When will Nextgen repair Imagely Lightroom Plugin?

2 weeks ago we contacted Nextgen, because Imagely’s Lightroom plugin stopped publishing pictures to our website. Netxgen responded, this would be due to a broken Let’s encrypt SSL certificate. This is critcal to me because of a project (an e-commerce platform for photos on a special theme) being in the final phase of realisiation, which has to be presented to the director’s board of may customer in a few days.

Now, 2 weeks(!) later, the issue is still not resolved, the plugin is still not working, despite ALL customers using this plugin are affected! I can’t beleive that poor level of customer orientation.

In the meantime my sustomer is threatening me with project cancellation and financial compensation for not being able to complete the job in time – without my fault in any way.

Nextgen just provided as a “workaround” to publish the pics within the plugins dashboard – I wouldn’t have needed that “help”, but this is impossible for hundreds of pictures and then assigning description texts and categoris/tags to them manually. The Lightroom integration was THE central reason to use Imagely and THE pre-condition to realise this project with hundreds of tagged, categorized pictures – and now it stopped working for weeks!

Nextgen only says, they are “depending on someone else” to fix the problem. No binding perspective of a deadline, when the problem will be fixed. Anyway I am a paying customer (I have a lifetime license) and I guess not the only one affected. This is really annoying. Can Nextgen afford this kind of customer frustration? Will I get my money back for the time of malfunction?

What can I tell my customer, who is harassing me with daily and increasingly angry phone calls?

And most important: Will Nextgen compensate me, when my customer sues me?

But as a precaution for such cases it is impossible to find an official contact on their website to ask that questions. Respectable EU companies are holding imprint informations on their sites for similar circumstances, but this seems not to bother US companies, they seem to work on a “america first – what do we care about the rest of the world” philosophy.

Really frustrated and disappointed greetings
Christian