Concerns about Company Integrity

  • lhoffman

    (@louishoffmanphd)


    1 year, 4 months ago

    This is a fairly good product and has a lot of potential. I do have some concerns, though. First, we have twice now had issues that emerged with an update that changed how our products were listed on our website. It seems they do not adequately test updates before releasing them. These mistakes happen, so it is not too much of a concern as long as they quickly resolve this. Unfortunately, this has not been the case in my experience.

    Second, and more important, this company has asked me to give administrator access to them. While some tech companies will ask give permission through a remote view/access program while you are on with them (and you can stop them from doing anything you do not want), they asked me to create an admin account where they could have access without me being present or knowing what they are doing or when they are doing it. Furthermore, they are wanting me to send the login information by email. It is tech security 101 to never give passwords or access to a site like this with a company you do not know or to send login information by email. Even just asking this is a big concern for me that makes me question the company’s integrity.

    Third, when there are issues from updates, they should be resolved through updates. It is a problem when they create a problem and then are asking me to do work to resolve it. Instead of an update, they have asked me to go in and do things on the WordPress site to resolve it. This is not just minor setting changes, but uploading and replacing files. Also of concern, they asked me to do this with little explanation. For example, the are asking me to replace a file or the full plugin, but they are not telling me if our current settings would be retained or if we may have to go in and update everything for all our products.

    This company needs to be working on some foundational organizational issues to improve their integrity and customer service. I would be cautious with this plugin, or any product by this company, until they work to resolve these issues.

    • This topic was modified 1 year, 4 months ago by lhoffman.
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  • Plugin Author Pluggabl

    (@pluggabl)

    1 year, 4 months ago

    @louishoffmanphd Thank you for your review and for bringing these concerns to our attention. We apologize for any issues you have experienced with our plugin and for any frustration it may have caused. We take your feedback seriously and are committed to improving the quality of our product and the level of support we provide to our customers.

    Regarding the issues that have emerged after updates, we apologize for any inconvenience this may have caused. We strive to thoroughly test our updates before releasing them, but occasionally unforeseen issues can arise. We appreciate you bringing this to our attention and will work to ensure that future updates are more thoroughly tested.

    In regards to the request for administrator access, we apologize for any misunderstanding. We do not ask for access to our customers’ sites without their consent, since your products were affected and it was an urgent issue to fully understand and quickly resolve that is pretty standard practice for WordPress Plugin ecosystem. We understand the importance of maintaining the security of your site, and we apologize if our request was perceived as a breach of that security.

    We also apologize if our instructions for resolving issues were not clear or if we asked you to perform tasks that were not necessary. We strive to provide clear and concise instructions for resolving issues and will work to improve in this area.

    Again, we sincerely apologize for any issues you have experienced and will work to address the concerns you have raised. Thank you for bringing this to our attention and for your patience as we work to improve.

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