Support » Plugin: Shield Security: Protection with Smarter Automation » REALLY BAD SUPPORT + LACK SIMPLE FEATURES

  • This plugin seems to be a good solution but their support is one of the WORST supports I have never seen. [ Personal attack deleted ]

    This is the worst support EVER because I had to send them 8 emails asking how to activate and permanent BAN a IP… Obviously I didnt know the plugin cant do it (all plugins have this feature). But their answers allways were “explaining” me other features trying to sell PRO version, without really answering my email, or finally talking with [ name deleted, do not do that again ], he did “explain me” why I dont need this feature and he tried to convince me I can not block other servers attack by ip permanent blocking (can you belive it?).

    [ Personal attack deleted ]

    After some testing with PRO version I dont recomend this plugin because of their BAD support, lack of simple features like PERMANENT IP/range/CIDR blocking, and the number of SQL queries go 400% on the hosting server.

    Also the developer of this plugin doesnt take care of users sugestions and answers emails like all rest users doesnt know anything about security or development.

    Really bad experience.

    • This topic was modified 4 months, 3 weeks ago by jorgitobg.
    • This topic was modified 4 months, 3 weeks ago by jorgitobg.
    • This topic was modified 4 months, 3 weeks ago by jorgitobg.
    • This topic was modified 4 months, 3 weeks ago by Jan Dembowski. Reason: Removed post email and link
Viewing 2 replies - 1 through 2 (of 2 total)
  • Plugin Author One Dollar Plugin

    (@onedollarplugin)

    For anyone reading this and thinking this “review” is indicative of our support, please also read our response, and other reviews on this forum.

    What Jorge is describing as poor support is

    • 8 customer responses in a 24hr period. Yes, 8. That’s more than most people will receive in a week, with most other vendors.
    • Jorge wanted a feature that we don’t support- permanent IP address blocking. We explained why we don’t support this. Please read here. And because we didn’t immediately agree to his demand, he requested a refund of his Pro license.
    • We refunded his Pro license within 12 minutes of his request and responded immediately detailing that the refund was processed.
    • All our emails were thorough, properly addressing Jorge, and signing off with courtesy.

    If you feel that our highly responsive nature, our openness to feedback but not necessarily implementing features because they’re demanded of us, and our politeness in the face of abrasive customers, marks us a service you do not wish to work with, we respect your choice.

    But we will not be changing our approach any time soon. Our high volume of positive reviews reflects our commitment to top quality customer support. But we will not be tossed about by customers and we’ll happily withstand negative 1* reviews because we believe in our mission and our approach to customer service.

    All the very best.

    • This reply was modified 4 months, 3 weeks ago by Jan Dembowski.
    • This reply was modified 4 months, 3 weeks ago by Jan Dembowski. Reason: Removed original review copy
    • This reply was modified 4 months, 3 weeks ago by Jan Dembowski. Reason: Removed links too
    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    *Reads. Edits posts. Replies.*

    Hi! I’m closing this review as He Said/He Said/But He Said/BUT HE ALSO SAID isn’t really, for these forums.

    @jorgitobg I’ve edited your review and removed the link to your post too. Keep it to your words here. This is feedback and that’s why the review stays. But I’ve removed your tags as throwing rocks at people isn’t civil.

    That’s why I flagged your account and redacted those portions of your review. You called out someone by name, you made personal attacks and that’s going too far here.

    @onedollarplugin Feedback. This is feedback. I have removed your copy of the user’s original review ’cause it really doesn’t matter. I also removed the informative link about misinformation. That’s a good link but links in reviews aren’t really appropriate.

    As this is potentially becoming a conversation about refunds, I am closing this review from further replies. Refund conversations are not for these forums. I have removed parts that went too far though, that’s not permitted here.

    A user offered feedback, the author replied, The End.

    • This reply was modified 4 months, 3 weeks ago by Jan Dembowski. Reason: Correction about the link
Viewing 2 replies - 1 through 2 (of 2 total)
  • The topic ‘REALLY BAD SUPPORT + LACK SIMPLE FEATURES’ is closed to new replies.