Phenomenal Tech Support!!!

  • This plug-in works as advertised.

    I note that some of the other reviewers state that the plug-in “does not work.” I had this problem – at first. But their tech support team solved the issue for me in less than a day. It turns out that the issue was due to filename length limits in Phar, not due to any coding errors by the developers.

    Note: At first I was a bit frustrated trying to reach tech support. I sent three emails and got no response. That’s when I submitted my first review, a one-star, complaining about tech support.

    But then they discovered my emails in their spam folder. Kudos to them for even bothering to look in the spam folder! A lot of developers don’t bother.

    Once they contacted me, we had the problem solved within 24 hours. They were very responsive, very helpful and gave detailed explanations of the cause of the problem, what they had done to solve it, and how they would code to accommodate the PHP limitation that caused the problem in the first place.

    So I am quite comfortable recommending the software, praising their tech support, and telling you that they can be trusted.

Viewing 7 replies - 1 through 7 (of 7 total)

  • You and I both!

    Their (sssloooooow support response) asked me to “create temporary logins” to my server so that they could “research the problem”. I submitted the dispute to PayPal and eventually was informed that PayPal doesn’t support claims for non-tangible goods.

    SYGNOOS IS STEALING MONEY FROM YOU. DON’T BUY THIS PRODUCT. I WAS TOLD I’D BE RECEIVING A REFUND IN TWELVE DAYS FOR A PRODUCT THAT TOOK THIRTY SECONDS TO BUY AND FIND UNUSABLE.

    Thread Starter Lavern Brown

    (@lebrown86305)

    I received an email from them this morning.

    We are so sorry for such situation. Your mail was a spam in our side and we’ve not noticed it since now. Your logs don’t contain enough information for solving the issue. Please, could you provide temporary WordPress user for us to let our developers look into and figure out the issue appeared on your side. We promise we will try to do our best to solve your issue as soon as possible.

    So perhaps this will turn out after all. They do have a number of good reviews for this plugin. Perhaps some of those reviews are planted, but I can’t imagine they’d got to all that trouble for $40.

    I’ll keep you posted.

    That’s flat out shady.

    “May we please login to your backend and mess with your server settings and wordpress configuration?”

    No. No you may not. Give me my money back.

    Their response:

    “Sure, just as soon as you prove that our faulty software doesn’t work by compromising your security and providing us with access to your website’s backend”.

    Don’t ever do that.

    Thread Starter Lavern Brown

    (@lebrown86305)

    I gave that some careful thought before I agreed, but upon further reflection I didn’t see any reason not to. A couple of data points went into my thinking on this:

    • My site is self-hosted, so giving the Admin access to the blog itself does not get them into my domain server’s host account.
    • I have everything in the blog site backed up locally by another plugin that I’m planning on phasing out
    • There’s no proprietary personal or financial information that they can access anywhere from the WP Admin panel, so there’s nothing to worry about in that regard.
    • If they do try cheesing around with my blog site, all I have to do to boot them out is edit the SQL database to remove them from the WP Admin panel.

    So after careful consideration, I decided to give them the benefit of the doubt and have a go at it. I’ll keep you posted on what happens.

    Thread Starter Lavern Brown

    (@lebrown86305)

    It looks like they may have solved the problem. There’s still a few kinks to work out, but it is now working successfully.

    The developers pushed the latest Pro version, which should be released soon, to my server and ran a successful backup. I’ve also run one, so it looks like a final solution may be in hand.

    The problem in my case was linked to a few files whose file names exceeded 99 characters. I use long file names for SEO purposes, so it looks like I may need to revisit that. I advised the support team that long file names which include important key words are important for SEO ranking.

    So perhaps you may want to rethink letting them have admin access to your site.

    Although it was a bit frustrating to get in touch with them, once I was able to do that they have been very responsive. They are turning a negative experience into a positive one.

    No internet plugin that demands a payment of $39 should have any issues with one of the most successful hosting service known today (Hostgator). I would never provide perfect strangers who sell faulty software with login information to my WordPress installation. I’m glad yours is working but until I get a full refund (which they’re robbing me of) I’ll go ahead and say that this is a hacker’s dream in the form of less-than-professional software design.

    Do. Not. Buy.

    Thread Starter Lavern Brown

    (@lebrown86305)

    Changing this one to a 5-star review. They definitely earned it with the phenomenal tech support.

    I hope it robin_dean gets his issues worked out with them.

Viewing 7 replies - 1 through 7 (of 7 total)
  • The topic ‘Phenomenal Tech Support!!!’ is closed to new replies.