Plugin stable

Ben,

Our support team worked with you all of yesterday to help identify and fix these issues. Our dev team continued working through the night to find a way around WooCommerce’s strange variable product creation process. We’ve discovered that when variable products are created and require more than one page in the WC product admin, that the order of those products goes haywire. One of the things we tell all of our customers is that they should never go live until they have actually tested and found their site to work properly.

Our support team is available from 9-5pm EST. It looks like most of the threads you posted were in the middle of the night, including this review.

Don’t get me wrong, we love to support our customers as thoroughly as we can, which is why we worked so feverishly throughout the day (and night) to find a hotfix for you and continue working to improve the auto-pairing of levels to variations, which I must stress, is an issue caused by the way WooCommerce incoherently handles product variations.

However, we do not take kindly to customers that use 1-star reviews as threats, especially without giving our team a chance to address recent support tickets, and so I’m afraid there’s nothing we can do to help you.

If you change your stance and decide to play nice, then we will be happy to work with you in getting this resolved. Our team works tirelessly to create, maintain, and support this product, and we want all of our customers to have a fantastic experience. Unfortunately, we cannot do this when the customer is unwilling to cooperate with our support team.

virtuousgiant/Nathan, seeing that you did not bother to read my message/review, I’ll just go ahead and paste it again:

NOTE: I gave your support a chance but you did not fix anything – you left my LIVE crowdfunding project broken.

Threats? What threats? lol

So again, kindly read through my response again:

Support tried to fix it the problem but unfortunately you didn’t fix anything – we had fixed it (found workaround) but this morning I found it broken, with many donors complaining that they are selecting €10 for example, but the checkout page was charging €70.

We had to recreate everything from the beginning and this fixed the pricing issue. I had to hire a developer to fix the popup issue because the amount shown was always showing the previous tier/level price.

I specifically asked support to create a NEW project but they went ahead and played around with the LIVE project and broke it.

NOTE: Please do not test on live systems – it’s unprofessional.

I strongly suggest that you test your plugin thoroughly before releasing it to the public – we have identified a major flaw in the basic mechanics of the system so it’s technically useless. Please let me know once you have release a stable build.

PLUS:

We have identified yet another issue. So a person pledged €15 but the IDCF backend showed the following information for this order:

Level: Donate €50 Try your luck and win a sweet t-shirt – Pledged €15

Note: The donor is charged €15 and I have to manually change the level for the correct association (from €50 to €15)

Nothing works properly…will you be offering any compensation for all these issues?

• This reply was modified 8 years, 5 months ago by benvicenti.
• This reply was modified 8 years, 5 months ago by benvicenti.

You posted in the middle of our night, and the review was left before we arrived in the office. Had you waited and given us an opportunity, I’m sure we could’ve helped you. As I said, our dev team worked late into the night trying to solve all of these WC problems.

I am based in Europe. The world doesn’t have 1 timezone, mate ??

Your night is my day, and vice versa. When do you expect me to post?

P.S. you still haven’t answered any of my questions.

• This reply was modified 8 years, 5 months ago by benvicenti.

Our support team does not begin working until 9am EST. You are free to post whenever you want, but our expectation is that you allow that to happen before lashing out with a 1-star review. You did not in this case, which is why I am not answering your questions.

You’re upset about your website, and I get that, but we will not let you hold a 1-star review over our head, and reviews are not the way to receive support.

Man, you broke a live website after my developer and I fixed the problem. I paid good money for this plugin but all it’s given me is grief + additional billable hours which I have to pay. And instead of apologising and trying to solve the major issues you have in your software, you’re blaming me for posting during my working hours?

Dude, I don’t know if you’ve realised but you’ve got 16 1 star reviews. I think you should look inwards here.

Provide me with a stable build or I will be left with no choice but to open a dispute with PayPal.

Good day.

No, this is not what happened. Your developer either worked on this (and broke it) after we applied a fix, or could not fix it, which is why you asked us to provide a fix:

https://www.dropbox.com/s/9lyjufor10wucza/Screenshot%202016-10-13%2009.32.32.png?dl=0

The popup issue in question was a small bug that was fixed a long while back.

We also did not touch any of your projects, but did test every level (there were 9) on the your project (which was live when you asked us to apply a patch) prior to completing our work. We do empathize with the issues you are experiencing, but we cannot take the blame for something you or your developer did after our work was completed.

We’re also not blaming you for posting during work hours. We’re blaming you for using a 1-star review as leverage. If you truly wanted support, you would’ve waited until our support team was available, at which point we could’ve logged into your site and addressed the issue, which we have always been willing to do prior to today.

As it stands, you have two options:

1. Remove or modify the review until we have had time to login to your site, take a look at the bug/s, and fix them for you. We will restore your access to the support forums so that we can provide support there until the issue is fixed.
2. File a dispute with PayPal, at which point we will be happy to refund you and remove your access to product updates & support (we will be releasing an IDCF update soon).

We’ve made a lot of headway on WC updates and integrations, so I think you’ll like what’s coming around the bend, but it really depends on if you want to keep using this product, or invest time/money in finding a new solution.

• This reply was modified 8 years, 5 months ago by virtuousgiant.

No, this is not what happened. Please don’t twist the truth – it’s unbecoming. This is what happened:

– I identified the issue and posted it in the forums (which you seem to have deleted now, very professional once again!)
– I waited for over 24 hours for you to provide a ‘fix’ during which we had found a work around – which I also posted to the forum
– I told you how we worked-around the issue and to feel free to test on a NEW project
– I woke up this morning to 5 different messages saying that the crowdfunding platform is malfunctioning and an email from you saying that you have fixed the problem
– I went through the project and found that you altered settings. I know this for a fact because we set the following attributes: 0|1|2|3|4|5|6|7|8 but found them set to 0|1|2|3|4|5|6|7|8|9 – so please don’t lie and say that you did not touch the project
– Our developer solved the problem AGAIN within 5 minutes and the project is currently live with OUR fix

In reply to our other comments:

1) The project was meant to go live on Monday but got stalled due to these issues and secondly, I couldn’t wait for you to come back online since the project was LIVE

2) That’s what reviews are for – to review the product and I am reviewing the product (and service) in all honesty

3) I will not give you access to my live site as I cannot risk you messing it up again however I will look into setting up a staging server, where you can log in and get it up and running

4) I will not remove the review until you solve the issue on the staging server.

So what’s it going to be @virtuosgiant? Will you fix the plugin issues on a staging server?

P.S. I purchased the plugin and I am entitled to full support so you cannot block me from the forums. You have no absolutely no grounds for blocking me.

Support is granted on a conditional basis, and we have the right to revoke access to that support when our T&C are violated.

In any case, I’m unsure what you’re looking for? You stated above that your developer fixed the issues. What is it you hope to achieve with a new build on a staging server?

Could you please advise how I violated the Terms & Conditions?

As explained, we have yet another issue:

So a person pledged €15 but the IDCF backend showed the following information for this order:

Level: Donate €50 Try your luck and win a sweet t-shirt – Pledged €15

Note: The donor is charged €15 and I have to manually change the level for the correct association (from €50 to €15)

We would need to know more about what your developer did in order to make sure we’re not making things worse. Could you send us those details via email? hello at virtuousgiant dot com

Sure.

We added the line in the screenshot in plugins/ignitiondeck/js/idf.js

Screenshot here: https://postimg.org/image/vya8u06j3/

Any update @virtuousgiant?

Hello?