• Heather

    (@justgeekingby)


    The plugin worked fine until I got errors after an update. I went to the support forum to find help and found that someone else had also reported the problem. The tech support’s response was “the issue is with your site, but we can help you if you upgrade to premium!”

    While I’m very appreciative of every plugin developer who offers plugins for free, the fact that a tech support automatically tells you that they can help fix it only if you upgrade is never a good sign to me.

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Author socialdude

    (@socialdude)

    That review is unfair – please ask your question in the support forum, so that we can have a look at your specific case. In many cases it is an issue with the theme. Please ask yourself the question in the forum before giving such a bad review for such a good plugin, so that we can respond accordingly.

    • This reply was modified 1 year, 6 months ago by socialdude.
    Plugin Author socialdude

    (@socialdude)

    Also, as mentioned in the forums as well, under question 5, at the bottom (which looks like this https://www.screencast.com/t/vlIIyw0AFP), there is an option to switch the errors off – does that work for you?

    Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    Thanks for the review @justgeekingby, that’s really good feedback. People shouldn’t be telling you that you have to upgrade when you don’t have to, as the plugin author has just mentioned you can post on the support forum. The support forum of the plugin is here: https://wordpress.org/support/plugin/ultimate-social-media-icons/#new-post

    @socialdude, While it may seem harsh, this is legitimate feedback and the reviews are a valuable way of engaging real experiences from people using your services. If you take on board the feedback there may be fewer poor experiences in future and in turn fewer negative reviews.

    Plugin Author socialdude

    (@socialdude)

    If people face issues then those should be posted into the forum, so that we can have a look. That is also understood by the majority of users.

    Heather

    (@justgeekingby)

    It is pretty childish to try to make a reviewer look bad when you’ve already replied to their post on your own support forum. As you have already know I did check the support forum; another user had the exact problem and I replied to that topic. It is completely illogical and useless for support teams (which I have been a member of myself and therefore know this to be a waste of time for support staff) to have users create multiple posts for the same problem.

    In regards to turning errors off. This seems to be your first response to every single support thread posted regarding an error – I searched through multiple ‘error’ threads before finding one that had the same error as mine.

    That isn’t a solution to an error. Whether it is a free plugin or not, your job is to offer a solution to the error itself not to the error being VISIBLE on a site.

    When asked to actually do your job and fix the error you told people to the premium version so you could offer them the support they need. Telling the other user who had the same issue as myself that it was ‘their site’. When I replied earlier today to state that it was NOT just their site you promptly told me ‘please see the new update’ (which as of several hours ago had yet to actually appear).

    Decent developers want their plugins to be safe and react to errors promptly. You do not seem to care and that is why I wrote this review. WordPress users have a right to know that it takes multiple reports of errors for you to actually decide that the plugin should be updated and that you actively tell people to go premium for support, suggesting that the issue is with their site when it is clearly with your plugin. Not everyone is tech savvy and I do wonder how many people have gone premium when they really didn’t need to do so.

    Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    is completely illogical and useless for support teams (which I have been a member of myself and therefore know this to be a waste of time for support staff) to have users create multiple posts for the same problem.

    I’m sorry you think that but that is how the forums at WordPress.org works and that is a rule from the moderation team and not the plugin author.

    Plugin Author socialdude

    (@socialdude)

    @justgeekingby There seems to be some confusion. IF the error is in our plugin, of course we’ll look into it and fix it.

    Very often those error messages are not caused by our plugin (but originate from the theme). Therefore we point to that in our responses. This time it was a bit of a special case: it seems it actually was due to our plugin. So we’ve fixed it.

    The main point is: if you face issues of any kind, please do us a favor and ask in the support forum. Even if your errors may look similar to you, they may not be. We have to look into every case.

    Plugin Author socialdude

    (@socialdude)

    We released the new plugin version with the fix. Please update and check.

Viewing 8 replies - 1 through 8 (of 8 total)
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