Title: Update & Edited ‘Removed’ Last modified: March 30, 2017 --- # Update & Edited ‘Removed’ * [brendie71](https://wordpress.org/support/users/brendie71/) * (@brendie71) * [9 years, 2 months ago](https://wordpress.org/support/topic/removed-3/) * Earlier today I had problems… * “Deleted. I was having an issue with this product. I tried to reach Support. I DID look through the different pages & didn’t find my problem. So, I tried to reach Support & was told I needed to look through all those pages that I just went through. I deleted WP-Spamshield. I’m sure it’s a good product. Just not for me.” * I found the issue. It WAS NOT WP-Spamshield. I fixed it. muhahahaha! Been testing to see if the issue was resolved. YAY! IT IS! * While testing, I noticed an email from the Plugin Author. I reinstalled this product, did more testing. As I stated earlier, issue is gone! I was going to give this product 5 stars. THEN I read the email… * Docked one star for assuming I didn’t try to submit a support request first, I did. Docked one star for indirectly calling me a liar. Yes, I got that part. * WP-Spamshield is a great product and plugin. Plugin Author? He did make a great plugin. That is all I can say about him. - This topic was modified 9 years, 2 months ago by [brendie71](https://wordpress.org/support/users/brendie71/). - This topic was modified 9 years, 2 months ago by [brendie71](https://wordpress.org/support/users/brendie71/). Viewing 4 replies - 1 through 4 (of 4 total) * Plugin Contributor [redsand](https://wordpress.org/support/users/redsand/) * (@redsand) * [9 years, 2 months ago](https://wordpress.org/support/topic/removed-3/#post-8976272) * Hi [@brendie](https://wordpress.org/support/users/brendie/), * I’m truly sorry to hear that you had a negative experience. * **However, I have to ask, why would you post a negative review _without even submitting a support request first?_** You mention that you quit before completing the support request. How are we supposed to help you in that case? * I personally checked our support logs and was able to locate the raw data from your incomplete support request: * > I have a few different browsers set up. I chose one (my main testing one), > made sure my tester was logged out, then clicked the Contact Us link at the > bottom. It sent me to the login page. This will make it hard for visitors that > forget their password and can’t contact me to reset it for them. How do I resolve > this? * **_The issue being reported doesn’t even sound related to WP-SpamShield._** The plugin would not interfere with the navigation or redirect like that. * > So, I tried to reach Support & was told I needed to look through all those > pages that I just went through. * Come on now…that’s not entirely accurate. Looking at the logs, the step it was asking you to complete was _Troubleshooting Step 2: Checking the Known Conflicts._ This is an essential step to make sure you’re not using a plugin or technology that is known to conflict. According to the log, you proceeded to this page _AFTER_ the initial attempt to submit the support request. * **We really do offer outstanding support.** You should give us a chance to help you. * **_It is important for all plugin users to read the documentation._** We ask users to take a few minutes to work through the [Troubleshooting Guide](http://www.redsandmarketing.com/plugins/wp-spamshield/troubleshooting-guide/) and [FAQs](http://www.redsandmarketing.com/plugins/wp-spamshield/faqs/) completely, as these solve _over_ 90% of issues users have. If you need further help, then we are happy to provide [support](http://www.redsandmarketing.com/plugins/wp-spamshield/support/). * **Please ask yourself this…When developers spend so much time developing free plugins for the WordPress community, is it really ok to post a 1-star review _without making any reasonable effort to receive support_?** That’s simply not the right way to handle things. * **If you have an issue with something, submit a support request first, and give the author time to respond.** If a user’s support request is not completed, we send out an email after a couple hours to see if they had any unresolved issues. We provide free support for our plugins…all you have to do is submit a support request at the [WP-SpamShield Support Page](http://www.redsandmarketing.com/plugins/wp-spamshield/support/). We provide some of the best support out there. * You might want to take a moment to check out these two posts: - [There’s a wrong way to give plugin feedback on WordPress.org](http://chrislema.com/theres-wrong-way-give-plugin-feedback-wordpress-org/) - [How to Leave a Good Bad Review](https://pippinsplugins.com/how-to-leave-a-good-bad-review/) * I would ask that you reconsider your rating, as it simply isn’t accurate or fair. It can be updated by going to: [https://wordpress.org/support/plugin/wp-spamshield/reviews/#new-post](https://wordpress.org/support/plugin/wp-spamshield/reviews/#new-post) * Reviews like this simply are not fair or accurate, and do not help the global WordPress community. * — Scott * Thread Starter [brendie71](https://wordpress.org/support/users/brendie71/) * (@brendie71) * [9 years, 2 months ago](https://wordpress.org/support/topic/removed-3/#post-8976419) * “However, I have to ask, why would you post a negative review without even submitting a support request first? You mention that you quit before completing the support request. How are we supposed to help you in that case?” * I tried to ‘submit a support request first’. But was told to go through the steps which you said I didn’t do. I didn’t ‘quit’. Read this again: * “So, I tried to reach Support & was told I needed to look through all those pages that I just went through.” * Plugin Contributor [redsand](https://wordpress.org/support/users/redsand/) * (@redsand) * [9 years, 2 months ago](https://wordpress.org/support/topic/removed-3/#post-8976438) * Hi [@brendie71](https://wordpress.org/support/users/brendie71/), * Right, I understand you were frustrated. But you could have posted a support request here at the forums. We don’t provide support there, but we do check it regularly, and we would have been alerted more quickly that you were having issues. Our system lets us know if a user’s support request hasn’t been completed after a certain period of time, and we email them. I asked Steven to email you, so please check your email box. * It’s just that you literally filled out a 1-star review in less than an hour of the incomplete support request. You have to give us a little time here to help you. 🙂 * Also, I still should point out that the error was not even with our plugin. * We’re trying to help you. Please give us a chance to help. * — Scott * Plugin Contributor [redsand](https://wordpress.org/support/users/redsand/) * (@redsand) * [9 years, 2 months ago](https://wordpress.org/support/topic/removed-3/#post-8976691) * Hi Brendie, * We do appreciate your feedback and revising the review. * > Docked one star for assuming I didn’t try to submit a support request first, > I did. > Docked one star for indirectly calling me a liar. Yes, I got that part. * I apologize for the misunderstanding. We definitely did not intend to imply any deceit on your part…What we said was more like fact checking. We have a policy of brutal honesty during debugging/diagnosis…We speak to each other exactly the same way over here. It’s about jarring the memory and being precise when we are working on these issues, since they can get complex. Think of it like being a CSI. 🙂 * Anyway, I hope you have a good day. * – Scott Viewing 4 replies - 1 through 4 (of 4 total) The topic ‘Update & Edited ‘Removed’’ is closed to new replies. * ![](https://s.w.org/plugins/geopattern-icon/wp-spamshield_08293a.svg) * [WP-SpamShield](https://wordpress.org/plugins/wp-spamshield/) * [Frequently Asked Questions](https://wordpress.org/plugins/wp-spamshield/#faq) * [Support Threads](https://wordpress.org/support/plugin/wp-spamshield/) * [Active Topics](https://wordpress.org/support/plugin/wp-spamshield/active/) * [Unresolved Topics](https://wordpress.org/support/plugin/wp-spamshield/unresolved/) * [Reviews](https://wordpress.org/support/plugin/wp-spamshield/reviews/) * 4 replies * 2 participants * Last reply from: [redsand](https://wordpress.org/support/users/redsand/) * Last activity: [9 years, 2 months ago](https://wordpress.org/support/topic/removed-3/#post-8976691)