Customer Support is a JOKE, need refund!

Purchased WPTouch Pro, have lost money because my shop products display without a way to purchase. Multiple support tickets submitted. I get a response, then no follow up. Yesterday I received the most ridiculous of responses, a screenshot from tech support stating that they ‘couldn’t reproduce the problem I reported’. OH Yeah????!!!! The screen shot clearly was missing the select options for purchase, item description was missing, no way to add to cart, other pics in the gallery missing… WTF???? NO problem??

I sent a request to cancel and receive a refund as apparently there is no hope of responsible & helpful support. I will be filing a case against you to get my money back because I doubt that experience will go about as well as your support has gone… worthless.

So now it’s been 1 day short of a week when I received an email that I would receive a refund within 48 hours. It was a pay pal purchase so it should have been quick. I called pay pal and there is NO a refund in progress!

I received an email apologizing for the latency in response to my support tickets. I was told by the tech that he had been in a car accident. Ummm…. Emilio would respond but not follow up. With a reported 100,000+ installs of wptouch I am supposed to believe there is only 1 tech?? WOW!!

The day I received the email that I would receive a refund, they of course rendered the license as not valid. NP BUT what they did NOT tell me was that I until I removed the plugin entirely that my customers would not be able to ‘add to cart’ and check out! WOW!!! I needed to get screenshots while it was still installed to prove it was not active/valid because I of course have filed a case against them. Once I uninstalled it completely, things STILL didn’t work correctly. There was residual crap from the plugin that I had to clean-up.

This is one of many emails I received from Word Press alerting me to fatal errors associated with WPTouch. I received emails like this from the beginning. Once again, if you have issues with this plugin you are ‘SOL”SH** OUT OF LUCK’ AND you will need to fight like hell to get your money back. I am amazed that so many rate this plugin so highly. I would have been fine if it was just an incompatibility issue, that happens. WHAT I am angry about is the total lack of support and excuses that insult my intelligence. IF the guy had been in a car accident, he wouldn’t have replied at all. AND considering the installs this plugin has, my case should have been re-assigned to someone who COULD address the issues. But that’s not what happened and I call BS on that! I can’t stand a liar. Most of all I can’t stand a lie that insults my intelligence. If you are going to lie, at least come up with something plausible!

Below is one of many WordPress emails I received regarding WPTouch plugin.
****
Howdy!

Since WordPress 5.2 there is a built-in feature that detects when a plugin or theme causes a fatal error on your site, and notifies you with this automated email.

In this case, WordPress caught an error with one of your plugins, WPtouch Pro.

First, visit your website (https://website.com/) and check for any visible issues. Next, visit the page where the error was caught (https://website.com/wp-admin/admin.php?page=wptouch-admin-general-settings) and check for any visible issues.

Please contact your host for assistance with investigating this issue further.

If your site appears broken and you can’t access your dashboard normally, WordPress now has a special “recovery mode”. This lets you safely login to your dashboard and investigate further.

https://website.com/wp-login.php?action=enter_recovery_mode&rm_token=uXorfoCxqUo98dxVjcjecM&rm_key=pPQiNyNXAxA31I4GAcmW1K

To keep your site safe, this link will expire in 1 day. Don’t worry about that, though: a new link will be emailed to you if the error occurs again after it expires.

When seeking help with this issue, you may be asked for some of the following information:
WordPress version 5.3
Current theme: Thesis (version 2.9.9)
Current plugin: WPtouch Pro (version 4.3.34) PHP version 7.0.33

Error Details
=============
An error of type E_ERROR was caused in line 6 of the file /home/username/website url.com/wp-content/plugins/wptouch-pro/admin/settings/html/post_type.php. Error message: Uncaught Exception: Serialization of ‘Closure’ is not allowed in /home/username/website.com/wp-content/plugins/wptouch-pro/admin/settings/html/post_type.php:6
Stack trace:
#0 /home/username/website.com/wp-content/plugins/wptouch-pro/admin/settings/html/post_type.php(6): serialize(Object(WP_Post_Type))
#1 /home/username/website.com/wp-content/plugins/wptouch-pro/core/admin-load.php(193): include(‘/home/username/…’)
#2 /home/username/website.com/wp-content/plugins/wptouch-pro/core/admin-render.php(170): wptouch_admin_render_setting(Object(stdClass))
#3 /home/username/website.com/wp-content/plugins/wptouch-pro/core/admin-load.php(170): include(‘/home/username/…’)
#4 /home/username/website.com/wp-includes/class-wp-hook.php(288): wptouch_admin_render_menu(”)
#5 /home/username/website.com/wp-includes/class-wp-hook.php(312): WP_Hook->apply_filters(”, Array)
#6 /home/username/website.com/wp-in
****** end of WP email

I even sent Emilio a download link for my sql database and website data files to look at (which he said he would look at) He did nothing with them!
******
From: Emilio Rivera [mailto:[email protected]]
Sent: Monday, November 18, 2019 12:18 PM
To: MY NAME
Subject: [WPtouch] Thanks for your feedback MY NAME(13 Nov 2019 13:59pm)

Hi MY NAME,

Sorry that you didn’t get replies sooner. Like I mentioned, I was forced to take some time off due to injuries I sustained in a car accident. We usually get back to customers much faster than you’ve been experiencing.

We work hard to make customers happy and only want happy customers. So we’ll be processing a refund for your purchase. You should see the refund for your purchase of WPtouch Pro in your account within 48 hours. Though, it may take longer (or shorter) depending on your financial institution.

Thank you for trying WPtouch Pro!

**********
It sounds like it might be helpful for us to take a look at your WordPress configuration – this is a private ticketing system so you may provide temporary admin-level credentials in confidence. We’ll need:

– WordPress credentials (dashboard url, username, password)
– FTP credentials to the root level of your WordPress installation (ftp address, username, password).

Before granting anyone access to your site, we strongly recommend that you backup your WordPress installation and WPtouch Pro settings.
*************
I was unfortunately forced to take some unexpected time off. Sorry we weren’t able to take another look with the credentials you provided.

Sure, you can send a .zip file of the site with the database and I’ll set it up locally to do some testing. Thanks.

***********************

AFTER THE EMAIL ABOVE WHICH I RECEIVED FRIDAY, 11/15/2019 I HEARD NOTHING UNTIL I RECEIVED THE EMAIL INFORMING ME THAT THEY (WPTouch) WERE ISSUING ME A REFUND ON MONDAY 11/18/2019. IT IS NOW SUNDAY, 11/24/2019 AND I HAVE RECEIVED NOTHING!!!!!!!!!!!!!!! SHAME ON YOU!!!!! Hopefully the case I have opened against them will resolve soon. I lost so much money during the month of the year where I sell the most. The least they should do is return my $95!

• This topic was modified 5 years, 4 months ago by sapience.
• This topic was modified 5 years ago by sapience.
• This topic was modified 5 years ago by sapience.
• This topic was modified 5 years ago by sapience.