Support » Plugin: 10WebSocial » DO NOT Upgrade – poor support, broken product

  • “Premium” version of the plugin was broken. Support lied to me saying the issue would be escalated and that I would receive a response within 24 hours. That did not happen, all they’ve done is taken my money and then not follow up when I immediately reported the plugin to not be working any more. Their customer support on their support portal does not respond in time at all. This has been a huge waste of time and has left my site with an out of date, broken FB feed.

    Unlike most premium WordPress plugin developers, for some reason they do not provide a simple direct download of the premium version of the Social Feed plugin, so the only way to upgrade is by sideloading their 10Web Manager plugin to connect your website to their dashboard. Even then, the steps were not immediately clear on how to upgrade the free plugin. Their chat agent had to remove the plugin for me and install the premium one instead. Why I am not allowed to do this myself, I have no idea. I don’t understand why just having a FB feed plugin also necessitates me surrendering my WordPress site to their proprietary dashboard.

    I have made repeated attempts to contact support but they never respond. Funny enough, when I started my first ticket, there was a chat agent I was speaking with in real time who informed me my issue was being escalated and that I would receive a response within 24 hours. Now the chat agent feature on their website is gone and replaced with a basic contact form – so not live chat at all, even though they advertise it as such. Probably got tired of more people like myself expressing frustration at being swindled with a paid plugin that does not work.

    I had asked if the paid plugin could display hashtag specific posts, but this info was nowhere in their documentation on the sales site, and no one has responded from their support to explain if this is possible.

    I will be requesting a refund but I am not sure how well that will go as they don’t seem to care to respond to a basic tech support request, so who knows if they will properly process my refund request.

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