The worst solution possible but unfortunately the only one

Hi,
Please give me your forum post URL to check. We usally reply in same day.

Hi,
I just searched our support forum for your posts, found your issue in using FTP forum, also saw our team just replied your query:

Remote FTP add-on is working fine with our FTP info:
https://share.getcloudapp.com/2NujwwO0

But, I found, your FTP server is declining conn request when trying to connect from the FTP, that is why it looks like not working on your installation.

This is not correct. Chose any other FTP server on the settings of your plugin. It doesn’t work.
And you guys never respond in your forum. If I shouldn’t posted here this review you didn’t even look to may inquiry.
I also sent by e-mail my problem to support email and nobody answered, so my friend that is the situation. You have the worst support possible for paying customers. This I think is unacceptable.

Here is your Policy,
Do you respect it?

6. Refund Policy
As we are offering non-tangible digital goods, we do not generally issue refunds after the purchase has been made. We will be happy to consider a refund within the first 14 days of your purchase if you are unable to get the plugin to install properly on your website or if the plugin fails to perform the basic functions as designed and you have worked with the product support team to try to resolve these issues. Refunds will be granted at the sole discretion of W3 Eden. No refunds will be given after 14 days from the initial purchase. Please note that by purchasing the plugin, you agree to the terms of the Refund Policy.

Well for me it doesn’t work.
I need refund.

Actually, the support team replied to your query, but there were seems some delay in 2nd reply as you replied to his reply in a email instead of forum. Forum support team doesn’t have access to the email, and email suppor team got confused as they didn’t know about the issue. However, no worry, as you can’t use the FTP add-on, we shall arrange the refund for that purchase. Alternatively, if you want you can exchange it with any other add-on. Finally, we are really very very sorry for your trouble, and we assure that, we shall do better job with your next query.

I’ve replyed to your forum and nothing happened.
Your support guy told me in his words that on his site it is working, and that’s all.
Is this an answer?
Nobody checked anything on my side.
He asked me for admin access ad I sent him the data by email?
Isn’t this normal?
Did you liked to put my admin acces on site by forum reply? Is this a joke?
But as I said nobody checks the emails.

I’m handling your issue now, just replied in the forum, please check, there will not be any delay anymore :). Again, very very sorry for your troubles.