Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author fatcatapps

    (@fatcatapps)

    Hello jim21slim

    I’m sorry you had such a bad experience with our plugin. The plugin crashed your site because it was installed incorrectly. You should not unzip a plugin before manually uploading it.

    You are supposed to upload .zip file. That’s how WordPress works. I apologize sincerely if any part of purchasing our plugin made you think it was supposed to be unzipped before installation. All plugins, not just ours, need to be in .zip format to be uploaded.

    The upload plugin screen clearly lists this as well. It should say this in your WordPress Dashboard:
    “If you have a plugin in a .zip format, you may install it by uploading it here.”

    We also have detailed instructions available for our users, that explain this here:
    https://fatcatapps.com/knowledge-base/installation/

    You may also find many other resources online that will help you with the basic steps of uploading a plugin. Here’s a really popular one:
    http://www.wpbeginner.com/beginners-guide/step-by-step-guide-to-install-a-wordpress-plugin-for-beginners/

    I really hope these resources help you to not have similar issues in the future.

    Our 30,000 active users do not seem to find the free version useless. I’m very sorry to hear you feel that way though. Yes, It is a very lightweight plugin. We keep all the best features in the premium versions. It’s how we make our living.

    As for your complaint regarding our support times, we usually keep response times less than 24hrs. You also should have received an email that states we received your ticket, and will reply in 24hrs. Pretty standard stuff. Like most plugin developers we are a small team, and cannot provide 24hr, around the clock support. We also have a lot of customers, and cannot respond to everyone instantaneously.

    However, I see in your case I can see we responded to your ticket in a mere 4 hours. That’s pretty good. I’m very sorry that was not quick enough for you. We do the best we can.

    I hope you will consider removing your review. We are a small company and negative reveiws effect us greatly. Please understand, we have done our best to support you in this issue. Our plugin did not crash your site, and this would have happened if you had uploaded any other plugin incorrectly as you did.

    At the very least I hope this will help you in the future so you do not crash your site again.

    Best Regards

    Moderator Andrew Nevins

    (@anevins)

    WCLDN 2018 Contributor | Volunteer support

    That was an excellent reply @fatcatapps, except for this bit:

    I hope you will consider removing your review. We are a small company and negative reveiws effect us greatly. Please understand, we have done our best to support you in this issue. Our plugin did not crash your site, and this would have happened if you had uploaded any other plugin incorrectly as you did.

    Negative reviews on WordPress.org should not impact on your business.

    If you are relying on the WordPress review system to generate sales leads then you are ignoring the man in the lookout yelling “ICEBERG!”

    You are making a Titanic class business mistake if those reviews are part of your business plan.

    https://make.wordpress.org/support/author/jdembowski/

    Wrong, I uploaded both Zip & Unzip (Unziped because a Fatcat apps Rep informed me too do so via Email) [both methods don’t work] This was a really lackluster attempt to defend yourself but nonetheless I will take down my review the subpar plugin, once I get my refund; and not a moment sooner.

    Plugin Author fatcatapps

    (@fatcatapps)

    Hello jim21slim

    Sorry for the confusion on this one. I wanted to clear things up.

    I wasn’t aware of the conversation before this, with my colleague, and thought unzipping the file was your first attempt. I did not know you were trying to install the plugin via an FTP client like FileZilla too. That was my mistake.

    I’m not sure if there was confusion on how to do that either, perhaps our documentation could be clearer on what that means.

    Please be aware this is not something we are getting other reports of currently. We’re not aiming to crash peoples sites, and want. If installing Easy Pricing Tables, normally (and through FTP?), caused crashes, it must be experiencing a conflict with another theme or plugin. We do apologize for the inconvenience. Conflicts between different plugins happen occasionally, but if we can find the conflicting software, we can look at patching the issue with you.

    Your refund has already been processed, if you’d still like to try our software, we’re happy to work with you on the issue to try and isolate the conflict. I’d also like to double check if you uninstalled the free version of Easy Pricing Tables before installing the Premium? This is a common mistake, and can cause strange issues or errors upon installation, but does not usually cause crashes.

    Again apologies for our confusion, and any inconvenience. Hope to hear back from you.

    All the best,

    Sure, no problem, but probably never gonna use the plugin ever again.

Viewing 5 replies - 1 through 5 (of 5 total)
  • The topic ‘This Plugin Is Awesome’ is closed to new replies.