Support » Plugin: All in One SEO Pack » BAD support

  • After purchasing the plugin, it turned out to show Hebrew characters as question marks – not allowing me to see the preview of the product text in search engine.
    I have asked for support and got an answer that they do not consider this as a bug and that they will fix it sometime so they did not want to refund.
    It took more than a month for them to send a zip file to upload to my site to test a fixed version of the plugin.
    It did fix the Hebrew but 2 months later it happened again after an update.
    They support by mail and each answer takes a lot of time…

    I recommend TRYING this plugin before you purchase it – it is BAD with non English languages and the support provided is not good enough.

Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Author Michael Torbert

    (@hallsofmontezuma)

    WordPress Virtuoso

    @djmagicfingers

    I’m a bit in shock at this review.
    You reported a bug, which we fixed.
    You later reported that the bug is back. We were unable to reproduce it on our end, and asked for more details (you never replied).

    What could we do/have done to earn a 5-star review rather than a 1-star review?

    Wow. I’m in shock.

    Good, you should be after providing POOR support and refusing to refund!

    I have bought this plugin late December 2017 and your replies and emails and treatment did not fix the issue (first time) until the beginning of February 2018.
    That is 2 months i could not use the plugin properly after paying for it.

    Yes, this week when it appeared again i reported it and since it was the straw that broke the camel’s back i decided not to continue spending more of my valuable time on it – i will never try to use you malfunctioning software again – i gave you enough time to fix it and you did a terrible job at it and no, i will not help you again re-create this.

    this is POOR and BAD support.

    I am not going to reply to your text that tries to avoid facing the facts – you provided a malfunctioning plugin that did not work properly, you also failed to fix it for 2 months and you have refused my 4 or more requests from you to refund my money, even after recognizing the problem (you called it “UI issue”, not a bug).

    This is BAD support and people considering buying this plugin should be aware to your attitude and beware from you.

    What could we do/have done to earn a 5-star review rather than a 1-star review?

    Well, i see you have changed your reply but the thing you have asked about will not happen.

    The best you can do is deduct the months i have used the plugin (even though i could not use it properly because of the bug) and refund the rest of my money.

    I would rather be a client that understands that your plugin is not suitable for my language than be an angry client that payed for something i can’t use.

    Plugin Author Michael Torbert

    (@hallsofmontezuma)

    WordPress Virtuoso

    The reality is, we’ve provided you with excellent support, despite the fact that you’ve been nothing but rude in all of your communications with our support staff. Now you’re posting a bad review filled mostly with lies and inaccuracies. I’ll be happy to post all the emails as proof.

    I have bought this plugin late December 2017 and your replies and emails and treatment did not fix the issue (first time) until the beginning of February 2018.
    That is 2 months i could not use the plugin properly

    This is a lie. You reported the bug on December 30. On January 1, we offered to provide a quick-fix version just for you. You replied that you didn’t want it because you considered it to be “beta” and would rather wait for the official release. Releases take time.

    show Hebrew characters as question marks – not allowing me to see the preview of the product text in search engine.

    You reported a bug, which was that if the URL contains Hebrew, the characters don’t show up right in the preview snippet.

    got an answer that they do not consider this as a bug

    That is false. We absolutely confirmed this was a bug. What happened is that we told you this was a cosmetic issue only within wp-admin, so that in the meantime, you could continue using the plugin as normal. You then insisted that we were denying that this was a bug, despite our insistence to the contrary.

    It took more than a month

    Development and testing of new releases takes time. I wish we could fix all bugs, even non-urgent ones like this, immediately.

    It did fix the Hebrew but 2 months later it happened again after an update

    We asked you for details about this, as we were unable to reproduce it. You never responded. As we identified the original issue and fixed it, my suspicion is that it’s a caching problem.

    each answer takes a lot of time

    On the contrary, I looked back through your support history, and with some exceptions, most our our replies were within minutes, including on weekends.

    We pride ourselves on excellent support, and obviously want to fix ALL bugs, regardless of whether the person reporting it is a paying customer. I’m sorry you chose to leave a bad review rather than replying to our support staff.

    Plugin Author Michael Torbert

    (@hallsofmontezuma)

    WordPress Virtuoso

    understands that your plugin is not suitable for my language

    This is simply not true. You reported a (cosmetic) bug. We fixed the bug. Months later, you claimed the bug is back. We’re unable to reproduce the bug, and you’re unwilling to provide anything to support the claim. We can’t fix what we can’t reproduce. I suspect it’s either caching or you’re lying, which we know you do.

    I’m not going to be your punching bag, so I’m unsubscribing from this thread. We’ve offered additional support, which you’re welcome to accept at any time.

    Dear Michael 🙂

    I am not going to fight you and your support would not be necessary anymore since your plugin is now being uninstalled from my site.

    Your reply here shows well enough, that you are the one that is rude, and i am sorry for that…

    As i have previously offered when i have requested a refund and cancellation of the purchase, you will never hear from me again.

    I hope other people see this conversation and make the best conclusion from it.

    We do not know each other personally so i do wish you the best, but most of all, i wish for you to get better at supporting your product and also be more fair to your clients so you would not loose them as you lost me (and my WordPress site owners clients).

    Moderator Jan Dembowski

    (@jdembowski)

    Brute Squad and Volunteer Moderator

    Your reply here shows well enough, that you are the one that is rude, and i am sorry for that…

    That’s not the case. And here’s what you tagged the review with that I’ve removed.

    “bad support, beware, Don’t Buy, worst plugin”

    You don’t get to be rude and then make that accusation here.

    I hope other people see this conversation and make the best conclusion from it.

    They will see an entitled person using these reviews to heap abuse on a person who tried to support them. People do read the reviews and your behavior has crossed a line.

    i wish for you to get better at supporting your product and also be more fair to your clients so you would not loose them as you lost me (and my WordPress site owners clients).

    I see a lot of support in these forums. The plugin author supports free users and customers just fine, thank you.

    Give this a read.

    https://wordpress.org/support/guidelines/

    Focus on this part.

    https://wordpress.org/support/guidelines/#the-bad-stuff

    And this part.

    https://wordpress.org/support/guidelines/#being-mod-watched-or-banned

    Please refrain from being rude in the forums going forward.

    • This reply was modified 5 months, 4 weeks ago by  Jan Dembowski. Reason: Grammar fixes
Viewing 7 replies - 1 through 7 (of 7 total)
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