Lied about a bug in the program

Dear @gailr,

We don’t want to create any drama and it is quite wrong to bring issues with the professional/paid versions of the plugin into the repository. Huge-IT has a forum for that. www.remarpro.com is for the Lite/Free versions of the plugin only. In any case, if you need to be replied, we could, but again, we think your review or the comment is not the correct place to be written on. We will leave it for moderators to review and decide whether this shall be kept here or not.

Let us divide your comments into sections and try to explain kindly.

1. In a word – you have been refunded for your purchase and we have stopped the customization after the fact when CEO found that you have been rude and disrespectful toward our support staff member. He found her being upset. He asked us to stop the conversation with you as the support staff member felt very bad after your comments. We try to be positive here and do the utmost in order to handle even the most difficult cases and do the most to find common ground with everyone, yet we do not tolerate disrespectful speech or insults toward our staff. For this case, CEO wanted the support staff member to cancel the conversation, apologize for nay inconvenience and refund you. This will help us not to waste any time for both parties and keep away from stress pressure.

2. “Most developers are grateful when you point out a bug in their plugin” – of course, we would have been grateful had you respectfully pointed to a bug, yet as mentioned there was NO BUG, just a missing feature that you thought have to be in the plugin for some reason. It wasn’t. WE suggest you to make a change and help you with that and send a customization for free (have in mind the fact that developers had spent time working on that customization). Yet, the point , described in 1. made us to stop with the customization.

3. “I was unable to get my gallery to duplicate” – As mentioned it was a website specific issue, the mentioned issue wasn’t recorded at our end. This is why we kindly suggested to a live chat session and a Team Viewer (pretty common practice), or any other solution that would have satisfied your needs in order to help you with the fix, with no luck.

Once again, it is never a wise solution to come up with all the negativity. WordPress is a community of volunteers , where we HELP people, not abandon or desert someone by pressure with negativity.

Have a great day and thanks for your bad review. Good luck and all the best with your project.

The issue was not as you say “a missing feature that you thought have to be in the plugin for some reason”. The plug in has a feature to duplicate a gallery, yet when I duplicated my gallery it duplicated empty. This IS an issue with the plug in.

The girl I was chatting with thought that perhaps it was because I had apostrophes in the video title (I did). She first admitted having the same issue. She then suggested that I go through ALL my videos (68 of them) and replace all the apostrophes with the HTML code for apostrophe. When I told her it was too time consuming and I wasn’t going to be able to do that and why that wasn’t in the documentation, she told me that apostrophes in titles and descriptions are an issue in almost all plug ins. Huh?! I then asked her to please test it with an apostrophe in the title and see if it worked for her. She said she tested it with an apostrophe (NOT using HTML code) and it worked, so it must be my problem.
I kept asking her over and over again if she was sure she used the apostrophe and not the HTML apostrophe and she wouldn’t answer. I’m sorry if pressing her for an answer is what upset her, but finally she admitted, no, that the test that worked was with the HTML code for apostrophe.

The person who took over my screen with TeamViewer looked at the issue and apologized saying that the apostrophe worked with a “previous version” of the gallery and that he/she would send me the fix within the hour. I then asked what was the problem with my site that it was not working and again I got no answer.

All I did was press for answers so I could get the plug in to work. Your support team would not reply to my direct questions so I kept asking the same question over and over again. If that is what upsets you, then perhaps you should just answer the question the first time and not try to hide the truth.

Unfortunately, since you disconnected my chat I cannot copy and paste what transpired and show what happened.

Bottom line – duplicating a gallery if there is an apostrophe in a title will not work.

I can’t believe that my web site hosted by one of the largest hosts godaddy, is the only site that has that issue. Additionally, since I see that your plugin turned ampersands into the HTML code for ampersand, you obviously have something in place to make sure titles and descriptions don’t mess up your code, just not for apostrophes.

Oh, and I paid for the plugin – so your support does not come under the heading of “community of volunteers”.