Buyer beware – hidden charges – update

  • Anonymous User 8411015

    (@anonymized-8411015)


    8 years ago

    This is an update to my comments at the bottom of this review.

    Alexandra (plugin developer) has responded to my concerns about the pdf charges and explained them. She has updated her site to make the charges clear (btw – they are not unreasonable).

    She has refunded my my purchase price but is still allowing me to use the plugin with some pdf credits. This is a staggeringly good level of service.

    I can recommend CaptainForm and Alexandra highly.

    Previous review
    A nice plugin – with a major concern.

    CaptainForm details the features for different plans on their site. I purchased for the pdf functionality – that alone.

    Unfortunately to get pdf of my form, formatted as published – CaptainForm charge credits – 1 for each pdf created. You are expected to pay to top-up the credits. Therefore – the purchaser has an ongoing cost that is not made clear before purchase.

    I find this dishonest and sharp practice.

    One to avoid.

    • This topic was modified 8 years ago by Anonymous User 8411015.
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  • Plugin Contributor CaptainForm

    (@captainform)

    Hi Mike,

    I am very sorry for this and we will update our features matrix and help signs accordingly. This has never occurred as an issue until now.

    Let me explain how it works.

    The regular PDF submissions are available on the plan that you have purchased (Apprentice – $35/year) and they are unlimited. ?Regular” means that a table with the field labels and submission content is generated in PDF format for each submission. The PDF looks just like the submissions that you receive by email and it is attached to it.

    The form layout PDF means that the PDF will look like the form (with all of the inputs, choice fields etc. and their arrangement on the page). We purchase credits ourselves from a third party that converts the HTML & CSS to PDF. That’s why we need to charge for this.

    We’ll try to make things more explicit. This really wasn’t on purpose and I am very sorry for the situation.

    We’re here if we can help with anything else.

    Best regards,
    Alexandra
    The CaptainForm Team

    Plugin Contributor CaptainForm

    (@captainform)

    Hi again,

    We have added the following description for PDF notifications in the Features Matrix: “You will receive a copy of the form submission in PDF format attached to the notification email.” This way, it is, we believe, clear that the PDF represents a copy of the submission sent as a PDF and nothing else.

    For the PDFs with form layout, the original text said: “If you enable this option, the PDF submission will have the same layout as the form, with the user input included in the fields.”

    We have added the following paragraph: “The conversion from HTML to PDF is made through a third party (and we pay for their services), so you will need to purchase credits in order to receive the PDFs in form layout.”

    Hope things are better now.

    Best regards,
    Alexandra
    The CaptainForm Team

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