Bad Support – Watch Out – Does Not WORK!!

  • Resolved cherlihy

    (@cherlihy)


    7 years, 4 months ago

    Verified today, they are now deleting support requests from their own forums at https://www.nextscripts.com/forums/forum/snap-wordpress-plugin-forums/

    Wordpress should really consider removing the plugin from the repository.

    I just don’t get it nor can I wrap my head around why they don’t support their paid product. The only responses you get are ones telling you to see their FAQ or their installing instructions. Even after submitting multiple tickets, along WITH screenshots they refuse to support anyone who has paid for the product. Ludwig (the author) is very unprofessional which leads others to get negative over the level of support we receive.

    We requested a refund, and the response we got was: “It works…”

    So now we have opened a dispute with Stripe (their payment processor) because of poor support, and their product does not work AS ADVERTISED on their website. If they would have simply HELPED and supported the product, most of use wouldn’t be here right now.

    However, if you post on their www.remarpro.com plugin page under reviews and support there, they are quick to respond with negativity claiming it works, yet they have handfuls of users complaining and asking for support that they are not getting even here on their actual support site.

    They have pissed me off so much to this point, ANYWHERE that I see an option to review their scripts on any wordpress resource, I plan to go out of my way to make sure others know of my experience with them and the experience of others, and to NOT invest into such a fraudulent product.

    Wordpress really should pull their product from the repository.

Viewing 5 replies - 1 through 5 (of 5 total)
  • Plugin Author NextScripts

    (@nextscripts)

    Here is the story of your issue:

    1. [2012] Since first version of the plugin came out Facebook API allowed you to set/change title, description and the image of the shared link.
    —- SNAP passed description and the image to each API request to share a link.

    2. [July 18, 2017] Facebook made a description to stop allowing you to set/change title, description and the image of the shared link. They said they done it to \”fight fake news\”.
    —- SNAP was still passing description and the image to each API request to share a link, but those parameters were completely ignored by Facebook.More info about that: https://www.nextscripts.com/known-issues/facebook-shared-links-info/

    3. [July – November 2017] Many big Facebook\’s partners complained about their decision.
    —- SNAP was still passing description and the image to each API request to share a link, but those parameters were completely ignored by Facebook.

    4. [November 07, 2017] Facebook decided to partially rollback it\’s decision about disallowing an ability set/change link info. They decided to allow that to some \”selected partners\”.
    Facebook releases API v2.11. That API comes with one change affecting SNAP. Those \”Selected partners\” (officially called \”owners of the URL\”) are now able to set/change title, description and the image of the shared link. Everybody else is now getting \”(#100) Only owners of the URL have the ability to specify the picture, name, thumbnail or description params\” errors.
    —- SNAP was still passing description and the image to each API request to share a link, but those parameters were NOT IGNORED anymore. They were the cause of the (#100) error.

    5. [November 10, 2017] We release SNAP 4.0.11. We completely removed the part of the code that were passing description and the image to each API request to share a link. SNAP is no longer passing this parameters and that has fixed the (#100) error..

    SNAP is open source plugin, you can take a look the code and see by yourself that part that were sending \”picture, name, thumbnail or description params\” were removed from the fb.api.php file. All you need to do to fix your issue is update your plugin to 4.0.11. It\’s physically not possible to get this error in 4.0.11. If you are still getting the error, your plugin is not 4.0.11. Our support has told you that about 30 times. Please update your plugin. Make sure all they files are updated. Clean all the cache. Once you get the update it will work. This issue has affected a lot of people between November 7 and November 10. 4.0.11 fixed it for everyone.

    Plugin Author NextScripts

    (@nextscripts)

    Could you please stop generating those threads?

    Plugin works fine for everyone. Our support done everything possible to help you. You don’t want to listen and follow our instructions.

    You are no longer our paid customer. Please uninstall our plugin ASAP.

    Thread Starter cherlihy

    (@cherlihy)

    WOW! I should take the time to post your “support” replies, but your product simply not worth it at this point. Thank you for finally issuing a refund.

    “Plugin works fine for everyone.” These and your forums speak for themselves. It’s sad your able to sucker folks into a non-working product.

    Adios!

    Yes, the support is existing but even worse they don’t bother to resolve any issue with THEIR OWN PAID product.Look at this:
    Ticket: Open Subject:Flipboard error Category SNAP WordPress Plugin Updated: 28 days ago
    They never even bothered to see my ticket on their paid site for 28 days.I tried to reach the here but with no avail.So whoever is going to pay for this plugin consider this:if you run into some problem you are on your own and believe me you will run into issues all the time.When the plug runs properly it does a great job.I paid 3 years till now but its almost a year that i’m unable to use it, basically trowing my money on the wind.Be careful guys.

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    While I do sympathize, these are not the forums for this topic. You have a problem with the author’s paid support and as the author is aware, that’s not for these support forums.

    For pro or commercial product support please contact the author directly on their site.

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

    The only exception is that you may leave a review here about your “upsell” experience in these forums. Please do not make it a back and forth if you do; those get closed because tit-for-tat exchanges aren’t really productive.

Viewing 5 replies - 1 through 5 (of 5 total)
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