither about his work nor his customers. So I will need to look at something else. This is now only a waste of money and time.

    Update: Since I have deactivated the CheckoutWC plugin, my website run as normal and I was able to update all other plugins with no issue. This indicates that the issue clearly is with the CheckoutWC plugin – which the owner don’t want to accept responsibility for.

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  • Plugin Author Clifton Griffin

    (@clifgriffin)

    Hi Blauw,

    Disappointed in this review. You have fabricated quotes from me that simply didn’t happen. We are a small company and these reviews can be very damaging to our success.

    To provide context for others: You had an issue with WP Engine and a recent release of our premium plugin. However we weren’t given adequate information or access to their site, which made solving the problem difficult. (It always is when we have a single report of an issue)

    I sent you a patched build and asked you to test if it fixed the issue, however you responded “Is this the best answer you can give me? To ‘try’ something else and use me as a guinea pig to test your products?” (direct quote)

    We were able to resolve the issue speedily once another customer with the same issue provided the necessary info. I will confess to being rude by asking bluntly “I don’t understand what you are asking”. I should have been more patient and not reactive to the tone of previous emails. That isn’t the standard I hold myself to for support interactions and I apologize for being terse.

    I did own that and apologize. (Quote: “I apologize, I was a little frustrated by your last email because I had been asking for testing and wasn’t getting a response.”)

    Reviewing the emails, I also see that I missed where you had said that you were on WP Engine. But that was after we had already published the fix for WP Engine and without access to the site there was no chance we could have fixed it faster if I had noticed that answer.

    I also would contest the idea that CheckoutWC damaged your site. While it was obviously inconvenient and obnoxious that our modal window was displaying when trying to update other plugins, it didn’t prevent the plugins from updating. (This was not immediately obvious so you may not have noticed)

    I am not aware of any other issue you had with the plugin that would constitute damage. The base functionality of the plugin as pertains to your checkout page would have been unaffected by this. And as you mentioned, deactivating the plugin (which was not impaired) fixed those issue.

    I’m sorry that you had a poor experience with CheckoutWC. We don’t always get it right, and I fully own that we could have handled your inquiry better. I wish you the best with your store.

    Best,
    Clif

Viewing 1 replies (of 1 total)
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