Key feature of plugin does not work

Hey, gang!

We attempted to help your team for weeks. You were unable to provide our team with the necessary access to diagnose your issue. We simply can’t help you if you can’t provide us with necessary access.

While frank and to the point, I do not believe the following response to be condescending:

“So you’re aware, we do not provide the level of service I offered here for non-paying customers. Only customers with active Developer’s licenses do we diagnose issues to this extent. That said, I’m still willing to help. It’s just going to be a matter of when I’ll be able to get to your project. It’s tough when I have time slated and we’re not able to gain access to your servers.”

Still willing to help if you can get us access! If I recall, you needed to whitelist our IP address.

This issue was posted over two months ago. We have moved on. We also asked if buying a license (which we were willing to do) would help the issue along, this never received a response. You were whitelisted, and then you stopped replying to our emails (which was hardly the first time). Isolating one response from a long chain of emails does not prove you weren’t rude or condescending. The fact of the matter is the plugin does not work as advertised even after extensive troubleshooting, much of which you were directly involved with. It was even put onto a sandbox site for testing and it still did not work, so that rules out an issue with our site specifically.

While I appreciate your time and your attempt at helping us, the fact that this reply is coming 2 months late is indicative of our overall experience and warrants the review that was left.

Best of luck.

Hey, Chris. Yes, sir. We don’t check these regularly (tons to do over here) and we have a mixed approach when someone leaves a negative review. Working on our policy there!

Purchasing a license wasn’t an issue. We could have resolved your issue without one. You provided FTP access and informed us you had whitelisted our IP address several times. Not once did it work. This is not an exaggeration. We hung in with you for weeks of back and forth. Unfortunately, we can’t give our time endlessly.

Almost always issues with the plugin are user error and user configuration issues. We do our due diligence to check anyway by running tests within the code of the plugin. This is something you could not provide us access to solve.

As far as I can see the only email where we could have done you better was when I exclaimed for you to answer important questions I had asked that you forewent answering through multiple emails, questions necessary to solving your issue. I can own up to that one.

All my responses for reference:

May 7:
Chris,

Have you added an address for any of the users displayed in the list? If so, are you sure you filled out the Members List PRO address fields and not address fields from another plugin? Once they’re filled out, do you see a latitude and longitude filled out under the address?

May 7:
It is not just a PRO feature. However, you contacted us through our shop asking for support. I assumed you had a license to request support.

May 7:
Chris,

Answer the questions! Haha

May 7:
Try saving one of the profiles. Does that lat and lng appear then?

May 7:
Do you have the Google API keys added to the settings?

May 7:
Do you have restrictions on your keys? If so, remove them. Wait 15 minutes and try saving the profile again. Also, please provide me with a screenshot of the address fields filled out.

May 7:
Chris,

Can you provide me with WordPress admin access and with FP access? I can try to diagnose this for you.

May 7:
I did mean FTP access. Yes. Thank you.

May 7:
Hi, team.

The following configuration is not working:
*FTP Credentials

May 8:
Chris,

It means I was not able to log in via FTP, so I was not able to run any tests.

May 8:
Sounds like you guys must have the server locked down by IP.

May 18:
Chris,

I haven’t been able to get your project on the development schedule. Additionally, as mentioned the FTP information you provided does not work. Please resolve this.

So you’re aware, we do not provide the level of service I offered here for non-paying customers. Only customers with active Developer’s licenses do we diagnose issues to this extent. That said, I’m still willing to help. It’s just going to be a matter of when I’ll be able to get to your project. It’s tough when I have time slated and we’re not able to gain access to your servers.

Here is the FTP configuration I’m using:
*FTP Credentials
Does this all look correct to you?

May 18:
*Sent IP address for whitelisting

June 1:
Derek,

This is the error I get when switching to their set-up:

Error: getaddrinfo ENOTFOUND *serveraddress

June 24:
I am still unable to log in via FTP.

As I stated, we are not longer interested in going any further with this plugin. I appreciate you reaching out but respectfully, we are done here.

Goodbye and take care.

Totally get it. I’m not asking for you to take down your review either; just that you take pause next time, when your inclination is to hurt someone else’s business. We did everything we could to help you. Best wishes.