• Pretty good plugin, but when I had an issue that support couldn’t resolve, I was ghosted for a while. I found another means of communicating with them. They’re still attempting to resolve my issue, and are doing a good job of troubleshooting.

    If you find that you get ghosted, it may be owing to WordPress forum not notifying the team, which is not necessarily the fault of WordFence. Go to WordFence.com and hit Contact, send email to some of the addresses listed (such as presales), or try their Social page contacts. Or create a new WordPress forum post.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author WFSupport

    (@wfsupport)

    Thanks for reaching out.

    I checked the support thread and though we are limited in the information we can see in the WordPress.org forums I can see that there is a lot of communication back and forth between you and Adam. It looks like several times with a delay of a week or so waiting for your replies. I only mention that to let you know that the way these forums work (which we have no control over) is that new replies don’t move a topic back to the first page of support. It adds the reply but the request stays in the order by the date that it was originally received. That makes it hard to tell when someone has responded. As we continually get support requests, it makes it easy to miss responses to older posts.

    Additionally, I feel the need to let you know that according to WordPress, these forums are voluntary for users and for plugin and theme authors. Their position is that a plugin author may or may not choose to offer support here if they choose. Wordfence has chosen to try and support the free version of the plugin in the forums but you are not guaranteed a timeframe or resolution. We currently have a resolve percentage of about 86% of the cases in the last 2 months. I believe we are in the top 5 plugins that have a large number of users offering support here. As I mentioned previously, occasionally some things here get missed due to the way the forums work and we do apologize. If you need a guaranteed answer in a quicker time frame, then Premium Wordfence may be a better option for you.

    I’ve reached out to Adam to answer your last question regarding which logs he wanted. I suspect it might be the access, error, and php error logs for the server. If so, manually try to refresh the rules first, and then pull the logs so we can see the relevant requests without having to dig for them.

    Thread Starter Better Automations

    (@cdevidal)

    Thanks, if we can bring it to resolution I will edit my review. I tried first to just bump my own support request in that thread, but was told no bumping was allowed.

    Plugin Author WFSupport

    (@wfsupport)

    It won’t bump it. The forums don’t move the case back to the top of the list anymore. 🙁

    Tim

    Thread Starter Better Automations

    (@cdevidal)

    No resolution yet but I’ve edited my review 🙂 If my reply gets missed I’ll contact your team by the other email addresses listed on your site if it gets overlooked again.

    FYI I get email from WordPress on all forum replies so I wouldn’t have to check the front page every time, not sure if you’re sending those emails to the bit bucket…

Viewing 4 replies - 1 through 4 (of 4 total)
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