Hi @arabianbanknotes,
First off, please let me apologize sincerely, on behalf of Etoile and my colleagues, for the ongoing issues you were facing and for the lack of helpful support on those matters. We’ve all reviewed the entirety of your email threads and I must say that, while not usually the case, your issues and email threads were not handled well.
It looks like, on several occasions, the support agent did not understand the issue you were explaining and so led the conversation in the wrong direction, without getting to the bottom of the core issue. I can imagine how frustrating that must’ve been and I can understand why you ended up stopping your replies on a few of them.
Also, another problem was that one of our support agents seems to have taken a few feature requests that you had (e.g. for ordering of certain filters, thumbnail behaviour, etc.) and treated them as bugs and promised to you that we would fix them. While we do fix bugs as quickly as possible, sometimes feature requests can take longer to assess and implement. Those elements were just added to our feature suggestion list and the developers were never actually notified of any them as bugs.
So, what might have seemed a trivial distinction to the support agent, actually did a big disservice, both to you and ourselves. If any support agent for any software I was using told me that something was certainly a bug and that it was being looked into, I would also be quite frustrated if, after two months, there was no resolution.
I totally get where you’re coming from for those issues. And, to be honest, reading through all the messages, you were nothing but patient and polite throughout. Thank you so much for that, and for trying to stick with us this whole time.
I know it offers little consolation to the bad experience you had, but we’re also taking a closer look at many other conversations, to figure out, in more detail, how something like this can go wrong over so many different threads and several independent issues. I can assure you that your experience comes nowhere close to the standard of support we hold ourselves to and to the experience we feel the majority of the users of our plugin have. For that, I only hope you can accept our apologies. I do hope you’re able to find a suitable solution for your project. And, of course, and as always, please let me know if there are any further questions I can answer or anything I can assist with.
