Thank you for taking the time to reply.
Absolutely – there is a refund request and an open support ticket. On two occasions we have specifically kindly asked for a refund and explained the reasons why and these are genuine reasons outlined in your own refund policy.
The developer has been trying to ‘fix’ whatever we have flagged but the problem is there shouldn’t be a lengthy process such as – this doesn’t work normally (multiple instances playing over each other) and then having a response from the developer ‘oh, hang on, we’ll fix that as soon as possible’. Then when asked for a timeline, the developer would not give a timeline. This is where our first refund request came in. Then they went quiet and 24 hours later came back with a fix.
Then we discovered that the issue has been partially fixed but then the sticky player will play over any other player which, again, isn’t a good practice and the developer would go quiet again, probably trying to ‘fix’ or update things.
In the meantime, the we (as customers) are waiting and having our project on hold because the developer is not willing to honour their own commitment to simply refund if the customer genuinely finds the product not to be a good fit after extensive testing.
Or it’s perhaps a stalling technique so the initial 7 days are over.
What’s supposed to be a straight forward process has become a painful exchange of messages, explanations, more and more tests… it’s not the way it should be. Plus, we have already implemented another player that does the job as expected.
As for the documentation, none of these issues were documented properly – for example, the fact that each instance of the player will play independently on top of anything else – not only the player itself but a Youtube video on the same website, for example. The Sticky Player playing on top of another instance of the player – not documented either.
For that reason, I would not recommend the plug-in. Most probably, there is good will on the side of the developer, however their business practices don’t meet the criteria of good business practices.
Whenever a customer declares that a product is not a good fit for them (after extensive testing) it is only fair for a refund to be issued and a licence surrendered. This is not packaged goods, the product has not been used commercially either.
As I have said in my original review – the plug-in itself is fairly good, if the user needs it for basic online radio playback. If it were to be used in a multi-channel environment where each channel needs a separate player as opposed to having everything in once instance, things become very difficult. It gets even more complicated if the website also features video content.
The problem here is not the plug-in but the way the developer handles cases where the plug-in is simply not suitable for the customer’s needs. The 3-day trial period is not long enough and this is where the 7-day money back period comes into place. And we are going nowhere with that having asked for a refund twice now.
