Good features, badly coded, slow support

  • Head Goldfish

    (@shoelaced)


    3 years, 5 months ago

    UPDATE: Now years after purchasing a pro license for this plugin I continue to regret it. There are so many bugs and so many modules that do not work together that at this point it’s just not worth the headaches. Support is non-existent unless you pay extra support access, which is understandable for targeted support, but I’m not going to pay extra just to tell you something is broken. There’s no clear way to report bugs without buying the support subscription, but I’ve had to develop so many bug fixes for this thing myself in my own separate plugin that unfortunately I’m stuck using it until I have time to re-do all the sites I have that I used it for. I hope at some point this team sees fit to actually test their code and focus on refactoring or improving it, before spending so much time on a random redesign of the settings pages.

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  • Plugin Author Pluggabl

    (@pluggabl)

    3 years, 5 months ago

    Hello @shoelaced,

    Thank you for taking your time and letting us know your concerns.

    We will respond to your concerns in 5 parts below. This has little bit more context around the decision for stopping lifetime support.

    Lifetime Support – you still get lifetime updates…
    1) We did not take the decision lightly but in order to create a sustainable support model and to be able to respond to tickets in a timely fashion, we had to make this tough decision.
    2) We did customer surveys, looked at industry leaders and talked to experts in the field to see how to solve for this unique situation.
    3) We provided customers options on how to get extended support.

    The higher ticket volume we attribute to several things a few are listed below
    1) COVID has caused a lot more new merchants creating brand new WooCommerce websites (which is great for WooCommerce and WordPress in general!) and to try out our plugin. As Booster for WooCommerce has 110+ features, one needs to configure and test a few things before they get it right. In doing so, we get lot of tickets, where we help out users to configure the product.
    2) By some statistics, there are on an average about 20 – 50+ plugins on a WooCommerce website, which shows how diverse the WooCommerce ecosystem is. These other plugins and Booster have compatibility issues. Of no fault of our plugin, we end up debugging issues for our customers because another plugin developer’s code has interfered with Booster’s functionality. What we have done to mitigate is to test for of course with the changes to WordPress and WooCommerce as platforms and then with the large plugins like Elementor and the likes.

    Code quality
    1) We constantly improve our code quality with every release and have been doing so since we started in 2014.
    2) As you can see our version releases you will see a mix of bug fixes and new development. It is in line with the industry standards for lines of code to bug ratio. Of course we would love to have zero bugs on every release as well!

    Improving the plugin
    We are all ears about your constructive feedback as to how we could improve our plugin. Please let us know here or on our website.

    Your tickets
    As of now we were unable to find the tickets you have created. Just so you know we cannot correlate WordPress user handles to support tickets you might have created on our website. 

    Per the WordPress guidelines this forum is only for Booster free users. 

    Thanks

Viewing 1 replies (of 1 total)
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