Poor instructions, weak support, no refunds

  • I used Backupguard to take a backup of my WordPress site some time back. I went to restore the backup to a new WP site under a new domain, which required a paid subscription. I paid for the service, and it took me a while to figure out that the paid version was a completely different plugin that I needed to download direct from the company’s website. Once I figured that out and installed it, I went to restore the backup and the tool failed with an ambiguous “Warning” message. My WP site then wouldn’t load; it just displayed a “site maintenance page” after that. I ended up wiping out my WP site and starting over. In the end, I made a new WP site from scratch. I asked for a refund on my purchase a few hours after paying, only to be told they have a no refund policy. I wouldn’t recommend the paid plugin.

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  • Plugin Support Support Backup Guard

    (@backup-guard)

    Dear @gburtch ,

    We are very sad to see your review.
    Upon checking the case, we would like to mention some points to avoid any misunderstanding.

    The issue came from the difference between the time zones, since our support team was not available at the moment, you reached out to us, but they got back to you as soon as they got back to work and asked for the restore log file to check how the restore went.
    We have not received the log file for the investigation and thus, we had no clue on what went wrong with the migration.

    We are sorry, that you faced some issues with the restore, but we have many users, that use the plugin with all the features with success.

    In such cases, when there is an issue, we need additional information to check and find out the issue.

    As for the Refund Policy, to which you agreed, when purchasing the plugin: we do have a strict Refund Policy, like any downloadable software and we need to follow it.
    In our Refund Policy, there is a point, which states, that we will consider a refund, in case we are not able to fix the issue after having all the needed information.
    But as you noticed, that was not the case.

    We understood, that you didn’t like to wait and created the website, but we were and are here to help.
    We just need collaboration from our users.

    We hope, that you will reconsider the review in the future.

    Best,
    BackupGuard Team

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