Broke my site and images, zero support

  • christianoliveira87

    (@christianoliveira87)


    7 months ago

    I tested (fortunately) this plugin in one of my smallest sites, in order to check how it worked and that I could uninstall it in the future if necessary.

    Unfortunately, the process didn’t work out well, more than 500 images dissapeared and stopped working, and the owners of the plugin don’t offer any real solution that works. The only solution provided was to manually restore the images, which I did (using their export function), but some images are still lost and I don’t have any way to recover them easily.

    The owners justify that the plugin works for most cases, stating that “Our plugin is designed to function efficiently across a wide range of environments, yet unforeseen interactions with specific configurations can occasionally result in issues like the ones you’ve experienced.”, which is a red flag for me, as this was just a small and simple test.

    I would never trust something so important and sensible as the images of my websites to a plugin/company that does not take responsability if anything goes wrong.

    This test gave so much work and I had to invest so much of time just to get back where I started, can definitely not recommend it.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Author optimole

    (@optimole)

    Hi Chris,

    I’m truly sorry for the difficulties you’ve encountered; it’s clear that this situation is far from ideal.

    Our team has been actively trying to assist you. We’ve exchanged several emails and requested access to your site to address the issues directly. However, we understand and respect your decision not to grant access. As an alternative, we offered to export the images from your account to help resolve the matter.

    Unfortunately, given the circumstances, there was a limit to what we could achieve and we regret that we haven’t met your expectations in this case.

    Thread Starter christianoliveira87

    (@christianoliveira87)

    Thanks for replying

    Of course I won’t grant access to a plugin that broke my site, I simply don’t trust it

    You offered as a solution to manually restore 500 images. If I had tested the plugin on a bigger site, it would be thousands of images. This was also just testing the basic functionalities, not an anomaly that happened in a very complex and specific situation

    So the plugin didn’t work as expected, and you didn’t offer any kind of solution that didn’t imply tons of work from my side (or trusting you completely giving you access to my site)

    Again, can definitely not recommend it (the plugin nor your customer service)

    Plugin Support Stefan Cotitosu

    (@stefancotitosu)

    Hi @christianoliveira87,

    Thank you for your detailed feedback and for giving Optimole a try. We are genuinely sorry to hear about the issues you experienced with your images. This is certainly not the outcome we want any of our users to face.

    We truly appreciate your effort in testing and reporting the specific problems you encountered. This kind of feedback is invaluable to us as we continuously strive to improve the image offloading process to handle a variety of website configurations more effectively.

    While we understand that the solution provided, to export and manually restore images, has not resolved the issue entirely for you, our support team is always here to help.

    If there are any more details you can share about your configuration or the problems you faced, we would appreciate the opportinuity to better understand how we can prevent such issues in the future. You can reach us directly on our website – any additional information helps us make Optimole better.

    Thank you again for your patience and for communicating your concerns. We are here to help in any way we can.

    Thread Starter christianoliveira87

    (@christianoliveira87)

    Hi @stefancotitosu , I’ve already shared everything I needed to and everything you asked for via your customer service. Your support team was always there to answer, but definitely not to help, at least in my specific case.

    I simply wanted to test the plugin and its features, and the offloading feature broke my site, making most of the images not to display, and losing them in the process (both in my site and in your servers), when testing disabling the offload feature (something really important to be sure that me or anyone that uses the plugin can stop using it anytime in the future without breaking anything, which is clearly not the case).

    This plugin simply is not ready to be trusted

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