Buyer beware! No support for pro version

  • City Homestead

    (@cityhomestead)


    5 years, 2 months ago

    Plugin fails to update. Posts not going out to mail list when a new post is added to the blog.

    I have this plugin (paid version) on a customer’s site and there is absolutely NO support. I know they are getting the email because there’s a tracker on it. So, the bottom line is they ignore support requests.

Viewing 6 replies - 1 through 6 (of 6 total)
  • Plugin Author itdoug

    (@itdoug)

    5 years, 2 months ago

    @cityhomestead,

    Very sorry about that. Your ticket went to our Free queue. Perhaps you used the contact form on the site instead of logging in to the store to submit a pro ticket request. I found the request and will respond today.

    Thread Starter City Homestead

    (@cityhomestead)

    5 years, 2 months ago

    Perhaps there was no other choice. My client couldn’t log in, and couldn’t access the pro site, and tried to reset the password, but it wasn’t working. No email showed up and she tried more than once. You have no phone support, so that was the only way I could get your attention.

    Plugin Author itdoug

    (@itdoug)

    5 years, 2 months ago

    I responded in our ticket system. Did you get my reply? Your license had expired. Please let me know whether you received my last response. I sent it right after I posted here last time.

    Thread Starter City Homestead

    (@cityhomestead)

    5 years, 2 months ago

    It seems you should have something installed that notifies your customer, on their WordPress dashboard) that their license is expired. My customer didn’t get a message. Instead, she has 4,000 subscribers who were complaining that they didn’t get notifications when she posted.

    Can you look into something like that? I even went to her Web site to see what the problem was, and there was NOTHING telling her she needed to renew a license. It just said there was an error.

    I will be happy to change my review if you can figure out a better customer support system. When a person’s account is shut down and they can’t log in to your support, and they have to use the free form, only to get no response, does not seem fair.

    Plugin Author itdoug

    (@itdoug)

    5 years, 2 months ago

    I’m very sorry that you had a bad experience. I will look into whether there is a notification in WordPress that the license expires. I honestly can’t remember.

    We do send an email though 30 days before it expires.

    I will add that the license is perpetual, so even when expires it doesn’t stop working. However, there can be updates that address issues and I think that’s the case here. In other words, if the latest version was installed it might have prevented the issue.

    Could you check one thing for me? Could you confirm that the registration key is activated on the Pro tab?

    We should also check to make sure you are getting messages from our store. Occasionally, an address will bounce or mark something as spam and we will disable sending to it. I think I can get the email from the open ticket you have and I’ll check that too.

    Hope we can make this right for you and again I apologize for all the trouble you are having.

    Plugin Author itdoug

    (@itdoug)

    5 years, 2 months ago

    We investigated the missing message for an expired code and discovered that there is a bug that is preventing the notice from displaying. We have assigned it to a developer to fix. I don’t have a date yet for when, but I will follow up when it’s released.

Viewing 6 replies - 1 through 6 (of 6 total)
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