narektorosyan

Dear @aoeyewear,

Hi. My name is Narek and I am the Director of the Customer Care team.

I would like to apologize for all the inconvenience caused to you. I would like to confirm again that we have partially refunded your purchase on May 19 as stated in our previous email. We will send you additional proof via email soon and will help you find out with your bank the reason why you have not received it yet.

Your patience and understanding throughout this matter is greatly appreciated.

Hi @auratio,

My name is Narek and I am the Director of the Customer Care team. I am pleased to make your acquaintance, although I regret that it is under these circumstances. I sincerely apologize for any inconvenience you may have experienced.

To assist you better, would you kindly reinstall the plugin, enable the test mode, and provide us with your website URL? Please be informed that once the test mode is enabled, your live website will not be affected, and we can identify and resolve any issues you may have. We are committed to providing you with the best possible support and would appreciate another opportunity to assist you.

Thank you for your consideration. I look forward to hearing from you soon.

Hi @rest7800,

My name is Narek and I am the Director of the Customer Care team. I am pleased to make your acquaintance, although I regret that it is under these circumstances. I sincerely apologize for any inconvenience you may have experienced.

Please note that once you have enabled or disabled the test mode of the plugin, your website should no longer be affected. I would like to clarify that the issue is not related to your website loading with https://, as we have tens of thousands of websites that load with https:// and have not faced any issues. It is likely that one of our optimization techniques is conflicting with one of your plugins or theme and, therefore, causing the problem.

We are here to help you identify the root cause of the issue and provide a solution. Therefore, we kindly request that you share your website URL with us so that we can investigate further and resolve your issues. Thank you for your patience and understanding.

Dear @mulligasam,

We sincerely apologize for the trouble you are facing with our plugin. Please be assured that we have not accessed your website, as it goes against our policy to do so for the free plugin users. We strongly recommend that you revoke the admin access and change your password immediately.

It’s possible that the issue you are experiencing is caused by a conflict with another plugin or theme you have installed. Nevertheless, we are committed to helping you resolve the issue and we will provide assistance without requiring any access. For now, we kindly request that you enable the test mode for the booster plugin and provide us with details of the fatal error related to our plugin. We will thoroughly analyze the information and work towards finding a solution to the problem.

Dear @leobullero,

To investigate the issue you’ve reported, it would be helpful if you could install the plugin on a test copy of the website and provide us with the link. This will enable us to find the root cause of the problem without any access to the websites.

Dear @jdembowski,

We value and respect the guidelines set forth by the forum and the security concerns. We appreciate your message and assure you that we will not ask for any kind of access, not even to test copies of the websites. Thank you for bringing this to our attention.

Hi @leobullero,

We truly appreciate your willingness to hear us out. I’m eagerly anticipating your email and am confident that together we can pinpoint the root cause of the issue on the test version and resolve it promptly.

Once again, I’d like to express my sincere gratitude for your understanding and cooperation.

Hi @leobullero,

Thank you so much for taking the time to reconsider the initial score. We truly appreciate your willingness to hear us out. I’m eagerly anticipating your email and am confident that together we can pinpoint the root cause of the issue on the test version and resolve it promptly.

Once again, I’d like to express my sincere gratitude for your understanding and cooperation.

Dear @leobullero,

Hi. My name is Narek and I am the Director of the Customer Care team at 10Web.
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Thank you for taking the time to share your feedback on www.remarpro.com. I want you to know that we appreciate all comments, both positive and negative, as they help us to improve our services.
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However, I understand that your experience with our Speed Booster plugin did not meet your expectations, and for that, I sincerely apologize. Please accept my apologies for any inconvenience that we may have caused you.
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I want to clarify that the Speed Booster plugin is designed not to affect website core files when in test mode or deactivated. It is possible that it may have conflicted with another plugin, such as an optimization plugin, which caused your website to be cached. This could explain why disabling the plugin did not resolve the issue.
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To help us better understand the situation, we would like to investigate further and provide a solution. We would greatly appreciate it if you could allow us to look into the issue and fix it.
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I also want to apologize for the delay in our response. Due to the high volume of customer care tickets, our agents missed your request. This is not an excuse, and we are taking steps to ensure that tickets like yours receive the highest priority and attention they deserve.
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Once again, I want to express my apologies for any inconvenience you may have experienced. We take all feedback seriously and will do our best to ensure that your experience with our services is a positive one in the future. I am looking forward to your reply.

