Support » Plugin: WPtouch » Dreadful Customer Service

  • After reading (Looking back, most likely Paid) Reviews indicating this was the best plugin for really optimising a site for mobile performance I jumped right in. I bought a developer bundle to use across multiple sites and the plugin looked great!

    Until it didn’t work. And then it went even further downhill from there.
    I contacted customer support, and after 3 MONTHS of me repeating myself, them obviously not being competent enough to read my replay and posting the same generic message back. One of the owners apologised and refunded me.

    They vowed that it wouldn’t happen again and they would be looking into the support issue to solve it for future customers.

    I gave them the benefit of the doubt – and still having access to my now free account – I contacted support again.

    Exactly the same. Takes 2-5 days to respond at best. Responses hardly ever actually address the queries you raise. There is always an excuse of why it won’t work – never any solutions or support – even though they kept telling me they offer onsite support to help you integrate the software.

    It’s now been nearly 5 months – The software is near useless.

    On an added note – IT DOES NOT WORK WITH VISUAL COMPOSER.
    Not only that, it apparently does not play well with any other plugin.

    (Even though WPTouch supposedly allows you to disable plugins for mobile sites – which doesn’t work).

    TL:DR – A Dreadful Company. Horrendous Support of what could potentially be a useful bit of kit. – STEER CLEAR.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Contributor Dale Mugford

    (@dalemugford)

    TL; DR — James was provided a full refund in September after the product didn’t work for his particular website, using Visual Composer.

    James purchased the Pro version from us in September, and despite our attempts to get the plugin working for him, it turned out that for his particular website, it didn’t work as he wished it to.

    I provided a refund in full, and even left him with the software license in case he wanted to try and get it working at a different time or use it on a different project.

    Now, 3 months later, James decided to leave a bad review on the free version’s review tab, after creating a wordpress.org account for the purpose.

    We spent a considerable amount of time trying to get things working for him, and were unable to— all of this after we had already refunded him in full.

    Lastly, we have never and will never pay anyone to review WPtouch positively. Reviews online are wholly created independently of us. I am personally astonished and insulted at that completely unfounded accusation.

    BraveNewCode has been around in the WordPress community for almost a decade— we’ve built a solid and respected place in the community by being an honest, hard-working small company trying to create great GPL-licensed WordPress products.

    I think it’s pretty egregious to do what you’re doing— considering we’ve done all that we could to help you and have refunded you in full.

    Thread Starter Jamie Recker

    (@arxdesign)

    Firstly, I find it incredibly distasteful and rather childish that you would post my full name on an open forums.

    But aside from that, I did state that there was an apology and got a full refund, I did also state that the license was left open on the account so I thought I’d try again. I also stated it doesn’t work with visual composer.
    And On a further side note I also stated it could be a useful bit of kit.

    So I clearly didn’t try to hide the facts or deceive with the review.

    And let me state now, that a refund is really beside the point, I would have much rather have paid and got the software that was being advertised and not had months of my time wasted.

    Where we differ in opinion is obviously the level of support that was provided, what a ‘considerable amount of time’ is and what is deemed exceptable from a product.

    Though there was an admission of the poor level of support, as I was provided with an apology at the time of the refund for the fact that the staff dropped the ball on my case, and the fact I was told by you, that you would be looking into where the support staff had gone wrong.

    You are correct that I created an account for the purpose of writing a review.
    To simply warn warn others of the bad support.

    Now I admit that the accusation of paid reviews may have gone too far,
    but the fact is, the support is still well below subpar taking days and days to reply, and with replies not always paying attention to the initial question.

    I’m not doubting that your an established company with a good community, I think you just need to work out a few integral issues with your support system.

    Thread Starter Jamie Recker

    (@arxdesign)

    Thank you for removing my full details.

    Plugin Contributor Dale Mugford

    (@dalemugford)

    Firstly, I find it incredibly distasteful and rather childish that you would post my full name on an open forums.

    If you’re going to blast us, blast us publicly. I answer with my full name, not as “BraveNewCode”.

    “And let me state now, that a refund is really beside the point, I would have much rather have paid and got the software that was being advertised and not had months of my time wasted.”

    I think it’s a bit hyperbolic to suggest you wasted months of your time on this plugin. And it’s not besides the point James— we don’t guarantee the product will work for absolutely everyone all of the time. When it doesn’t, we refund our customers. Plain and simple. That you persisted in pushing our support team to find a solution for you, even after we refunded you, and then have now decided to deride us publicly is what frustrates me.

    Exactly the same. Takes 2-5 days to respond at best. Responses hardly ever actually address the queries you raise. There is always an excuse of why it won’t work – never any solutions or support – even though they kept telling me they offer onsite support to help you integrate the software.

    James, I reviewed the thread you more recently posted on our ticket system, and each time you posted our team responded in less than 12 hours in the majority of cases.

    We don’t provide support on weekends, our team spends those with family. You appear to be in the UK, so there’s a big gap there in the time difference, which we can’t do anything about.

    Now I admit that the accusation of paid reviews may have gone too far,
    but the fact is, the support is still well below subpar taking days and days to reply, and with replies not always paying attention to the initial question.

    I’m not doubting that your an established company with a good community, I think you just need to work out a few integral issues with your support system.

    You were trying to hurt us, our brand and our business. And I’ll defend it. We’re not perfect, but we’re not deserving of your excessive “review” either.

    We have made many improvements in support, but our team can only do so much, and when it comes to the product not working in your case, nothing changed.

    I do appreciate you gave it another try though, after we refunded you. I just don’t think it warranted this review— on the free wordpress.org forums.

Viewing 4 replies - 1 through 4 (of 4 total)
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