Great Plugin, Bad Experience (Update)

  • I wanted to post an update. The team did end up reaching back out to me. As much as I try to see things from others perspectives I will admit that my ego and impatience got the better of me. In hindsight, the delay in response from the team was very much warranted as this isn’t something that can be answered in a day. I do sincerely apologize to everyone on the team for the inconvenience I’ve brought and truly am thankful that y’all were willing to give me a chance to defend myself when y’all essentially had every right not to. Again, this is a great plugin. Team is even better.

    Original Post
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    So first off I want to say this plugin is great. So great that I purchased their yearly pro subscription with all of the add-ons. I initially didn’t use the plugins much because I was too focused on other parts of the project. Come to find out they disabled my account and I can no longer access the plugins. When I reached out to support they responded with this:

    “We have intentionally terminated your licence because we detected that it was shared publicly and used on multiple websites. This was double-checked by a human.

    In our terms of use, we explicitly state that in such cases, we reserve the right to terminate those licences, block access to downloads and stop providing further support.

    We had no other chance than to disable your licence on our end.

    Such behaviour does violate not only our terms but also our trust.”

    While I understand this is a serious problem to be dealt, this is incredibly accusatory. Of course I replied saying it couldn’t possibly be me. Why would I disrespect a developer like that?? I then asked how they came to the conclusion it was me? Where is the proof? No response. At this point I can only assume they’re ignoring my emails. I’m incredibly upset and disappointed about this whole situation. So yes great product. But watch out because you might get accused of sharing their plugin and having your account disabled.

    • This topic was modified 3 years, 4 months ago by 42three.
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  • Plugin Author Thomas Maier

    (@webzunft)

    Hi 42three,

    Thanks for your kind words on the plugin, being a user and becoming a customer. I would have loved to make your experience even better.

    Please be aware that cases like this are not taken lightheartedly by me or my team. From what we are seeing, you, someone you gave access to your accounts or someone who gained access without you knowing, used your purchase to share our pro version in at least one very public place. This broke our terms and trademark rights.

    When a copy of pro add-ons appears in one place on the internet, it is repeatedly distributed in different places. We have no control over how these versions are modified and whether they may contain malware and compromise websites.

    Of course, I cannot say that you did this willingly and personally. If you didn’t, then I fully understand your bad experience and have to accept it. I would feel the same in your shoes.

    Blocking accounts is not a regular thing for us. It is always a matter of hourly discussions in our team where we evaluate the individual measures and question our methods. After all, we are just humans.

    I take full responsibility for this decision and wish you all the best, personally and for your project.

    Thomas

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