Dale Mugford

TL; DR — James was provided a full refund in September after the product didn’t work for his particular website, using Visual Composer.

James purchased the Pro version from us in September, and despite our attempts to get the plugin working for him, it turned out that for his particular website, it didn’t work as he wished it to.

I provided a refund in full, and even left him with the software license in case he wanted to try and get it working at a different time or use it on a different project.

Now, 3 months later, James decided to leave a bad review on the free version’s review tab, after creating a www.ads-software.com account for the purpose.

We spent a considerable amount of time trying to get things working for him, and were unable to— all of this after we had already refunded him in full.

Lastly, we have never and will never pay anyone to review WPtouch positively. Reviews online are wholly created independently of us. I am personally astonished and insulted at that completely unfounded accusation.

BraveNewCode has been around in the WordPress community for almost a decade— we’ve built a solid and respected place in the community by being an honest, hard-working small company trying to create great GPL-licensed WordPress products.

I think it’s pretty egregious to do what you’re doing— considering we’ve done all that we could to help you and have refunded you in full.

Related posts is now an extension in 4.0, you can activate it in the WPtouch Pro settings, under the extensions tab. Your settings remain intact.

Hi!

Did you click the next arrow to process through the wizard? (also these are the free forums, you should login with your account info to support.wptouch.com to post in the pro tickets area).

Are you on windows or mac? What browser?

Hi Sapphire,

I thought I would chime in here and hopefully add some clarity.

Due to the way caching plugins work, no mobile plugin based on theme switching will ever work with them out of the box unless the caching plugins themselves add true and proper support for mobile theme caching in addition to desktop caching.

The way caching plugins work is by bypassing WordPress loading at all. They produce cached html pages from previously visited pages, and serve those on subsequent visits instead of WordPress being loaded and running its dynamic routine for each and every visit.

This of course has many speed benefits, and reduces load on servers considerably, especially on value hosting providers who allocate resources for websites sparingly.

However, since WordPress isn’t loaded, your .htaccess file is the only place where some rules can be added to this file to override this behaviour— if not, the cached files will be sent to all requesting devices all the time.

When you configure WPtouch with Super Cache and add its rejected user agents, you are disabling cached files from being served to the specific mobile devices that WPtouch works for.

If you have WPtouch active and you haven’t added our user agents to the rejected user agents in Super Cache’s settings, in current versions WPtouch— it will suspend itself from running to prevent mobile pages from being cached.

The reason we do this is to prevent WPtouch’s pages from being cached on a 1st visit, then being served to a desktop device and vice versa.

Again, because cached files are served before WordPress loads, Super Cache is serving cached pages to whomever requests them, and doesn’t know the difference between a desktop cached page and mobile cached page— only that its the same url that’s being requested.

All major caching plugins, despite being around for the entire time that WPtouch has, have effectively refused to add native caching for mobile devices when a mobile theme is used. We can’t make them add it.

Instead, with WPtouch Pro, we wrote our own caching solution to offer people such as yourself the ability to cache mobile pages and serve them to mobile devices. Our solution can work alongside a site configured to use Super Cache and setup to reject mobile user agents.

I hope you would see the value in purchasing a license for this functionality. We’re a small company of 5 people, who aren’t millionaires and who rely on making our customers happy to put food on the table. We’re proud of the products we create and the problems we try to solve with them. As with any line of work there are many, many hours of dedication that we put into development for these products. We of course try to earn a living working in software.

It sounds like you have a pretty big site, and that you earn revenue from advertising on this website. I would think if its critical to you to have a good mobile theme for advertising purposes, that you’d see it as a good investment to pay for good products like WPtouch Pro to help you accomplish your business goals.

Thanks for using WPtouch, and for taking the time to post about your issues and help us understand them.

Best,
Dale Mugford
Co-Founder

Sorry we didn’t see this support request here! Normally folks who have issues post over in the support section. Did you get it resolved?

In the Pro version you can copy and customize themes all you like, while still allowing the product itself to be updated, while themes will inherit the new features.

The free version isn’t meant to be changed and customized at the core level, as that prevents updating.

Happy you got it working the way you like though, thanks for using WPtouch!

Yes, WPtouch uses its own themes for mobile devices and not the desktop theme. The main advantage over responsive themes is speed— since WPtouch only sends the files it needs to show for mobile visitors, page speeds are much faster than typical responsive themes, which have extra CSS and JavaScript to handle display for many different display sizes.

Additionally, we designed WPtouch to work alongside many other plugins for WordPress, while most responsive themes have zero support for 3rd party plugins and solutions.

It’s a matter of preference— some customers find that their themes don’t work or look that great on mobile devices, and go hunting and find us— a product that’s designed specifically for mobile.

Since we’ve been building themes designed for mobile for almost a decade, we’ve put a lot of hard work and dedication into providing great mobile experiences for mobile visitors.

Hi! Sorry to hear you’re having issues— you mean that your website’s desktop theme is having issues when WPtouch is active? Meaning that the problem happens in your desktop theme, and not WPtouch?

Great to hear! Thanks for taking the time to review it for us!

Thank you!

If you were running WPtouch and you had caching plugins installed, they might have cached pages with WPtouch showing that were still showing when you deactivated WPtouch. The best way to stop that is to clear your cache plugin’s caches.

If you want to use them with WPtouch, we have setup guides that can help you easily get them working together nicely, available on our free support site:

https://support.wptouch.com/support/solutions/articles/5000537668-configuring-cache-plugins-for-wptouch

As a co-founder, reading this is extremely disappointing for me. You’re likely someone who we could have made very happy, were we up to our usual standards in promptly replying and helping our customers.

I could make excuses I suppose, but I definitely won’t. You won’t have to contact Visa— I’m tracking down your information and will handle a refund for you personally.

My honest apologies— this is, in my opinion, one of the worst things a customer could say about us or our work. There’s no excuse for this poor lack of service, and all I can say is this will be an important review for us in making changes to ensure things like this don’t happen again.

I’ve reached out via e-mail and we can follow-up together that way.

That’s the strangest thing I’ve heard about our plugin. In 6 years! Did you go through the settings? What do you mean by freezing the WordPress dashboard— what happened there?

Hi, I’m one of the developers.

What are the useful things you’re talking about that are only in Pro?
I think it’s absolutely incredible what we give away for free.

That issue is usually caused by another plugin loading jQuery directly— and not using WordPress’ standard enqueue.