Not Very Good Support

I bought the pro version, needing the features that offers.

I ran into an issue with the way it would update my Facebook page. It wouldn’t include the meta information that would normally be included when posting a link to Facebook.

The whole time I contacted support, which I was let to know later was the owner I was working with, it just felt like I was inconveniencing them.

Immediately I got a large list of items I needed to provide for them to help, including login credentials, FTP credentials, etc. That’s perfectly fine and I was happy to provide it.

The only thing I wasn’t able to do was to disable all plugins and try again. My site operates world-wide and there’s really no inactive time. I can’t just disable my plugins, plus I didn’t think it had to do with that, since I had seen the exact same issue reported in their support forum here.

I said I could have tried it in my staging area, but the license said only one domain was allowed. I didn’t think they would allow a second domain to debug.

They offered a solution, which I was happy to try. it helped with part of the problem, but the link description in Buffer was still reporting as “undefined”.

Then I get an unexpected reply that they’ve refunded my license.

Well, I never said I wanted it refunded. I just wanted to debug what the issue is.

So I asked why it was refunded. And the owner basically said that I wasn’t willing to work with them. He said he would have enabled the license on the staging area if I had asked…Well again, I hadn’t thought they would do that. I mentioned the staging area, and they could have offered to enable the license there, or asked for the login information for that as well. I wouldn’t have minded.

Like I said, he was just rather short through the whole experience. I felt like I was bugging him with my support question.

I’ve worked with many plugins and have almost always gotten great support. Their support leaves much to be desired, especially after paying for the pro version.