Support » Plugin: KB Support - WordPress Help Desk » Company does not provide email support or code updates for PHP 8

  • Scott Paterson

    (@scottpaterson)


    I’ve waited 6 months for this plugin and their extensions to support PHP 8.

    I’ve contacted them over 10 times about this topic on different occasions. I’ve provided exact code that their developers could use to fix this issue. I’ve created Github tickets and provided many screenshots. Their response was basically “We do not plan on supporting PHP 8 at this time. We might get it to at some point. Why do you even want to use PHP 8?”. My response was: speed, security, it’s the future of PHP… I thought that would be obvious to a developer.

    Currently they will not respond to my support requests, even thought I have purchased their lifetime license on their site.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author Cristian Raiber

    (@cristianraiber-1)

    @scottpaterson – Hi, Scott,

    thanks for posting here, again.

    I’ve provided exact code that their developers could use to fix this issue

    – could you be so kind to provide an exact link to this? From what I’ve seen in the past, you haven’t done this but implied it “should be easy” to do so, even though we’ve explained, numerous times, that until Google decides to patch OpenSSL with PHP 8.x, there’s not much we can do about it.

    I thought that would be obvious to a developer.

    – we’re not all developers and this is NOT a developer-focused product.

    Currently they will not respond to my support requests, even thought I have purchased their lifetime license on their site.

    – that’s, again, a false claim. There’s no point in replying with the same answer, over and over, and you claiming you’re not happy about it. We’ve done this, repeatedly. You seem unable to accept the fact that it’s outside of our control.

    YES we do offer support for our product. YES we will support your lifetime purchase. NO, we will not be forced into doing something we don’t believe is either right for our product nor actually possible (the current scenario).

    Badgering us about getting PHP 8.x in KB support faster, just because you think it’s all about: “speed, security, it’s the future of PHP” isn’t going to happen any faster by leaving a 1* review.

    It’s your right to express your opinion here and I truly appreciate you taking the time to do so. I reckon you must be busy with all the plugins you’re submitting “exact code that their developers could use to fix this issue” …

    I’m sorry to have to say this again – but the PHP 8.x support will be added when OpenSSL will be patched to work with PHP 8. Until then, I’m afraid there’s nothing we can do about it.

    Take care and stay safe!

    Warm regards,
    /Cristian.

    Plugin Support mplusb

    (@mplusb)

    Hi Scott!

    Thank you for taking the time to share this review.
    If it’s ok with you, I would like to take a moment to touch on your points because I think there are some things that are worth clarifying.

    I’ve waited 6 months for this plugin and their extensions to support PHP 8.

    As Cristian mentioned in his reply, as much as we would love to help you ASAP, PHP 8.x support will be added when OpenSSL will be patched to work with PHP 8.
    We would never intentionally overlook an issue if we could fix it. However, this is currently out of our control.

    I’ve provided exact code that their developers could use to fix this issue.

    I must say that I looked through our GitHub tickets and only found one ticket related to this issue, you can find it here: https://github.com/WPChill/kb-support/issues/168. I was unable to find the solution you mention. Is it possible to send us an URL/screenshot with it?

    Their response was basically “We do not plan on supporting PHP 8 at this time. We might get it to at some point. Why do you even want to use PHP 8?”.

    This seems a bit disingenuous and unfair. We offer stellar support and our support team has tried to help you to the best of their ability given this issue is actually outside of our control.

    Nonetheless, we really appreciate you sharing your feedback and experience.

    Respectfully,
    Mihaela

    Thread Starter Scott Paterson

    (@scottpaterson)

    1. As you can see here PHP IMAP version 1.11 supports PHP 8:
    https://github.com/ddeboer/imap/releases/tag/1.11.0

    The issue was closed on Nov 30, 2020: https://github.com/ddeboer/imap/issues/481

    This is not an issue with “Google”. All you need to do is update the library in your plugin. It would take under an hour to do.

    I sent you a detailed email that explained this clearly. That email has logs and screenshots. Did you even read my email?

    2. “We offer stellar support” You definitely do not. You stopped replying to my emails.

    Plugin Author Cristian Raiber

    (@cristianraiber-1)

    1. That is taken out of context and just phrased in a way that makes it look like you’re right about this. I’ve explained, in detail, via email, why this is just part of a solution and it still wouldn’t work. We’ve made, internally, several tests with both libraries and the issue persists.

    Because it’s not an issue that’s coming from PHP IMAP, but rather from the openSSL version that’s bundled with PHP IMAP and how Google is treating it.

    2. We haven’t stopped, we’ve just taken longer between replies. You kept trying to force us to do something we couldn’t technically do. There’s no point in replying to the same inquiry, over and over, when we’ve spent about 15 development hours just trying to find a solution, and hitting the same wall. It’s not currently supported and it’s out of our hands.

    You just wanted to get your way with us and weren’t able to do so. Hence, the LTD purchase you made in March, dispute you opened with PayPal today claiming “product is unsatisfactory” and refund we gladly offered.

    As of today, you’re no longer a client of KB Support – this means, the bullish attitude towards us and our business has come to a halt.

    Sometimes, clients and businesses are not a good match. It looks like this is one of those cases. I’m happy you’re no longer a client. Your attitude towards is exactly what the OSS industry DOES NOT need.

    Thank you for taking the time to read this.

    Sincerely,
    Cristian.

    Ok friends.
    We’ve had the review, a couple of comments from the publisher. And now another round of comments from both sides. I’m going to close this topic for further replies here.
    @scottpaterson can any time write a new review, should that be needed, but in my view this particular thread can be closed now.

Viewing 5 replies - 1 through 5 (of 5 total)
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