Support » Plugin: UpdraftPlus WordPress Backup Plugin » Very Poor User Experience

  • Read this and imagine how furious you would be if you went through this:

    This is the first negative review I have left for anything anywhere on the internet.

    I am starting a web design business and am testing a few backup plugins so I can choose one to use on all my future client sites. My experience with Updraft went like so..

    • I installed the plugin on a site I built.
    • This site then needed to be moved to new hosting, so I made two backups just to be safe.
    • After changing the DNS I created a domain of the same name on the new host and installed WordPress on it.
    • I installed Updraft and refreshed the remote storage, so it connected with my Dropbox account.
    • I selected the latest backup and clicked restore.
    • A message popped up saying the backup could not be verified and that I should check to be certain. This was my first problem, as the files you have to choose from in the plugin interface are named by date only. There are no other identifying names.
    • I restored anyway. If it didn’t work I could just redo it right?
    • I got error message PCLZIP_ERR_BAD_FORMAT(-10)
    • I tried to log into the backend again to retry but now nothing would display except a error notice of a security issue. It turned out this was true of all my addon domains and my primary domain.
    • I contacted my hosting and they had to make a support ticket, and everything was down for a day.
    • The next day they fixed the issue and I installed WordPress yet again. Installed Updraft yet again.
    • This time I carefully selected the next backup in line, as I had made more than one. Clicked restore.
    • This time it worked, only it restored the WRONG WEBSITE. I had backed up 4 other sites to dropbox and Updraft put all the files in one folder. You can buy their addon which allows separate folders for each site. Yes you have to pay for that little feature. And pay for each site. I assumed the plugin would associate the correct backups with the correct site restore.
    • Decided to use FTP and Filezilla. Downloaded the backup zip files to my computer from dropbox.
    • The zip files won’t unzip. They turn into another file type, which when clicked turn back into a zip file. This is on day two of what should be a 10 min operation.
    • After much research I managed to unzip one of them and extract the site files. I think the first backup file was corrupted. Maybe this was why it didn’t restore.
    • I managed to restore my website using Filezilla and some help from my hosting 3 days of frustration later.

    I am posting this here because there is no way to contact Updraft unless you pay for a support package. I maybe should have used their Migrator addon but you have to pay for that. My grievance with this plugin is their business model; they make it just functional enough that you want to test it, and then when it doesn’t work they hold you hostage by storing your website in a file that only makes sense to them and offer no support unless you pay.

    I would gladly pay a premium for a plugin that I could test to work, not pay a little more for each little feature that you discover you need.

    I honestly don’t know what other positive reviewers did differently.

    • This topic was modified 1 year, 7 months ago by  clarkag.
Viewing 7 replies - 1 through 7 (of 7 total)
  • Plugin Author David Anderson

    (@davidanderson)

    Hi,

    Sorry to hear that!

    I am posting this here because there is no way to contact Updraft unless you pay for a support package

    1) That’s a click on the “Support” link on this page, or any other page for UpdraftPlus. It takes you to the free support forum, where you can interact with paid staff: https://wordpress.org/support/plugin/updraftplus/

    2) Every page of the updraftplus.com website has a prominent “Support” link on it. It takes you to a page detailing your support options, including the free support forum (which is actually mentioned before the one for paying customers).

    3) There’s also a “Support” link at the top of the UpdraftPlus page in your WordPress dashboard, which takes you to the same page.

    when it doesn’t work they hold you hostage by storing your website in a file that only makes sense to them and offer no support unless you pay.

    This is just as wrong.

    1) On the contrary, we actually pay people wages to provide support to our free users, and have done so for years; see above.

    2) UpdraftPlus backups are standard zip files – https://updraftplus.com/faqs/what-format-are-backups-made-in-is-it-nasty-and-proprietary/ . Your report indicates that there was some sort of problem, but you’d need to post a support request to find out what. We also free documentation, linked from all the same places of above, including information on manual restores as well as automated ones.

