avoid at all cost

Hi @erictracz,

Your statement is false: I offer support to each client, this is not a waste of money as we offer all the tools, open source code for the free plugin, clear terms and even a demo site for self testing. I am always available for answering questions and a proof of this is this forum.

Plus, I wanted to mention some key points. First, you asked for a dispute in Paypal. When you create a dispute, you cancel the subscription automatically and no tech support is granted according to our Purchase Terms and Conditions, in the “Automatic License Cancellations” section. The dispute was on our favour.

Secondly, you threated us to post a 1 star review unless we issued a refund, and we cannot accept this situation.

We try to be as clear as possible with our terms and conditions, and I offer the best support I can to improve the experience of each client and it is hard when I hear threats. We are transparent in our processes and documents.

Let’s recap the situation in detail, if you insist.

2019: purchase was made. Fine, no problem. We even upgraded to agency bundle.
2020: subscription was cancelled and expired. You charged us for a renewal and because there was no contact we issued a dispute which we won.
2021: your systems said that subscriptions and licenses are cancelled and expired: https://www.dropbox.com/s/zg46i3zn6g4fc8g/Screenshot%202021-05-11%20at%2020.48.11.png?dl=0 this is a screenshot from your site that said it.

License was expired too.

Even though your systems kept saying that the subscription was cancelled / expired you still charged. The case with PP is ongoing and will not be let go.

ONLY AFTER numerous emails, trying to open tickets without any reply the only thing you did was activate the license.

This is blatant theft and I will be sure to spread the word about it. The threat of 1* review was done over a month after this whole thing started. This doesn’t seem to matter to you and I believe that it’s well-justified.

Would you like to see screenshots of all the emails that were sent to you? Perhaps you’d like to check the still unanswered ticket #2960106 on your site?

Randomly addressing reviews is NOT the same as providing support. Ever since this plugin was purchased, I assume by you, it went downhill. WAAAY downhill.

So, I reiterate:
ZERO CONTACT

NO SUPPORT

WASTE OF MONEY

AVOID AT ALL COST

Hi @erictracz,

Let me clarify your main points:

ZERO CONTACT: You submitted a message on May 17th. I replied on several moments. I am replying here as a proof of this, so this argument is not valid. on the ticket you mentioned which is on the Support ticket for subscribed users. we are clear and strict with our Purchase Terms and conditions (which you read and accepted before the subscription), and you disputed a refund with Paypal on May 11th. being the cause of termination of the service, but NOT on the other channels (like the one you submitted on May 17th and I assisted despite that situation). Everyone can check the Terms and Conditions anytime:

– https://getawesomesupport.com/terms-conditions/

For readers: you can see in the terms the conditions where we issue a refund (and we issued refunds with justified reasons and after collaborating to troubleshoot and investigate).

NO SUPPORT: A clear proof for you readers is the support I offer daily on the WordPress Forum, and the other positive reviews. You can go to the Support threads section and see how often I reply (and you can determine if my service fits your needs even before purchasing). I also made huge efforts to make updates to the plugin lately to make it more stable, secure and optimized as possible.

WASTE OF MONEY: You have the options to use the free plugin, and if need to make further tests, go to the demo site:

– https://asdemo.awesomesupport.com/

We have several clients that are happy and satisfied with the paid add-ons and one result of this is numbers. Prices are fair and bundles offer even cheaper pricing than purchasing one by one individually, and you have the biggest one with the highest amount of add-ons.

Explain this: WHY ARE YOU ISSUING A CHARGE on an EXPIRED / CANCELLED subscription? Because this is the very expensive question. We won the chargeback last year against you. We didn’t want the renewal. Now, even when that subscription was EPIRED / CANCELLED you charge again. This is NOT OK. That refund should be issued immediately.

Hi @erictracz,

You had a license upgrade on May 2019 and due to that you had a new product, the multiple site bundle. On May was “expired”, but not cancelled. You cancelled the single site. You should have cancelled all the bundles, including the latest one with the latest upgrade.

Readers, this is why it is important contacting support before renewals and assure that licences are cancelled properly. The client in this example did not.

The issue is that when a subscription is EXPIRED and license is EXPIRED it should NOT be auto-renewed. It’s EXPIRED. And it was expired on the bundle that got renewed.

License expired and that information should’ve been sent to PayPal, but it did not. Your system is broken. License and subscription KEPT BEING EXPIRED EVEN AFTER THE AUTOMATIC RENEWAL. The only reason for it to become active on your site again is BECAUSE YOU SWITCHED IT BACK ON MANUALLY AFTER I CONTACTED YOU ABOUT THE REFUND.

2020 it was disputed and I won. 2021 what makes you think I’d want that license renewed?! Right now I’m being kept hostage. This is the ABSOLUTELY WORST POSSIBLE customer experience I’ve ever had.

Just do the right thing here. Issue the refund and let’s part ways forever.

Just do the right thing here. Issue the refund and let’s part ways forever.

That’s enough.

@erictracz Do not use the review section to get a refund. If someone pulled that on you, you would have a problem.

I’m closing this review. For pro or commercial product support please contact the developer directly on their site. This includes any pre-sales and refund discussions as well.

As the developer is aware, commercial products are not supported in these forums. I am sure they will have no problem supporting you there.