Mixed feelings previously but feeling more positive now

  • Since posting this review several days ago, the developer has responded in a professional and receptive manner and has acknowledged the former limitations posed by people trialling the product being unable to gain access to support = and he is NOW MAKING THIS AVAILABLE. This positive response is appreciated and this will be a win-win for both him and his customers. Well done, thank you.

    His support desk has also contacted me in response to my technical issues. Again, thank you.

    I appreciate the huge amount of input and costs that go into developing and supporting quality WordPress plugins and I would be the last person to wittingly and unfairly put a product in a bad light. Therefore, my revised view of WP Symposium Pro based on the developer’s reply is that once the technical issue has been resolved (of the Extensions plugin crashing my site) I will be keen to evaluate the extended options of the product (which look very good)further. However, from what I have seen of the core product, it appears very good and I have also read some very good reviews of the product which is encouraging. The short codes feature looks excellent. And the developer has clearly put a lot of effort into support videos and overall documentation. Assuming the quality of Support is at a high level, the product promises to be a valuable addition to the WordPress Plugins stable.

    I feel I am being as fair as I possibly be at this point and I am changing my rating from 2 to 4 to reflect my current overall assessment of WP Symposium which takes into full account how the developer responded to my issues.

    ———————————-

    My original review:

    We are SO disappointed and frustrated with WP Symposium. Here are my “beefs”:

    a) It is abundantly clear that WPS persistently and stubbornly refuses to provide assistance to people who are TRIALLING the product and put a gun to their head to FORCE them to sign up first – and then try to get a refund if you find there are issues – and of course, in the real world you may not even realise there are issues until AFTER the refund period

    I have read so many posts from people utterly frustrated with this policy and SO AM I

    b) In my case I tried to contact them because when the PRO extensions plugin is activated it crashes my site. As there is no desk support available to trialers, I placed a post in the forum a full week ago with no response and a follow up several days later asking if I could expect any help. To today, NO RESPONSE.

    WOULD YOU NOT THINK THAT SUCH A SERIOUS ISSUE WOULD BE ANSWERED! AND ESPECIALLY GIVEN WE ARE A POTENTIAL BUYER!!

    c) There is not even a contact email address on the website! (something required by FTC rules by the way!). I managed to find it on their Facebook page. So if you are frustrated as well, email them at [email protected]

    d) On their main web page which I looked at again today there is NO PRICING table – in fact there is no link to ANY page enabling a person to buy this product and evaluate the options or prices! Is this Micky Mouse or what?? Incredible but true.

    e) There are inconsistencies in the pricing table anyway (the one that USED to display) and the information is confusing

    f) Many people have asked for websites that use WPS but they refuse to provide these – they just tell you to buy a subscription and you will be able to see how it works!! Outrageous.

    g) There is a worrying over-preponderance of complaints about bad or non-existent support – no surprises there!

    h) It is clear that the “culture” of WPS is shooting them in the foot – the impression being given is that they just do not care and money in the bank is all that matters. This is NOT a formula that works anymore in the longer term.

    i) When we took up a membership several years ago under their old membership system and started the set up process (since abandoned until this time around when we thought we would give it another go).

    We have made the decision that this is NOT a product that we want to support. It is unfortunate that what may possibly be a good product (it would be nice to actually be able to see it fully in action however we can’t because as stated above when the Extensions plugin is activated it crashes our site) is being wasted through bad policies and bad support.

    I will be happy to commend WPS if they choose to respond with some basic humility and professionalism and undertake to resolve my issues. I seldom write negative reviews but sorry WPS, to this point you have really earned it.

Viewing 6 replies - 1 through 6 (of 6 total)

  • Good morning, Im very sorry to hear of your troubles, it is not our usual feedback and would of course like to respond.

    Quick nite that pricing and so on is available on the website via the menus on https://www.wpsymposiumpro.com. I will check that it is easy to find and change accordingly if not.

    Rather than respond at length, I would like to first thank you for your feedback as it helps us consider how we can improve support.

    I particularly like and would want to embrace improving support during the trial period which, whilst it has a direct cost and is a risk financially to us and the project, as soon as possible we will look at providing helpdesk rather than forum support during the trial period to help people set things up. As you say, it makes good sense, many thanks for the feedback. Support is provided online, remote access to your site, Skype and if feasible via the phone. Cant guarantee it, but we have even visited people in person.

    Also our apologies if we overlooked you, the above should address that in future, and rest assured we will be more than happy to personally help you with any problems should you wish.

    I dont want to in any way try and persuade you to spend money on the plugin, we actually provide WPS Pro as non profit, all that is earned covers hosting and support costs, that is all.

    Providing a large plugin is very hard and expensive work, we do it because we love it and not to get rich, like many plugin authors, and support is the biggest and costliest aspect of doing so. So if we have slipped up, our sincere apologies and hopefully you will allow us to put things right for you.

    Best wishes,
    Simon and Robert.

    Just a quick follow up, I’ve amended the menus so the pricing is clearer to find, and we’ve set up the helpdesk so that those who download the trial can get helpdesk support during that time. Thanks again for the feedback.

    We would be happy to provide links to sites that use WP Symposium Pro, it’s just that the “design” of those sites is out of our control, but we are still judged on it, and also the subject matter of some sites is not really suitable for all, so we have to be a bit careful. Hope you understand.

    Moderator Jan Dembowski

    (@jdembowski)

    Forum Moderator and Brute Squad

    *Reads*

    @bryanne If you’re really “SO disappointed and frustrated with WP Symposium” why did you give it 5 stars?

    *Drinks coffee*

    The author did reply very well though.

    Thread Starter bryanne

    (@bryanne)

    Thanks Jan for your response. Good point. Clearly I did not mean to give it 5 stars and this is now essentially rectified by virtue of this reply – it should have been TWO stars. Obviously the 5 stars is a default rating which can catch you out – maybe this should be clearer – or maybe its just my fault. In any event, in the mood I was when I did the post I would have given it TWO stars.

    Moving on from there, in view of the developer’s positive and pro-active response (plus an email reply regarding the technical problems) I am now going to add a follow-up post acknowledging this.

    As you can see, the developer has acknowledged some serious shortcomings in their support system and is addressing them which will be of benefit to their business, so a lot of good appears to have come out of this. I am also appreciative of the tone of his response and this can go a long way towards “healing wounds”.

    Thread Starter bryanne

    (@bryanne)

    I can see that I can edit my review and so I will now add a comment at the top of that review in the light of the response from the developer. This will also remove any confusion caused by having given it 5 stars.

    Thread Starter bryanne

    (@bryanne)

    Jan, I am trying to change my rating to 4 stars but it won’t accept the modification. Can you do that at your end? You will see that I modified my post.

Viewing 6 replies - 1 through 6 (of 6 total)
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