    A message popped up saying the backup could not be verified and that I should check to be certain

    What did the message actually say? This part of the report indicates that you were pre-warned of some sort of problem, but, you have not copied the wording of the message. Your report then goes on to indicate that you decided to click past this warning. This is important information.

    This time it worked, only it restored the WRONG WEBSITE.

    OK – it appears *this* was the warning, as UpdraftPlus warns you if you’ve uploaded a backup set that looks like it doesn’t match the current website.

    It doesn’t make much sense to click through this, and then be surprised if the results match the warning. (Much less to say that you were actually forced to do this, because our evil business model strong-armed you into it).

    This time I carefully selected the next backup in line… I assumed the plugin would associate the correct backups with the correct site restore.

    From this description, it’s clear that you clicked on the “Rescan remote storage” link, whose intended function is to import all sites from your remote storage folder, regardless of their origin. The “Rescan remote storage” link explains this, when you hover over it – this function has a legitimate use (which can be explained if you ask). If you don’t see that, then there is then the warning when you attempt to restore, which you saw, referred to above. So, there are two barriers to prevent doing what you did. You just need to read the warnings you click through, and respond to them.

    Your description of zip files that don’t zip sounds like you are confusing gzip with zip. gzip-ed SQL is an industry standard, open-standard backup format for an SQL backup (as opposed to zip, for file backups).

    To help users who are new to that, it is detailed in the relevant FAQ in our freely accessible documentation; https://updraftplus.com/faqs/what-format-are-backups-made-in-is-it-nasty-and-proprietary/ . You can reach our FAQs by:

    1) clicking on the “Frequently Asked Questions” link on this page
    2) any other page of our listing in the wordpress.org directory,
    3) on the “FAQs” link in the plugin itself
    or
    4) On the “Support” link on every page of our website (which presumably you’ve visited, since you pass comments on our business model).

    I honestly don’t know what other positive reviewers did differently.

    Well, quite.

    Your wordpress.org profile, and the above description, shows that you managed to work out how to sign up for a wordpress.org username today, and to navigate to the wordpress.org reviews forum. Why not navigate to the support forum? The link to it is plastered everywhere. As I say, far from spending our days cooking up cunning ruses to fleece you, we actually pay salaries to provide help to our free users.

    David

    Great answer!

    Thank you for your timely reply, and for addressing each of my concerns. I will look into what I could have done differently and where I went wrong.

    Two things to remember:

    • When designing plugins and any software, even though it may seem obvious to you how to navigate through the interface and all info and warnings are sufficiently placed to your eye, one should never assume the customer is stupid if they fail to understand how a part of the plugin works. Rather, take the feedback and use it to improve the system, as you will only know how your plugin is perceived through the customer’s eyes if they give you feedback on their user experience.

    • Always remain professional when interacting with customers. Sarcasm is not becoming.

    I have changed the rating on this review as I understand you are trying to create a high end backup service, and you do care enough about your customers to reply to their concerns, albeit quite defensively.

    Plugin Author David Anderson

    (@davidanderson)

    I have changed the rating on this review

    Thank you; though, the rating is still showing identically as before.

    David

    When I click on Edit Your Review it brings me to a page for editing the last review, not by me. Same with the Edit Your Own Review button.

    How do I change my rating?

    Plugin Author David Anderson

    (@davidanderson)

    To edit a star rating, go to the plugin’s page – in this case, https://wordpress.org/plugins/updraftplus/ – and in the right-hand column, under “My Rating”, click on the number of stars. It’ll then take you back to your review, which can then be saved.

    Plugin Author David Anderson

    (@davidanderson)

    Hi clarkag,

    Thank you for saying you would change your rating; here’s how to do it: go to https://wordpress.org/plugins/updraftplus/ – and in the right-hand column, under “My Rating”, click on the number of stars. It’ll then take you back to your review, which can then be saved.

    David

Viewing 7 replies - 1 through 7 (of 7 total)
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