Unprofessional, dishonest customer service. Be careful!

Be very careful if you need custom work done or if you need to contact customer services, as you won’t necessarily get what you are promised.

I commissioned the developer to make some custom changes for me. I was assured that the changes I paid for would work with future plugin updates, but within weeks they’ve gone back on their word. See below for excerpts from my communication with the developer.

The work took 2 months to complete with endless bug fixes, most of which I found having been told the work was finished. Their emails were brief, giving little detail. Within weeks of the work being complete, the developer updated the plugin to version 2.1.3.

I asked for help getting my customisations working with the new version, as was promised. They said they’d changed the plugin structure and that I’d have to pay for a re-write as the custom work was no longer compatible. They now refuse to acknowledge that this is going back on their word, let alone provide me with the service I paid for.

This is extremely unprofessional. The developer (Dot On Paper) presumably knew my custom work could be rendered useless with their next update, yet they never mentioned it. It’s not my problem that they’ve changed their plugin structure and they should honour our agreement.

October 2015:

Q : Will my custom functionality work with future updates of Booking System Pro?
Yes. We will provide a log with all modifications. And if want to update your files you can send us the log and we will update the files for you and sync again the modifications.

Q : Will I get technical support for the custom work?
Yes. You will receive free support.

January 2016:

Me: please can you advise how I can update the plugin and not lose the custom work you did for me?
Developer: We would gladly help but the last version of the plugin has a different structure. This means the developer has to make the custom work all over. We charge for this work.