BUYER BEWARE for the PRO version: Major Support & Security Issues

  • I had been using the free version to backup my development website. I needed to transfer everything from the development version to the live version of the site, and WPAdm advertised that the “PRO” (paid) version made the process very easy.

    The purchase process was simple and straightforward and I received the plugin rightaway. I installed it, per their directions, on the target site and ran the plugin.

    I immediately hit an error message. I went to their website and found the resolution to the issue. In their error message, the resolution was to have the hosting provider “whitelist” two domains by WPAdm.

    My hosting provider told me that the solution was a major security risk, as my site is hosted on a shared server and using their solution also gave WPAdm access to other sites on the server. In addition, they determined that the code written by WPAdm looked for a setting to be turned on, and not if actual data bits were being blocked. Essentially, the fix provided by WPAdm was a cover for poorly-written code. (I’m not a coder, so I can’t judge this.) After significant conversation and negotiation (in excess of 3 hours), I convinced my hosting provider to allow the domains to be whitelisted.

    I then attempted to run the plugin a second time and load the website on the target location. After 7 hours, the website was still not installed and the plugin was continuing to run. I stopped the plugin and reached out to WPAdm. 12 hours later, I had not yet received a response.

    I sent a second message, advising them that if they were unable to provide satisfactory solution quickly, that I would be disputing my purchase. I got a response within 20 minutes. They asked for the log records, which I sent them. They responded that the logs were inadequate and I needed to grant them full FTP access. After having already been advised by my hosting provider that their prior security requests were unreasonable, I refused to grant them full access. I told them I preferred a refund at that point. They have refused. They continue to insist that they need full FTP access. In discussing this with my hosting provider, it would grant them access beyond the one site I need help with, so their solution is unworkable. I solved the problem using a different solution and have never gotten this plugin to work.

    I think a refund is beyond reasonable and they have flat-out refused.

    The free version is great, but BUYER BEWARE if you upgrade to the PRO version.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Author helena46

    (@helena46)

    Dear Teresa,

    actually, we did not refuse refund flat-out. We offered various ways of our assistance in solving the problem, including a real-time support via TeamViewer session in an appropriate for you time that would allow you to control the process and would help to settle down the problem shortly, but you refused any help.
    Having analyzed your logs we did not find any error, however the problem was caused by your hosting wrong configurations.
    Any user can get refund if they allow to check the problem adequately. If it really exists in plugin, you get refund. We cannot assist if there is only one-way strive to help, without giving an opportunity to check the problem thoroughly, rejecting any support as a whole.
    As for the plugin security, each plugin published on WordPress is thoughly checked and tested and only after successful security check it can be published. Free and Pro versions of the plugin are secured equally, moreover, they are both regualarly tested.
    The main secury problems usually come from the wrong hosting configuration, including access permissions.
    Our numerous offer to assist you is still actual.

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    I’m sure I will regret this.

    actually, we did not refuse refund flat-out.

    So! Where in your reply did you offer a refund? Because it seems like you didn’t.

    I’ll give you an opportunity to reply and possibly the original reviewer too before I close this dispute. The review will stay but a back and forth isn’t a good thing here.

    Thread Starter tmcolon

    (@tmcolon)

    I only want to make 3 clarifying statements and then I’m done here:

    1. I use a major hosting provider in the United States (think big 3). Getting “hosting settings” changed to accommodate a single plugin is almost impossible. I’m also not changing hosting providers to accommodate one plugin when other options are easily available.

    2. On the security issue, I should clarify that the issue wasn’t with the specific plugin, but with the access it required to the shared server my websites sit on via the whitelisted domains. It raised red flags with my hosting provider, and they made it clear to me that they will not allow additional changes.

    3. WPAdm never said “No, we will not refund your money.” However, each request for a refund was ignored. To me, that equates to a refusal and was the basis for the statement.

Viewing 3 replies - 1 through 3 (of 3 total)
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