Terrible experience

  • Had problems from start – amount they charged me was different from price shown on payment dialog – although system accepted my 30% coupon, they charged me full price. At first, they didn’t want to refund, but on the end they have refund me difference.
    For now, backup is working OK, but cloning and migration doesn’t work with my sites. Only support they have is via email, and it needs days to respond.
    For a last 3 days my account is declared as trial and I have no backup at all, and there is still no any kind of answer on my emails. I’m really desperate about this.

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  • Thread Starter terrafirma

    (@terrafirma)

    Few hours after review, they have activated my account. This is the message:
    “Sorry for the delay in getting back to you, our team is on a holiday.
    The WPTC plan was automatically cancelled, since the subscription renewal was cancelled via paypal dashboard.
    We have now reactivated the WPTC plan, Kindly check now.”

    Plugin Author WPTimeCapsule

    (@wptimecapsule)

    Hello,

    Sorry for the experience, I am sure, we do have some scope to improve certain issues but I want to clarify a few things here.

    We actually removed the 30% discount and it was an error that was coming related to PayPal. And though we didn’t have the offer running we still kept our promise and refunded the 30% and we had all the intention to do it though we wanted to clarify the exact problem with a little bit of communication.

    PayPal handles cancellation as cancelling the plan immediately, which we are working with them to get it sorted, so your subscription went into the trial mode since you cancelled the subscription with them.

    The timing was a bit off, where the whole team was away taking a break which we do only once a year from Dec 25th – Jan 4th. So there was a delay from our side in getting back to you. From our records, we have gotten back in less than 12 – 24hrs with all our previous conversations before the holiday.

    As of now, I don’t see any tickets or conversations of outstanding Staging issues, I hope its all good now. I know the sequence of the events made us receive the rating as you can see few things were beyond our control. I hope this explanation would help you to reconsider your review. And we are always listening and we take customer happiness seriously. Wishing you a happy new year and lots of success.

    • This reply was modified 3 years, 10 months ago by WPTimeCapsule.
Viewing 2 replies - 1 through 2 (of 2 total)
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