Hello:
Thank you for your review. However, we feel that is probably the must unwarranted and unfair review we have received over the last couple of years. While we do expect a one star review now and again, this should not be one of them.
We provided extensive pre-sales hand-holding and support as well as extensive post-sales support. We spent a lot of time attempting to help you, ultimately determining that the issue was in your WordPress server connection to your email provider. We proved that it was that connection because you were quickly able to establish an email connection to our test IMAP/POP3 servers.
But even though we proved that our product was not at fault, this was not something you were willing to accept and instead DEMANDED that we write custom code to make your situation work. Your exact words to us were:
“you gonna help me with the REST JSON Api, otherwise i want my money back.”
That was the SOLE message you sent to us in that particular piece of correspondence. Of course, we immediately refunded your money because that is what you requested. It was refunded within minutes of your message (and we have the time stamps to prove it). It makes no sense then that you would leave a one star review blaming us for cancelling your subscription when you were the one that requested it.
Now it is up to your credit card company to process the refund that we have already authorized. Any questions about it should be directed to your credit card company’s customer support line and not in a one star review in this forum!
We could not have provided more timely email based support to you. You were getting responses within minutes of any communication to us. And in those cases where you attempted to use our pre-sales chat to get support we quickly directed you back to the support ticket because our pre-sales help is not qualified to offer technical support.
As far as your claim that we were rude, we fervently dispute that. We provided the direct and succinct information you needed in order to go through the trouble-shooting process – in some cases though you were ignoring our suggestions completely. For example, on multiple instances we advised you to double-check with your email provider to make sure you had the right connection parameters and to send us the reply from your email provider – that is something you refused to do. Instead, you kept sending us your outlook configuration or your windows configuration which we advised you was not what we needed. You configured our products in such a way that it was attempting to make an INSECURE connection to your email service provider which is highly unusual in this day and age where the default connections tend to be secure and encrypted connections of SSL or TLS. Asking you to double check that data with your email provider since it wasn’t working is not an unusual request given the circumstances.
Overall, we find that in this instance we went above and beyond what you could have expected in order to help you and it simply turned out that you had a configuration issue that was beyond our control. Writing a one star review because of that is unwarranted in just about every way. Instead of appreciating and acknowledging the extensive pre and post sales support we provided and accepting that the situation was not something that was in our control, you wrote this one star review which is simply a slap in the face to our support agents who tried their best to help you.
We’re sorry our product didn’t work for you – that simply happens from time to time. But writing this kind of a review is, frankly, just spiteful because it does not reflect the service that we provided to you. While we can certainly understand and appreciate how frustrated you must be, it is no reason to trash our product and our company when we bent over backwards to help. In fact if you scroll down this page you will find an extensive list of 5 star reviews which stand in stark contrast to this one.
We hope that you are able to find another product that can work on your configuration. If you need help in finding a competitor product that you can try to work with your email configuration we are happy to help you with that – we already have a list of 8 competitors on our site that you can choose from and we would be happy to help you pick three from that list that may be worth trying.
