Support » Plugin: MultilingualPress » disappointing support

Viewing 9 replies - 1 through 9 (of 9 total)
  • Please do not use this review area to review anything but the plugin MultilingualPress Free.

    The pro support forum wouldn’t help you, because the topics over there about features that are not even part of the free version.

    You can read our docs and the development blog. If you need help with the free version, use the support forum for that.

    Moderator Jan Dembowski

    (@jdembowski)

    Brute Squad and Volunteer Moderator

    @mevelardi if you’ve a question about the plugin then you really should avail yourself of the dedicated support sub-forum here.

    https://wordpress.org/support/plugin/multilingual-press#postform

    You can always leave a 1 star review. But the WordPress review section is not “Famous Book Seller Turned Online Store” and users can and do read your review as well as the author’s reply.

    @mevelardi:
    I don’t understand what you’re complaining about: a free plugin here which gets support here. For any premium version of it or whatever, don’t complain here, it’s not the place for it! Do not mislead other users with such “reviews” (that I personally don’t consider as such).

    Thanks, Dave.

    (I’m Head of Support at the plugin shop where we host and support the paid version of MultilingualPress, and I think this review could use a bit of context to give other users a chance to understand what might have gone wrong for @mevelardi.)

    All the support forum was visible but answers/solutions are fogged out.

    It appears this has been a major misunderstanding as @mevelardi clearly relates to our private support forums for the paid version of MultilingualPress (which is labeled MultilingualPress PRO).

    Those forums are “fogged out” (blurred) for a reason, though. They are for paying customers who have purchased a PRO license, and it wouldn’t be fair to just expose all their data and issues to the public. (What would they be paying for, after all?) I am convinced the plain fact those private forums exist and are not publicly accessible can’t be a valid parameter for any rating of the plugin itself whatsoever.

    However, as @mevelardi was obviously looking for support for the free version of MultilingualPress available here on wordpress.org, he/she was simply directed to the wrong place.

    While we don’t think we’ve done anything wrong in particular, we’ll take this review as a challenge to evaluate how we can do better directing our users coming from wordpress.org or from the plugins page in their WordPress admin to the Support tab on the plugin page.

    Thanks,
    Caspar

    Thank you Caspar for your reply. I have been looking for support in several places before giving up on this plugin, and I always ended up on those fogged pages. However I remain of the opinion that it is always useful to let the forum open to read, as many developers do, and set posts with private info as private conversations/messages. As I said I started using the free version, to evaluate purchase and in this case it is important for me to have a look at support forum to identify major and/or recurring issues and therefore suitability for my project and skills. After all it requires a not-so small commitment on my side in terms of $ but especially in terms of site architecture and mngmt.
    @jan I think support is indeed a valid, and important, parameter to rate a plugin
    After all WP is an open source, made exactly to make web more accessible in this context code solutions behind paywalls seems a little bit a contradiction.

    Moderator Jan Dembowski

    (@jdembowski)

    Brute Squad and Volunteer Moderator

    @jan I think support is indeed a valid, and important, parameter to rate a plugin

    I’m glad you agree with me. 😉

    After all WP is an open source, made exactly to make web more accessible in this context code solutions behind paywalls seems a little bit a contradiction.

    Not contradictory at all. The code is open source (GPL’ed) but services such as forums, KB articles, etc. do not have to be. The authors putting any part of their own forums and site is their prerogative and these has never been an open source requirement to provide free support.

    It’s great when that support and resources are free but it really is up to the authors.

    code solutions behind paywalls seems a little bit a contradiction.

    That’s the reason why we don’t do that. All existing code solutions for the plugin MultilingualPress Free – the plugin for which this review area was set up – are accessible without any restrictions.
    The Pro support forums are for features of another product, their content wouldn’t help at all when you want to customize the Free version. 99% are about HTTP redirects, the visual editor and compatibility of these features with other plugins.

    We even went the extra step and set up a dedicated blog for tutorials, discussions, free add-ons and background information. How many other plugin vendors are doing that?

    You are essentially reviewing a tiny part of our business with another product, not the plugin MultilingualPress Free. I think this is not fair.
    You have found and used other plugins support forums in the past – why haven’t you done that this time? We answer every question. I have spent endless hours to solve exotic problems that weren’t even caused by our plugin just to make sure that our users can run their sites. Image how I feel about this kind of feedback …

    For all other readers: We always have and always will give full support for the Free version. Our forum is linked on the plugin page and it is the first match when you search for it. Please use it to ask for help before you leave a review. We will solve your problem.

    If you have any question about the Pro version, please use our contact page.
    Besides that: when you buy the Pro version and are not happy, you get your money back. Of course.

    diywebmastery

    (@diywebmastery)

    I think it would be a good idea to remove your 1 star review @mevelardi. It doesn’t help others trying to evaluate the plugin.

    I was looking for a translation solution for a customer of mine. i always look at the ratings. Your 1 star misled me. There are not so many evaluations here so yours as a significant impact. Please, remove your 1 star !

Viewing 9 replies - 1 through 9 (of 9 total)
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