Horrific (and non-existent) “emergency response”. We had two sites protected with the WordFence premium plugin. Both came up with white screens of death this morning, so we went to WordFence as a ‘trusted’ provider to hopefully help us get back online.
We fell for their $950 (NINE HUNDRED AND FIFTY) dollar “emergency” response plan where they are supposed to dedicate some urgent resources for “mission critical” websites to get you back online fast.
It look over an hour for the representative to come back and tell us that because we had 4 other subdomains completely outside of public_html on the server, that we would have to pay FOUR MORE TIMES (yes, $4000 more) to get them to even start looking at it. We proposed a counter offer, and several HOURS later they came back with another offer. At the end of the day, because time was of the essence, we fell for their trick and paid the additional $4000 thinking at least they would urgently start resolving the issue.
SEVERAL HOURS LATER (now NINE HOURS) after the emergency ticket was crated, a new “Director of Information Technology” sends us an email that they can’t help us at all because there are plugins that have “obsufated code” in them and so they can’t help us. They don’t bother to even tell us what plugins (we suspect Membermouse, some plugins do this), or even offer to simply remove that plugin and continue their search and help.
Instead, they send that email and then ignore us. So now $5000 and 9 hours later we still have a broken site and no emergency response from Wordfence.
Their plugin is decent, but don’t fall for this “emergency response’ baloney. We lost a day of revenue and wasted time for their runaround. In the end, we found my.fixed.net and for $65 they had us back up and running in 40 minutes! OMG, WordFence you should bet ashamed. What a sham.
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