Hi there, thank you for your honest oppinion.
We see you opened 11 tickets on our support platform, and that our support managers were very dedicated trying to help you with every error that came along. The plugin cannot selectively work. Either it works, or it doesn’t. There were issues with how Amelia Users were saved in the database, and some php errors. However, connecting Google Maps, Google Calendar, setting time zones and so on were simple configuration issues, which were easily fixed.
The PHP errors that occured were referring to something we needed remote access to debug. While you did provide us tokens on a few occasions, there were times when those tokens would expire, so our managers needed you to create new ones, which (you’ll agree) wastes a lot of time on both sides. We are working through all support tickets in order in which they are submitted, and we’re not prioritizing anyone. We were, and still are dedicated to resolve the remaining issue with PHP errors. The SQL syntax errors also require database access, or sending us a dump of the database, so we can look at Amelia’s tables structure. Without it, there’s not much we can do.
Our developers tried replicating the issue, and did all necessary tests on our end, but couldn’t replicate it. That’s why we asked for another WP token to see and resolve the errors you kept getting.
As for premium support – We sent you an offer for a discount if you wanted to purchase an additional license. Nowhere did we mention you should purchase premium support, which you already have since you purchased the plugin on our website. Also, as per our terms and conditions – we do not provide lifetime support for purchases made through our store, but instead premium support is provided as long as you’re subscribed to the plugin. Subscription plan lasts one year, so you’re entitled to receive all upcoming updates and support during that period of time. If you don’t cancel the subscription, it will automatically be extended for another year, which will grant you another year of updates and support.
We’re sorry if you misunderstood, but you don’t need to pay for anything else – you have premium support and included updates. Our support managers will gladly help you resolve the issues you’re facing, if you’re willing to provide them all necessary access.
Kind regards.
