Terrible, TERRIBLE support.

  • dalmo3

    (@dalmo3)


    3 years, 9 months ago

    Support doesn’t care at all, I have an ongoing issue for over a year and a half. They don’t even reply the emails anymore.

Viewing 9 replies - 1 through 9 (of 9 total)
  • ignatiusjeroe

    (@ignatiusjeroe)

    3 years, 8 months ago

    So what is the issue? I might help where I can if you still having issues.

    Plugin Author Cristian Raiber

    (@cristianraiber-1)

    3 years, 4 months ago

    @dalmo3 – welp, I might be too late for this but we’ve just acquired ownership rights to this plugin and I’d be more than interested in learning about the issues you’ve faced as well as addressing them ASAP via a fix.

    cmply

    (@cmply)

    3 years, 4 months ago

    Cristian – have you taken over everything for the plugin including paid extensions? I identified an issue (incompatibility) between the ‘downloading-page’ and ‘mailchimp-lock’ extensions (which I had paid for) early last year.

    After not hearing back for months, I opened this thread in which Barry finally responded: https://wordpress.org/support/topic/beware-no-tech-support-for-paid-extensions/

    It would be great to have these fixed, if possible.

    Thanks…

    ignatiusjeroe

    (@ignatiusjeroe)

    3 years, 4 months ago

    i had a similar experience. They just don’t bother to respond via their official site. This gives the impression that they have no desire to interact with their customers. I would therefore discourage people from buying their premium plugins. Customer support is key when selling premium plugins. If it’s non existing it is not worth buying anything from them.

    Plugin Author Cristian Raiber

    (@cristianraiber-1)

    3 years, 4 months ago

    Yup. We have taken over everything.

    Barry was a single person and he did as much as humanly possible. Fortunately, we’re a bigger team and we have the bandwidth to deal with these situations.

    If you guys could re-send your issues via email or just post them here, I can 100% promise they will get handled in the shortest possible time.

    cmply

    (@cmply)

    3 years, 4 months ago

    Good to hear Cristian – if I email the support address will that be directed to you and/or your team?

    In any case, here are the notes that were originally sent to Barry and his team:

    When both plugin extensions are active (Download page + MailChimp lock), if I post an existing MailChimp subscriber’s email address to a MC4WP form that redirects to the appropriate download, the subscriber IS successfully redirected to the Download Page and the download starts as intended.

    However, if I try to use the email address appended to the URL (as would be embedded in an email), the Download Page performs the unexpected redirect and the download doesn’t start.

    Alternatively, when the Download Page extension is NOT active (fully deactivated), the download URL with the email address in the query string DOES begin the download (obviously without a downloading page).

    Example:
    If user is NOT a current subscriber (for example, pending double opt-in) and completes a MC4WP form which redirects to the download URL, MailChimp-lock appropriately redirects them to my “No Access” page.

    If user is a current subscriber and completes the form, MailChimp-lock appropriately redirects them to the Download Page and the download DOES successfully start.

    However, a user tries to access the download using a query string of an existing subscriber (see example URL below), the download does NOT start (the page gets redirected).
    hxxps://www.domain.com/download-folder/name-of-download/?email=test123@userdomain.com

    Just to mention it again, when the Download page extension is NOT active (it’s disabled), the download URL with the email address in the query string DOES begin the download (obviously without a downloading page).

    The URL + query string email address redirection problem only presents itself when BOTH extensions are active.

    • This reply was modified 3 years, 4 months ago by cmply.
    • This reply was modified 3 years, 4 months ago by cmply.
    Plugin Author Cristian Raiber

    (@cristianraiber-1)

    3 years, 4 months ago

    @cmply – just as a record, it’s never a good idea to publish email addresses, especially on forums that get scraped often 🙂 But yes, that’s an email address that’ll reach us.

    I’ve gone ahead and opened up a GitHub issue with this: https://github.com/WPChill/download-monitor/issues/671 for our dev team to look into.

    Feel free to open any more issues using that GitHub repo. We actively monitor it and reply there as well.

    cmply

    (@cmply)

    3 years, 4 months ago

    Whoops! Thanks for reminding me. I’ve edited the post and will check the repo for updates.

    Thread Starter dalmo3

    (@dalmo3)

    3 years, 3 months ago

    Hi @cristianraiber-1, my issue is best understood seen rather than read: https://imgur.com/a/mHvOZNk

    The Mailchimp Lock plugin is spamming the notification banner. Sometimes it goes after I refresh, but it soon comes back as one notification, then two, then hundreds…

    This started back last June, when the license expired. Then I renewed the license and the problem didn’t go away. It says ACTIVE on the page. I’ve tried removing the license and adding it again. Tried removing/reinstalling the plugin. Nothing worked.

    And since then the support is inexistent. Support which was the very reason I renewed the license for… Hope you guys succeed.

Viewing 9 replies - 1 through 9 (of 9 total)
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