Customization does not work even after paying and ADE blocks real users a lot

  • Was reluctant to leave a negative review which was why I sent an email to your support about the following issue:

    The plugin displays a message that ‘You have been blocked by the … plugin’ when an ip is blocked by the shield plugin.

    Another issue I have with the plugin is that your ADE keeps blocking legitimate users and its good at blocking admin as well.

    I contacted you about the first issue, you sent an email for clarification and I replied promptly but you ignored my reply and subsequent one. This is really bad considering that I paid for the plugin. Perhaps you are busy working on more ways to ensure that legitimate users are blocked.

    And finally, there is an anoying message in the 2FA email that says ‘Email delays are caused by website hosting and email providers’. That too doesn’t seem to be customizable.

    The only useful feature the plugin currently serves is audit. Your 2FA and ADE which are supposed to be top features had to be disabled.

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  • Plugin Author Paul

    (@paultgoodchild)

    – You can fully customise the email templates – we haven’t had any recent feedback about that, so you’re referring to something you haven’t asked support for. It’s also outlined in our helpdesk. If there is something which you’ve found uncustomizable – then you can ask us about it and we can improve upon it.

    – the most recent version of the Shield plugin (v12) made some changes to the ADE to help with some problems clients were having. Usually it’s to do with caching and optimisation plugins which I’m sure you’re using – everybody does. Unfortunately caching plugins are often switched on and completely untested which is why admins run into problems.

    If we missed a ticket and seemingly ignored you, then we sincerely apologise for that, it’s never our intention to ignore anyone.

    Our plugin is under constant development and improvement and as I mentioned, the ADE has receive some work. It might have issues, but we constantly work to improve it. It’s the risk that comes with building a complex system to solve a highly complex problem – a system which doesn’t actually exist in any other security plugin. So we freely admit there have been issues and there will probably be more, but we can only commit to working to improve it.

    It’s immensely disappointing to receive a publicly damaging 1-star review in contrast to all the other positive feedback and encouragement we receive, and in light of the never-ending work our team does to build a high quality product backed-up with great customer support.

    We have very little interest in having customers that are so unsatisified with our work and service as to leave a 1-star review.

    Please reach out to us and we’ll issue a refund – and you can put the funds towards purchasing an alternative which may work better for your site.

    Thread Starter lawkeep

    (@lawkeep)

    If only you had responded when I reached out to you for support the negative review wouldn’t have been necessary. I detected the same arrogant tone in your first reply but still wasn’t inclined to leave a negative review at that point. I was only hoping you would resolve the issue which I raised but you chose not to reply to my subsequent messages in your support system.

    If you only knew how much negative feedbacks I received from users on my platform as a result of your ADE which was blocking legitimate users, you wouldn’t have arrogantly said ‘We have very little interest in having customers that are so unsatisified with our work and service as to leave a 1-star review.’

    Anyways I am not interested in your refund as it woudn’t be enough to cover the costs of the damage that has already been suffered from negative feedbacks left by frustrated users on my platform.

    It’s a shame you would reply promptly to a negative review but ignore providing support when a user has paid to use your plugin.

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