Total waste of money ( pro version ) *Warning you will never get some refund

I actually provide refunds several times a year if things actually do not work.
This is (so far) not such an occasion. That doesn’t make me a thief.

A missing admin bar is NOT an AdRotate issue. A lack of access to the dashboard is NOT an AdRotate issue. As I tried to explain.

I offered my help several times and you didn’t provide more useful information so far. But suddenly you demand a refund for some unclear issues that very likely are easily resolved.

Calling me a thief is not helpful or productive to a resolution.

[redacted]

• This reply was modified 4 years ago by Steven Stern (sterndata).

@adegans I’ve deleted your offer to login to your user’s site. While I know you have the best of intentions, it’s forum policy that you not ask users for admin or server access. Users on the forums aren’t your customers, they’re your open source collaborators, and requesting that kind of access can put you and them at high risk.

If they are paying customers (such as people who bought a premium service/product from you) then by all means, direct them to your official customer support system. But in all other cases, you need to help them here on the forums.

Thankfully are other ways to get information you need:

• Ask the user to install the Health Check plugin and get the data that way.
• Ask for a link to the https://pastebin.com/ or https://gist.github.com log of the user’s web server error log.
• Ask the user to create and post a link to their phpinfo(); output.
• Walk the user through enabling WP_DEBUG and how to log that output to a file and how to share that file.
• Walk the user through basic troubleshooting steps such and disabling all other plugins, clear their cache and cookies and try again (the Health Check plugin can do this without impacting any site vistors).
• Ask the user for the step-by-step directions on how they can reproduce the problem.

You get the idea.

We know volunteer support is not easy, and this guideline can feel needlessly restrictive. It’s actually there to protect you as much as end users. Should their site be hacked or have any issues after you accessed it, you could be held legally liable for damages. In addition, it’s difficult for end users to know the difference between helpful developers and people with malicious intentions. Because of that, we rely on plugin developers and long-standing volunteers (like you) to help us and uphold this particular guideline.

When you help users here and in public, you also help the next person with the same problem. They’ll be able to read the debugging and solution and educate themselves.

@sterndata obviously I have a support system of my own. We’ve been having a go at it via email. The AdRotate Pro has a contact form built in into the dashboard.
My efforts to help obviously weren’t appreciated by the customer.
Not sure why, as we were in the middle of determining what was going on.

This “review” is nothing but an angry rant about their perceived experience. And as such is NOT a review. On top of that it’s written for a plugin that’s not hosted here. So instead of trying to explain how support is/should be handled you should be looking in to that?

If you upsell your free plugin, then a review of the upsold product is valid here.

If you need to contact the moderators about this then you can do so via the Slack #forums channel.

To use that channel you need a Slack account. You can obtain one via these instructions.

Slack

If you do use Slack do not direct message me or any other moderator. Use the #forums channel and any moderator there can assist you.

@sterndata AdRotate Pro is a separate plugin. Installed from a different zipfile, sold via my website. But that’s not really the issue here is it… If you feel that this rant is a valid “review” and should remain visible for this plugin, while it’s written for another plugin… Then so be it.

@creationbeaudoin If you have further questions or need any further help with AdRotate Pro you know where to reach me. The contact form is in your dashboard or you can use the contact form on my website – As linked from the plugin dashboard.
I’ll be happy to assist you to investigate your reported issue further, I’m sure we can come to some sort of workable solution or explanation for what’s happening.

?contact form is in your dashboard?

As I said in my first email… contact form doesn’t work too! Because of the license not working out as they should! That’s why I asked for a refund later on! Because too many things don’t work like they should! Licence have been activated! But contact form in the plugin dashboard return me the following message…. license is expired!! I just asked for a refund, because you sold me something that doesn’t work out. You don’t want to make a refund for this.. no problem at all. Take my money. But I think it’s important for people to know what they can expect if they upgrade from the free plan to the pro one.