WpDataTables Lack of Support

5th, I deactivated WpDatatables and loaded the “Data Tables Generator PRO by Supsystic plugin,” which I had been using with no problems for other functions. Same Front End editing functions for my Users, faster loading, and improved appearance features.

1) The support schedule is listed before you even make your purchase so I don’t see how that’s a fault of the plugin.

2) Most problems require the person to login to your install because 99% of issues are not with the plugin but with conflicts caused by things in your install. If you disable all other plugins and use a known working theme (like any of the default WP themes), this plugin will work. If you know anything about WP at all and how to resolve plugin conflicts, this plugin will work.

3) Different plugins have different features. I’m glad that other one works for you but that’s no reason to give this plugin such a bad review. The issue isn’t with the plugin, it’s with your install and posting bad reviews and replying to every forum post whining isn’t going to make that any better.

Hi there,

Thank you for your opinion.

1) Support needs to be paid if you are requesting our assistance with fixing your website, problems thrown by theme or other plugins, etc. However do not charge additionally even if the support has expired in cases when there are some problems with the plugin after an update, and the reason isn’t external but with the plugin itself. And in other cases we provide at least guidance as well.

2) We have a support team of several people working on that, with average reaction of 1 working day in most cases, were you probably trying to reach some of the member through email or other way? Next time please make sure to open a ticket at https://tmsplugins.ticksy.com

3) If we cannot reproduce or see the problem on our end, and you are reporting to have a problem, unfortunately there is no other way to debug and fix the issue. We never interfere with any data, or other software installed, and use the provided credentials only for support purposes, avoiding this when possible.

4) This isn’t something we saw happening for our users during last updates. Sometimes it is necessary to do a manual deactivate/activate and a browser cache refresh to solve the problem – did you do that? If you didn’t do a major update (1.x to 2.x) there should be no new conflicts to the theme. If the steps above do not help feel free to open a support ticket at https://tmsplugins.ticksy.com – use the prepurchase category if your support expired, but please provide your initial purchase code in this case.

5) Please note that you have rated a Lite version referring to the Full version. We are sorry if your experience is negative, and we are ready to help, yet please be fair when rating the items.

Thanks for understanding

@dkonofalski Thank you!
Hope we can resolve the issue, we believe there is some minor cache or js problem there.

What I know:
1. Wpdatatables worked before your last update. It does not work now. I did not change anything except updating Wpdatatables

2. With all of the security crimes happening with websites I am not willing to give full access to my WordPress to a Plugin author, who I do not know, but claims they can fix the problem only with the full website access.
3. I do not call it whining, something I would never accuse any of my clients of, I call it frustration with a vendor’s product not working which also causes my customers frustration.
4. I have used many other plugins, for many years, with my WordPress site and have never experienced the problems created by your plugin, every time there is an update. In fact I have never experienced a problem with other plugins.

5. My rating was expressed with honesty and unfortunately experience.
6. I have found another product which performs beyond my expectations called Data Tables by Supsystic. As I have mentioned, I have deactivated your product, even after paying twice for the same product, in order to submit a ticket to receive support, which only resulted in the recommendation of changing my WordPress theme. Sorry but I do not call this customer support.

1.) Weird since it’s still working for everyone else.

2.) Are you suggesting that the author of a plugin like this would be willing to risk their entire livelihood to install some kind of malware or compromise the security of your website somehow? That’s incredibly naive.

3.) I’m not the plugin author and, yes, you’re whining. They’ve been quite kind to you so I don’t know why it matters what you would or wouldn’t do for your clients.

4.) Uh huh, sure.

5.) By your own admission, you haven’t followed their troubleshooting steps to determine the cause of the issue so there’s neither honesty nor experience with their support in your case.

6.) There’s a reason you’re asked to change your theme. It’s to determine whether or not your theme is what’s causing the behavior in question. If you don’t try the plugin with a standard WP theme, there’s no way to determine the source of the issue. That’s fine if you don’t like that response but don’t claim that they’re not offering support. Disabling other plugins and using a default theme is *always* the first step in determining the root cause of any WP issues.

Hi @baird900,

1) As suggested above there is probably some minor issue which a simple deactivation/activation could solve, or browser cache. Even if not there should not be a big issue as the last release was well tested and there are no major issues with it.

2) Without seeing the problem for ourselves, if it’s not happening on other installations, the only other way of debug is a lot of back and forth with sending over error logs, screencasts, results of different actions, etc., which drastically increase the time needed to solve an issue. Having access is always preferable and as mentioned above we are not interested in any data or anything else, just fixing the problem.

3) We aren’t accusing you. Sorry to hear you had an issue after update and we are ready to help with it. Yet we didn’t receive a support request, but just the rating.

4) Sorry to hear that. Over 5.5 years of development wpDataTables became quite a sophisticated plugin both on the front and backend, with support of different functions, such as inline editing, Excel-like editor, 3 chart engines, foreign key support, etc. The only flipside is that as plugin grows there is a higher chance that it may conflict with other plugins or themes, and it’s more sensitive to clearing the cache and updating the database properly after version upgrade (what probably was the issue for you). We do our best to keep it stable yet issues are possible and we strive to always fix these quickly.
You were lucky enough if all other plugins worked fine for you before, which sounds strange given you rated other plugins with 1 star too. Most of the plugins cover very narrow functionality which reduces the chance of conflicts with external ones.

5) You rated a Lite version of a product which is not the same with the Full one, which you are referring to.
We understand having issues with your production site is annoying, and again we are ready to help, yet it does not seem fair to us to refer to problems with the update of full version in a review of a different product version.

6) We are not sure why one of support managers asked to change the theme previous time, probably there was a valid reason for that, and it was the fastest way to identify or resolve the issue. However most recent version (2.2.2 as of yesterday) has improved mechanisms of avoiding themes and bootstrap conflicts, so we wouldn’t request that. Our first guess is that you didn’t do the deactivate/re-activate step, or didn’t clear browser cache. But in fact we never received new requests from you recently, just this rating.

Let us know if we can help,

Thanks

Thanks @dkonofalski for your support! ??

@baird900 – @dkonofalski is not our team member, just a forum member (and hopefully our user).