Ideas Great, Support Stinks

But nothing distributed on www.remarpro.com is paid for, are you sure you’re directing this at the right people when you refer to customers?

I’m referring to the developers of Redux, not www.remarpro.com. They want to sell premium support, but they’re attitude is condescending and immature. Such a bad culture is sure to fail. Thankfully, someone can branch it, and maybe the new plugin will see some growth through professional business practices. Just look to Woothemes for a successful example.

I’m shocked you feel this way. We try to inform users what comes under premium support and what doesn’t. If you don’t want to support the project it’s difficult for us to support you beyond the scope of our own bugs. We’ll do what we can, but we have families to feed as well.

If it’s a bug in your code, and the answer isn’t clear, we ask you to pay for premium support if you want us to fix it. It’s as simple as that. I fail to see how that’s a horrible request.

Best of luck! We’re here to help as we are able.

Stickypod is right on with this one. Rude and condescending support. They’d rather school you on what the difference between open source and paid support is. The module has great reviews otherwise. Too bad they seem bitter and elitist. Maybe they should just charge for the module and be done with it so they can sleep better at night.

For the record, @jpatrickm came on asking us to fix a problem that happened from a developer using our framework. We asked for him to provide error.log files, he did not have the technical knowledge to carry that request out.

We instructed him to contact his former developer or pay for our time to dig into another’s code. He became upset.

For anyone who should happen upon this. We cannot provide free support for items that are not our mistake, and we have no former knowledge of. We are open source, not a commercial product that is purchased. We’ll help as we are able, but if the user cannot supply us with any error notices, we cannot assist for free any further. We need to be paid for our time.

That being said, we’ll help anyone we can if they can provide us with details so we don’t have to dig into their code! ??

For the record, that’s not how it happened. I didn’t get upset because you asked me to pay… I became upset because you were condescending and dismissive. You are quick to jump on reviews though aren’t you? You’ve spent more time defending yourselves then on actually trying to help.

That’s the funny thing about reviews… you don’t get to control how people feel about the way you do business.

@jpatrickm I get a notification when anything Redux appears in Google. It’s how I support people on stackoverflow.com, etc. Was I any less responsive on our actual issue tracker?

I really am tired of this argument. I am sad how far you’ve taken this.

Any and all are very welcome to read our issue tracker and learn what transpired. https://github.com/reduxframework/redux-framework/issues/2178

@jpatrickm, if you would like to interact in a reasonable manner and resolve this, you are welcome to Skype me: DovyDigital. If not, please lets part ways and move on.

For reference, we do allow reviews of this nature, however, understand that everything offered here on www.remarpro.com is free. You’re not entitled to free support. The code is provided as-is, take it or leave it. Keep that in mind.

This is not a place to review businesses, this is a place to review code we offer on this site, and how well it works for you.