Do not bother wasting your money on the premium version

Hi Joseph,

Looking in our support channels, I can see that you have opened one support ticket on 17th May, to which our support staff replied after 90 minutes with the correct answer, even though you swore at him twice in your initial message.

You then replied 9 hours ago with a new problem, which was difficulty that you were having installing onto a new site, complaining that you could not get it installed. This appears to be because you are using all 10 of the licences you purchased on sites, and so do not have any remaining licences. You then replied 3 times within the hour complaining that support had not come quickly enough, with your final reply being that you were no longer interested in support because you were going to do it another way; and immediately posted this review here, all within the hour.

I am sorry for this negative experience, but, it is never going to be feasible for us to reply to every customer within an hour.

David

P.S. For future usefulness, if you do have a need for responses within a critical time-frame, we do sell dedicated support packages for that: https://updraftplus.com/shop/get-support/ . We would advise planning ahead, because the expectation of staff resolving your problem within one hour of requesting support is not realistic – but as I say, we sell packages with timed guarantees for people who need them.

Hi David

Thanks for the reply. Perhaps I am the exception to the rule, but your plugin:

– Has terrible support channels. Considering how clunky and impossible the support forum and knowledgebase it is to use, I would not be caught dead paying for extra support from your company, especially after paying $95 for a years license. I guess that is not enough for ‘premium’ support.

– Does not have any way of managing licenses from within the web interface. How exactly was I supposed to know that I had hit my license limit, I might ask? And no I don’t want to install your UpdraftCentral plugin or waste my time setting up sites manually from within my account just to see my licenses. It’s like the paid version of your plugin is built to make your users life difficult. On top of this, is it normal to get an ‘Unexpected response’ when trying to REMOVE a site license like I did, after realizing that perhaps I had hit my license limit?

– Failed to both create a backup on the source site AND authenticate on the target WordPress install in the incident reported today. You forgot to mention the actual error that I reported, conveniently. So I guess the fact that I encountered an error with your authentication server and mailed about it three times in three hours because it was an urgent request is my fault then? And yes, whether you would like to believe it or not, many premium plugins pride themselves on offering support to paying customers within 30 minutes to an hour WITHOUT having to pay EXTRA for ‘premium support’. In this case the server was a nightmare and almost all plugins failed to create backups, so the your plugin not being able to create a backup is more understandable, but the combination of not showing our licenses anywhere in our account AND then getting another Unexpected response error / glitch instead of a notification that I had simply reached my license limit points to a less than stable setup from my experience.

I’m sorry David. You have an AMAZING free plugin, and it works wonders. But your web interface for paid users and your support channels as they stand are a joke. If you fix them, I will happily come back as a paying customer.

PS. I will also happily update my review.

Thanks for the head up VikingCC… Was going to purchase this for the clone/migration feature but think I might be better to hang on to my money…..