Misleading Support

  • Resolved nikana2000

    (@nikana2000)


    8 years ago

    Please be advised it is misleading to ask people to sign up for a Wordfence.com account to submit a topic to your support, only to refuse those submissions afterwards if it’s not a paid account.

    (It is ironic that you’re in the business to protecting people from being misled online!)

    Please consider the value people are providing by reporting errors, misunderstandings, and suggestions for your product.

    At at minimum, please let people know that signing up for an account at Wordfence.com does not permit assistance from your support unless it is a paid subscription. And let’s hope they know to come here.

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

    (@stratosphere)

    You sign up for plugin support through https://www.remarpro.com to access this Support Forum.

    If you are a paid subscriber and bought the Premium Version THEN you will be given access to the login for Wordfence Premium Support system.

    This forum is for everyone to ask questions, find solutions and the support staff here are excellent.
    I think you are a little confused.

    Thread Starter nikana2000

    (@nikana2000)

    No confusion here Stratosphere, you re-iterated what I said.

    The problem is that the information is provided until it’s too late (hence being misleading), and not at all (in the case of this forum).

    Are you employed at Wordfence? Perhaps you need to have a fresh set of eyes go through the process.

    Stratosphere

    (@stratosphere)

    Um. No. This forum is owned by www.remarpro.com as I mentioned for all plugin users.
    It is this forum where you ask questions, discuss or give feedback.

    No one asks you to sign up for Wordfence or buy it’s Premium Version, that I can recall, its up to you.
    No, I am not employed by Wordfence.
    I’ve been a free version user for about 4 months and am now a Premium Version fully paid customer.

    If you’re talking about a Fresh Set of Eyes as you put it -FYI – I’ve worked with WordPress websites, for about 10 years and this is the best security plugin I’ve seen in that length of time. No one has misled me or performed any misleading acts as you claim.

    Thread Starter nikana2000

    (@nikana2000)

    Stratosphere,
    You’re not understanding the situation and your comments are not helpful.
    Thank you for your efforts.

    Stratosphere

    (@stratosphere)

    I understand the situation totally and misrepresenting it doesn’t help.

    wfalaa

    (@wfalaa)

    Hi @nikana2000
    Only premium customers must sign up for an account on Wordfence.com to submit a support ticket, users of the plugin’s free version can post support questions here in the forums. You can also check “Contact” page on our website in case you have feedback or general inquiries that we would love to hear from you.

    I’m sorry if you found any misleading information regarding that somewhere and I would appreciate if you can provide us with a link or a screenshot showing where exactly you saw that, perhaps it was something missed to be updated so we can take care of that now.

    Thanks.

    Thread Starter nikana2000

    (@nikana2000)

    Hello wfalaa,
    Thank you for the consideration and response.
    I see “Premium Support” has now been added, thank you for incorporating that.

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