Extremely poor support

  • This plugin recently broke. When I contacted Support, I was provided with a link for a “fixed” version of the plugin (the free version). That “fixed” version broke my site to the point that the WP Admin interface wasn’t available, and I had to access the backend via FTP.
    When I updated Support on that, they gave me another link, which suggested downloading the latest version, unzipping it, and using FTP to overwrite existing plugin files.
    After that, Smart Slider 3 started working again, but also displayed the following error message:
    Deprecated: Function Jetpack_Photon::filter_the_content is?deprecated?since version jetpack-12.2! Use Automattic\Jetpack\Image_CDN\Image_CDN::filter_the_content instead. in?/homepages/<redacted>/<redacted>/htdocs/wordpress/wp-includes/functions.php?on line?5413

    I can accept things going wrong, after all, we all make mistakes. I can accept an oversight, leading to files being left out of a plugin, but I cannot accept ongoing mistakes, while being told “We’ve fixed the Pro version some time ago”.
    If you treat me like someone who you don’t care about, there’s zero chance I’d ever upgrade to the Pro version.

    Now I have to go do a HUGE amount of work migrating away from Smart Slider 3 and back onto the Jetpack slider instead.

    When a company proves repeatedly they don’t care about you, best you walk away in a hurry, as they’ll never change.

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support Gabor

    (@nextendweb_gabor)

    Hi @willcycle!

    The first problem on your website happened, because Jetpack just released a new version, and we needed to modify our codes to match theirs. We will release the fixed version today, what we sent to you.

    The second and third problem on your website happened, because your reinstallation attempts failed. The second time some files got missing during installation, because your server for some reason didn’t move all files as it suppose to. And now it seems like you used a wrong installer, not the one we sent; or there is server cache on your website, which still loads older files. In the installer we sent there isn’t a Jetpack_Photon::filter_the_content function anymore, so this error message couldn’t happen with it.

    We will get back to you within our support system about this matter, in case you would like to continue trying to resolve the matter.

    Thread Starter WillCycle

    (@willcycle)

    Well done for now trying to blame me, and doing a complete U-turn on your previous admission that YOU failed to include some files in the updated, “fixed” plugin YOU emailed me a direct link to.
    I didn’t use a wrong installer – each time I used exactly what YOU asked me to use, by clicking the links YOU supplied me with. Don’t try and make out that this was all my failure. If anything, what you posted here simply underlines what I said above.

    Plugin Author Nextendweb

    (@nextendweb)

    Hi @willcycle,
    I just checked the installer what my colleagues sent you in the first reply and compared its content with the one we released today. I can confirm that everything was in the right place in that installer and the fix was the right one. There is no change between the two installer which relates to this problem. We never told you that we missed any file from the installer, what my colleagues meant that some file might not get overridden on your server by the installer. But it’s just one of the possible explanation for this situation.

    I’m not sure what happened, but as a result some files stuck in their old version on your website. As the install process is handled by WordPress and your server, we are unable to tell what was exactly the cause. When this happens, we always suggest to try with FTP file upload as a workaround. It might happen that the old PHP files were stuck in the PHP OPcache. It’s very rare and very hard to tell…

Viewing 3 replies - 1 through 3 (of 3 total)
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