Great Plugin Awful Support

  • meljohnson

    (@meljohnson)


    11 years, 7 months ago

    I have used the migrator add-on several times with great success and saved me alot of time and headaches, however, it recently stopped working the migrations were unsuccessful and kept reverting back to old site from which the export came.

    The support was terrible, I was not even allowed to post in the forum, one small question, about why it had stopped working. I was basically attacked for having posted in the forum. The support for the migration plugin had expired and I understand that.

    I personally have never had an experience like this, most plugin/add-on developers are more than willing to provide continued support, and by support I mean if it stops working for you they will help you one time, not support if you are becoming bothersome or annoying then yes I can see where you would have to pay for premium support.

    Just make sure you read and understand the support terms for the add-ons, you are out of luck if you need any guidance after the expired term. I guess when it stops working for you you have no other options other than to purchase the premium support or to just stop using it and find something else because they certainly will not help you.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author David Anderson / Team Updraft

    (@davidanderson)

    11 years, 7 months ago

    Hi Melissa,

    I am sorry that you have posted this. (Doing so also breaks the ww.wp.xz.cn forum rules – ww.wp.xz.cn forums are not for commercial matters).

    Anyone who would like to weigh up the truthfulness of Melissa’s report, can read the forum thread which she refers to, in which she claims to have been “attacked”: http://updraftplus.com/forums/topic/login-redirect-to-old-site/#post-44209 . As you will see, Melissa was reminded, politely, that she needed to renew her purchase for another year in order to gain access to personal support. Melissa purchased personal support for 12 months, and I do not agree that the support provision is “awful” if we politely ask her to renew her purchase when those 12 months expire (which is standard for all WordPress commercial plugins that I know of, except for some where it is less, e.g. 1 month at WPMU Dev or 6 months at Envato).

    Best wishes,
    David

    Thread Starter meljohnson

    (@meljohnson)

    11 years, 7 months ago

    First of all you deleted part of the thread, so the “whole” thread is not there.

    Second I was reviewing the plugin, not writing about a commercial matter??? Not sure where that came from.

    My review was an attempt to help others by making sure before they purchase the add-ons to understand the support terms very carefully. That is exactly what this is for.

    I said it was a great plugin – just bad support from my experience.

    I did not provide a review for any other reason then to hopefully help someone else, which is what reviews are for.

    By the way I did not mention in the previous post the migrator add-on was $30, I was not using the “free” version of updraftplus I did pay for it.

    Plugin Author David Anderson / Team Updraft

    (@davidanderson)

    11 years, 7 months ago

    Hi Melissa,

    First of all you deleted part of the thread, so the “whole” thread is not there.

    I have not deleted any of *my* posts from that thread, so, everyone is able to weigh up whether you were ‘attacked’.

    I did delete *one* of _your_ posts, yes, because it only contained comments about what you thought about me, and no content likely to help current customers resolve any of their support issues.

    Anyway – I don’t see any benefit in debating this further for you or for me. Let’s just agree to differ here, please. I’m glad you think it’s a good plugin.

    Best wishes,
    David

    gcampton

    (@gcampton)

    11 years, 7 months ago

    I am sorry that you have posted this. (Doing so also breaks the ww.wp.xz.cn forum rules – ww.wp.xz.cn forums are not for commercial matters).

    Anyone who would like to weigh up the truthfulness of Melissa’s report,

    Mellisa’s first post was very reasonable and shared her “emotion & Feelings” during the support process after her experience and review of the plugin granted it was all in the title and talked mostly about the addon, she didn’t LIE about her experience at all and there’s nothing that breaks the ww.wp.xz.cn forum guidelines in that post. For you to retaliate with this uppity bull only validates her points and makes you come across as a bit childish.

    Funny… I also just gave a 5 star review and was about to purchase for the plugin/theme backups until I read this. Pretty sure I still get support for Visual composer (envato) which was purchased a couple years ago. Not that I’ve needed it.

Viewing 4 replies - 1 through 4 (of 4 total)

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