Very unhappy with slow bug-support

  • Resolved Ronaldt

    (@neejoh)


    4 years, 5 months ago

    I’m creating a new topic because the old topic does not let me reply. We have a bug that has been standing for over two months, and my rant below could somehow not be posted in the actual topic:
    https://www.ads-software.com/support/topic/custom-user-meta-does-not-save-data/

    —
    How are things moving along?

    If it is in testing, can you maybe send the patch for this issue so we can apply it manually until the next update is released?
    Or if we can get a pre-release build, try that?

    We don’t need a full new version with a set of new features, we need a patch that fixes broken functionality.

    It has been over two months and I have multiple clients that are really unhappy with us a company. We as a result are VERY unhappy with the way we’re being stringed along by you (as a company).

    Bugs are not always straight forward and if they’re low in the virtual card house it can have bigger consequences than we can see on the outside. I get that, we’re developers too. But with the time it takes WPMU DEV to work out a bug makes me feel it is very low on the priority list.

    I’m free to choose to either use your free-to-use product or not, I get that too. Many companies publish plugins for free to get the trust of their users so they eventually become paying customers. Not sure if this is something WPMU DEV is all about, but it does not feel like it from this side of the fence.
    We’re an agency that manages 200+ websites where many have scattered plugins like GravityForms and Yoast (SEO) and were hoping to eventually migrate them all over to many of the WPMU DEV plugins to have more of a singular style.

    At first we were very enthusiastic about what we saw and were about to become a WPMU DEV member. But as you can imagine we don’t want to take the risk that if one of your plugins has a bug, we a company will suffer for months and potentially lose face with our own clients because of something we have apparently zero control over (except for migrating away from WPMU DEV plugins).

    I hope you understand where we (as clients) are coming from and truly hope for bug fix soon.

    Regards,
    Ronaldt

    The page I need help with: [log in to see the link]

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  • Hello @neejoh

    I trust you’re doing well!

    I apologize for the incinvinice this issue has caused. I’ve checked with our developers if the snippet can’t be shared I’m afraid, as there are a lot of changes that have been done into the plugin’s code in multiple files, so it is not possible to share the fix as a simple snippet.

    The next release will be out soon. Please note that the plugin requires lots of testing, as we are trying to avoid any issues that could happen in the future and it takes some time to do, to release (as much is possible) a bug-free version of it. This is why we can not provide an exact ETA, when it will be released. For the same reason, we cannot share the beta version of the plugin, in case it has an issue that we’ve missed.

    We would really appreciate your patience as our team is working hard on the next release.

    Have a good day!

    Kind regards,
    Nastia

    Hello @neejoh

    I hope you are doing well!

    We haven’t heard back from you for a while now so we’ve marked this ticket as resolved. If you do have any followup questions or require further assistance feel free to reopen it and let us know here.

    Kind regards,
    Nastia

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