Extremely poor support

Anonymous User
(@anonymized-15351932)

7 years, 6 months ago

I posted on this forum (looks like my post was taken down – I wonder by whom and why?) about 2 weeks ago, on dFactory own support forum and sent dfactory direct email – stil NO reply.

Your plugin instructions are very limited. You are not monitoring this support forum and pretty much ignore any support request from non-paying customers.

My questions are:
1. What exactly needs to be insterted in the script window and how?
2. is your plugin FULLY GDPR compliant?

If I don’t get your response by the end of the week, I will need to report this plugin as having insufficient instructions and therefore being unsuitable and its developers for breaching their responsibility to provide support on this forum.

please reply.

Viewing 8 replies - 1 through 8 (of 8 total)

Ambyomoron
(@josiah-s-carberry)

7 years, 6 months ago

Let me give you my two cents worth, as a fellow user of this plugin:
1) All of the buttons displayed by this plugin are designed to do exactly one thing: either execute the script in the script window, or not. The plugin has not influence whatsoever on any other scripts run anywhere else on your site. So, for example, if you want to give your visitor the choice of whether they will be tracked by Google analytics – or not – then you must make sure that no other plugin and no other scripts are run on your site that track visitors using Google analytics AND you must add that script in the script window. It’s as simple as that.
2) This question shows a deep misunderstanding of what GDPR is and what it takes to comply with that regulation. Software is never compliant or not. It is how your organization uses that software that is compliant or not. It depends on your processes, your roles and responsibilities, on how and what you communicate to your users and how you take into account their wishes for privacy. Every software application can be part of a system that is compliant, just as many software applications can be used in a non-compliant way. The question you need to ask is what data does the software collect and when and what does it reveal to any third parties. Once you know this, it is up to you to figure out how to include that software in your organization – or not. The only thing a software application can do in addition is to include some functionality that makes your compliant use of the software easier. But even if it lacks that functionality, there are always other ways of achieving the same thing. It is a question of your understanding, your skills, your available resources and your policies.
Thread Starter Anonymous User
(@anonymized-15351932)

7 years, 6 months ago
I’m not sure how your 2 cents reply addresses my questions or what’s the relevance, as frankly, I cannot see it.

Secondly, your point is incorrect.

On the plugin page it says:

“Cookie Notice allows you to elegantly inform users that your site uses cookies and to comply with the EU cookie law GDPR regulations.
Features include:
100% GDPR compliant ”

So there you go. I don’t believe I have a “deep misunderstanding of GDPR”.
While this terms is being used losely in relation to the plugin that provides the GDPR required functionality it refers to just that: the plugin’s functionality supporting the GDPR compliance.

If you go to the GDPR source, the list of the privacy requirements for websites is HUGE. So no, Cookie Notice is NOT 100% GDPR compliant.

Thirdly, my post has nothing to do with what and how I can ensure the GDPR compliance via other than a plugin means. That’s a separate issue.

And finally, my key point is that the developers did not provide the detailed and clear instructions for the installation of the plugin assuming that everyone knows how to pull the java scripts off the cookies on your website, identify non-functional and then insert them in the script window in the correct manner.

This sort of assumption is oh so common amongst developers.

I also pointed out that they don’t monitor this forum or their own forum or emails and ignore the customers’ requests for support.
- This reply was modified 7 years, 6 months ago by Anonymous User.
- This reply was modified 7 years, 6 months ago by Anonymous User.
- This reply was modified 7 years, 6 months ago by Anonymous User.
Thread Starter Anonymous User
(@anonymized-15351932)

7 years, 6 months ago

and while the plugin developers are holding my earlier post “for moderation” as they don’t like it and will probably delete it – please note that I have already reported this plugin and the lack of support.

Andrew Nevins
(@anevins)

WCLDN 2018 Contributor | Volunteer support

7 years, 6 months ago

The plugin developers are not holding your comment for moderation. It was caught by the forum’s spam filter for reasons that were probably more clear in your first draft of the comment.

I’m looking into your post that was taken down and can’t see it. I can’t see any post that was taken down on your account. What do you mean by “my post was taken down”?

Andrew Nevins
(@anevins)

WCLDN 2018 Contributor | Volunteer support

7 years, 6 months ago

I need to note that customers aren’t allowed to post on these forums for support, and developers aren’t allowed to support them here.

Thread Starter Anonymous User
(@anonymized-15351932)

7 years, 6 months ago

There were no reasons for moderation in my first draft. The edits were only cosmetic of the misspelled words (there is no spellchecker here).

I disagree with your last point and it actually makes no sense.

The WP plugins forums are specifically created for the users to post the issues they have with the plugins.

Whether user (free) or customer (paid) I mean someone who is using the plugin.

I have been posting on MANY WP plugin forums for years where a large number of issues were addressed and resolved by developers.
Andrew Nevins
(@anevins)

WCLDN 2018 Contributor | Volunteer support

7 years, 6 months ago
Talk to us on Slack about any disagreements you have on the forum rules: http://slack.wordpress.com – under the #forums channel

As it stands, the forum’s spam filter did catch your comment for review and we do not allow the support of customers and their commercial products here.
- This reply was modified 7 years, 6 months ago by Andrew Nevins.
Thread Starter Anonymous User
(@anonymized-15351932)

7 years, 6 months ago

as I said – I meant USERS (of FREE plugins).

TO dfactory – no need to reply. I have uninstalled your FREE plugin and installed something else.

Viewing 8 replies - 1 through 8 (of 8 total)

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