Dear @leobullero,

Hi. My name is Narek and I am the Director of the Customer Care team at 10Web.
?
Thank you for taking the time to share your feedback on www.remarpro.com. I want you to know that we appreciate all comments, both positive and negative, as they help us to improve our services.
?
However, I understand that your experience with our Speed Booster plugin did not meet your expectations, and for that, I sincerely apologize. Please accept my apologies for any inconvenience that we may have caused you.
?
I want to clarify that the Speed Booster plugin is designed not to affect website core files when in test mode or deactivated. It is possible that it may have conflicted with another plugin, such as an optimization plugin, which caused your website to be cached. This could explain why disabling the plugin did not resolve the issue.
?
To help us better understand the situation, we would like to investigate further and provide a solution. We would greatly appreciate it if you could allow us to look into the issue and fix it.
?
I also want to apologize for the delay in our response. Due to the high volume of customer care tickets, our agents missed your request. This is not an excuse, and we are taking steps to ensure that tickets like yours receive the highest priority and attention they deserve.
?
Once again, I want to express my apologies for any inconvenience you may have experienced. We take all feedback seriously and will do our best to ensure that your experience with our services is a positive one in the future. I am looking forward to your reply.

• This reply was modified 1 year, 8 months ago by narektorosyan.

Dear @enos1,

Thank you for the reply. I totally understand you and I am very sorry that for some reason you didn’t get the expected results. Could you please contact us using?this form? We will do our best to investigate your issue and resolve it in a timely manner. I am looking forward to your reply.

Hi @enos1,

Hello! My name is Narek, and I am the Director of the Customer Care team. It’s a pleasure to meet you, albeit under these circumstances. I apologize for any inconvenience you may have experienced.

It’s worth noting that once you enable the test mode of the plugin or deactivate it, your website shouldn’t be affected anymore. However, it’s possible that your website is still displaying a cached version, which may prevent it from functioning correctly. To resolve this, we recommend clearing all of your caches.

We would also like to offer our assistance in identifying the root cause of the issue and providing a solution. If you could kindly contact us using this form, we can investigate further and resolve any lingering issues. Thank you for your patience and understanding.

Hi @faiqkhan114 ,

Thank you for bringing this issue to our attention. We are sorry to hear that your website has been hacked and we take this matter seriously. We want to assure you that we have thoroughly investigated the matter and have taken necessary steps to ensure that the latest version of our plugin is free from any security vulnerabilities.

To resolve this issue, we recommend that you take the following steps:

1. Update the plugin to the latest version to ensure that any security vulnerabilities have been fixed.
2. Connect the website to 10Web Dashboard again and clear the cache as the hacked files could be cached and load the hacked js file from cache. This step will ensure that any cached files are removed, preventing any potentially harmful scripts from being loaded from cache.
3. Run a WordFence security scan to identify any other potential security breaches and take the necessary actions to resolve them.

Again, we apologize for any inconvenience this has caused you and appreciate your cooperation in ensuring the security of your website. If you have any further concerns or questions, please do not hesitate to contact us.

Hi @qazii54,

Thank you for contacting us. If you are trying to migrate the website to our hosting, you should contact us via [email protected] email. www.remarpro.com forum support is only for the free plan.

Hi @starbor,

Have you seen my last reply? Did it help you? I am looking forward to your reply.

Dear @starbor,

Hi. My name is Narek and I am the Director of the Customer Care team. Nice to meet you. I am very sorry about all the inconvenience caused to you and I would like to apologize if the messages of our agent seemed to you some kind of rude.

We would like to inform you that we have found what is causing the issue from the network. And as we previously insisted, it is not connected with the Speed Booster plugin. The reason why the website is loading so slow is that it is trying to load the following two files from starbor.org domain name and fails to do that:

• https://starbor.org/wp-content/uploads/2022/12/StarBor-Tanitim-Animasyonu-2023.mp4
• https://starbor.org/wp-content/plugins/elementor/assets/css/widget-icon-list.min.css

It fails to load them as the domain https://starbor.org doesn’t load at all. In order to fix them, follow the following steps:

1. Clear Elementor cache: https://www.websitebuilderinsider.com/how-do-i-clear-elementor-cache/. If it doesn’t fix the issue, it means that the files mentioned above are hard coded on your side and you should go to step 2 below
2. Either fix the issue with starbor.org to start loading again or replace the source for the following two links to load with your starbor.com.tr domain name. As you can see they are loading properly with your domain name: https://starbor.com.tr/wp-content/plugins/elementor/assets/css/widget-icon-list.min.css, https://starbor.com.tr/wp-content/uploads/2022/12/StarBor-Tanitim-Animasyonu-2023.mp4

Let me know if this helped and if you have any other questions.