Plugin Author
Paul
(@paultgoodchild)
For anyone reading this review, and wondering how we dropped the ball so catastrophically, please allow us to provide some further context.
Firstly, regarding the refund, the client requested this through our support heldesk today, and received a response that the refund was initiated, in-full, within 1 hour of sending their request.
We do our best to support all our clients and work hard to respond quickly and guide them wherever possible to the solution specific to their site. When visitors are blocked, there are myriad possibilities that might cause this and identifying them is usually straightforward after a bit of guidance.
Our records clearly show that this client sent us only one support ticket in the past 18 months about visitors being blocked. This ticket was received to our helpdesk on New Years Eve(!) of all occasions, and a response was sent outling how to address the problem and prompting for further information in order to help get it resolved, within 12 hours – on New Year’s Day!
That’s pretty decent support by anyone’s standards.
Alas, we never heard back from the client for over 2 months until this “review” today and the request for a refund.
We have no problem taking ownership of situations where we drop the ball, and honestly, sometimes we do. Be it bugs with the plugin, or where our support handling could be better. It happens to all organisations. But in this case, we reject any suggestions that we were anything but supportive, and we would have provided additional support if we were given the opportunity.
To the client, best of luck going forward.
Paul, I can appreciate your frustration with my post. But please understand that by the time I finally found a place to leave a support request on your website, I had combed your website and plugin settings for hours trying to find a way to manage the visitor lock outs. When it was clear I was going to have to communicate via email with support, in a 12-24 hour window delay, as there is never a live agent in the chat bot, I gave up and deactivated the plugin. At least until my client could complete the expo that she was selling tickets to. Losing ticket sales to lockouts wasn’t worth the risk. When I reactivated it, the problems persisted and I was too frustrated to care. The refund was quickly handled thank you. I wish you could have offered 1 or 2 things for me to try, to manage the problem I outlined on the email. But instead you just wanted me to be clearer about what was happening. And I didn’t have any more to say than visitors are being locked out. You say it’s an easy fix, but there’s nothing on your website search bar that lead me to appropriate problem solving.
