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NextScripts: Social Networks Auto-Poster
Be careful about paying for pro! (13 posts)

  1. germinus
    Blocked
    Posted 1 year ago #

    I don't know what the policy is on wordpress about support reviews or reviews of product so if this post is against T&C's please let me know.

    Just wanted to tell others thinking about buying the pro version my experience with this product.

    Is the product bad? no far from it, it is a very good plugin, is the support and good? NO......worst support ever, well that's not entirely true, while I was using the FREE version the dev of the plugin was very helpful, however once I had paid for pro I never heard from him again. So in my eyes once he has your money he has no interest in you. Be careful!

    As I said I do not know the policy is about this sort of thing, so sorry if it is wrong.

    I have added a screen shot of the support ticket that has not been answered in a week of being posted, I wouldnt want people to think I was making it up!

    http://www.passlee.com/nxtscripts.jpg

    http://wordpress.org/extend/plugins/social-networks-auto-poster-facebook-twitter-g/

  2. NextScripts
    Member
    Plugin Author

    Posted 1 year ago #

    I apologize for your frustration.

    1. As you may notice we never ask people if they have "Pro" or "Free" version for any support requests. We do not make any difference between users.

    2. Again as you may know we are located in the US and November 22 - November 25 is what we call "Thanksgiving Holidays". Those were not business days, and we do not "officially" work on weekends and holidays.

    So if you open support ticket Thanksgiving morning, it is really odd to make messages like "24 hours and not support" on the next non-business day...

    Right now we have a support backlog from the holiday. I just check and there are about 10 tickets before yours, so somebody will get to you shortly.

    I appreciate your understanding.

    Please let me know if you have any questions.
    Ludwig Van Normainen
    NextScripts.com

  3. germinus
    Blocked
    Posted 1 year ago #

    Well this is not the place to have this discussion, but I will say this.. It is funny that there has been no reply for a week and then within an hour of posting on here I get a reply. I hope the rest of your pro clients do not have to go to this extent to get a reply. I will no longer discuss the subject on a public forum as it is not fair for others. I will let everyone reading this reach their own conclusion.

  4. Reza Shadpay
    Member
    Posted 1 year ago #

    Would like to say to " germinus " and other readers:

    Developers are human too (believe me!), they have personal life, they have family to care about, or whatever happens to us as user it may happen to developers too!

    Beyond WordPress user & developer, we are human. Let be fair and do not judge each other quickly.

    germinus, I'm agree with you that one week and no support is not nice, at least developer could aware users on his support page/website that from this date to this date he is not available. then it was fair.

    Whit Respect

  5. deadhippo
    Member
    Posted 1 year ago #

    Support has been pretty good for me on pro...so far anyway. Understand the frustration though.

  6. bleem71
    Blocked
    Posted 1 year ago #

    Hi,

    I can see both sides of the argument here and would like to add my 'two pence worth'.

    Free support is exactly that 'FREE' and should not be taken too literally.

    If you are using a free plugin then you must respect the author by way of:

    1) He/She have given you something for free - So respect that they have probably spent some considerable time building it. Time for some is free. Time for others is services rendered - hence:

    2) Paid for plugins.

    You have actually paid to help keep the developer interested in progressing and future proofing his/her work, and also for their time in doing this. Usually the support is free because you have paid them for their work - unless otherwise stated in their terms and conditions.

    3) Treat people how you would like to be treated yourself. This goes for authors and customers. (Paid or Free users)

    By this I mean:

    Authors - respect the people that have paid you for your time and services offered. Most are not mind readers. A simple note to say we are on holiday for a week would be a good start.

    Users/Customers - Respect the fact there probably are many others in front of you in the queue waiting for help and support, which means you might be waiting a while for your questions to be answered.

    Ultimately - Communication. Communication is the key to everything Good.

    Regards

  7. technicalcrap
    Member
    Posted 1 year ago #

    Paid for the $150 plugin version. Doesn't work. 24 hours and no response from support, which I find disturbing as response was awesome for free version. Not happy...

  8. NextScripts
    Member
    Plugin Author

    Posted 1 year ago #

    Hi William.

    Ticket #666585 was opened on 12/12/2012 5:34 pm right now it's 12/13/2012 3:05 pm, so it's not "24 hours and no response" yet.

    Also in the "upgrade" email it's stated that "PRO"->"PRO for WPMU" upgrade can take from 1 to 24 hours. Your site needs to check for the new API version and download upgraded code.

    You can also just double click the word "API" in the version number to get the upgrade right now.

    Ludwig.

  9. NextScripts
    Member
    Plugin Author

    Posted 1 year ago #

    Also, just to close this discussion.

    - We never ask people if they have "Pro" or "Free" version for any support requests. We do not make any difference between users.

    - In the "License Agreement" it's clearly stated that we are officially available only during business hours M-F EST.

    - We never promised 24/7 support. We do not promise any special support response times, but we are trying to attend all requests as soon as possible. If we have a lot of requests, it might take some time, if not you can get the answer in just several minutes.

  10. technicalcrap
    Member
    Posted 1 year ago #

    My apologies Ludwig,

    I did not read the email as I used a different email (my wife's PayPal) to pay for plugin than I use for daily use. I had no idea that there would be a wait period. I scoured your site looking for info and i did not find that tidbit of knowledge anywhere. So, we are both to blame.

    All is good and I will give your plug 2 thumbs up.

    William

  11. royalmicer
    Member
    Posted 1 year ago #

    I also experience poor support. Support tickets remain unanswered after weeks, even my emails don't get unanswered.

    I have a problem with Google post all being blank since 7 dec. send thru screen shots, emails 3 support tickets but no help received.

    Great plugins -- louse support

  12. NextScripts
    Member
    Plugin Author

    Posted 1 year ago #

    Hi Michael.

    I am sorry, but your case is not a case of poor support. You simply can't call 41 ANSWERED support queries "poor" support. You are using our plugin on 31 websites and most of your websites are seriously messed up by another plugins and I don't know what else.

    You got the plugin last June. We spent hours debugging your websites and we got installed and configured.

    You changed something in July, we spent several more hours and made it working again. For free. You broke it again in Aug and Sept and we fixed your sites again and again and still for free.

    We were trying and still trying to help you as much as we can, but we can't spend all the time getting though your broken websites.

    Also you are extremely unpolite person. You are using a lot of curse and "F" words in your support requests. This does not motivate us to attend your problems faster.

    So all I can say is please be patient, we will get to your problems as soon as we can.

    Ludwig.

  13. royalmicer
    Member
    Posted 1 year ago #

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