- Report: #776815
Report - Rebuttal - Arbitrate
Complaint Review: WPMU DEV
WPMU DEVInternet United States of America
WPMU DEV The Wordpress Experts Plugins don't work, tech support is horrid wpmudev.org, Internet
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Let me preface this by saying that I launched the members section after thoroughly testing the plugin on my end on three different computers. Here is the catch. When you are logged in as admin, everything works. When a members is logged in, nothing works. I've had my website for several years and users flocked to the members section so it was already
I ask a questions about functionality exactly 30 days ago while I was setting it up and left a lengthy report about the problems. They completely ignored one vital question and proceeded to ask me questions which were already answered in the report. This is after making me wait several hours for a reply. I spent 14 hours the first day trouble shooting the plug in. The problem I was having was with the encryption on my members files.
Because I already had paying members I decided to go ahead and remove the encryption and just let the actual file names show while I straightened out this problem. I posted about 4 or 5 different threads because I wasn't getting an answer. Finally they answered with "we're closing this thread but we'll resume it in your original post"
They never offered a solution, instead they just asked more questions which were clearly written in the description of the problem.
Over the next week I had to go back and manually re-encode over 1000 links and I spoke with everyone from wordpress developers to my hosting company trying to get this thing to work. I probably spent 100 man hours working on this and checking every single piece of code. I finally posted once again and this time they told me "yes, you have to do X Y and Z, there is no other way around it". Well hell, I asked this question during my FIRST THREAD! If they would have just read the thread it would have saved me about 100 man hours of work!!
So everything seemed to be working but the plug in was not sending out the welcome letter to my members. So I wrote another thread. Of course, they blamed my wordpress set up and blah blah blah, I checked and wordpress is sending out the messages just fine, it's a problem with the plug in. More days go by and I start getting messages from people saying the downloads are timing out with the encryption. Oh, did I mention that the encryption method, which I asked about in the beginning took me another 80 hours to do because not only did I have to re-encode the 1000+ links again, I had to manually upload every single file again because the files have to go in a certain way!
So we're up to about 180 hours of work over a couple of weeks.
I posted more threads about incompatibility with Internet Explorer and more download issues my members are having. Now my members list is getting to be several hundred, people are cancelling the rebilling and I'm having to issue refunds. Do these guys care? Of course not!!
They blamed everything from my "cloud server" to everything else but never once did they resolve the problem. Finally, in the live chat, when someone was ACTUALLY THERE, the tech guy told me that the plug in cannot handle files that are 100-200 megs each. Well, that would have been nice to know before I bought the d**n thing!!
So I still had some open threads about the plug in not sending messages etc etc. They waited until my membership expired and wrote me and said "we are closing this thread since you are no longer a member. If you'd like to pay another $40 we'll be happy to help you!!!!"
WHAT THE HELL?? I've been dealing with this BS for 30 days straight now and they have the nerve to try to charge me AGAIN for a product that DOESN'T WORK!!!!
These guys have no sense of customer service or the urgency when someones members section isn't working properly. I don't expect them to care that I'm losing money but they can at least care that their plugin DOES NOT WORK!
They sent me another message saying that the plugin should work with large files and that's not the issue and if I pay another $40 they will tell me how to fix it! It's absolutely INSANE! I've NEVER been treated so poorly. Some replies took 72+ hours.
"Barry" the "programmer" said he had to reboot and he would be right back. That was a week ago and I haven't heard from him since. If their computers take over a week to reboot then I understand why their plugins are so terrible.
I hope this gets to the right people. If you want to run a respectable business DO NOT USE ANYTHING THAT COMES FROM THIS WEBSITE! Not only does it not work, but THEY DO NOT CARE!
I had to dispute the initial $40 I paid with paypal but the $40 is nothing close to the hundreds I had to refund, the lost customers and the fact that THIS THING DOES NOT WORK!
My only solution is to use a plug in that works, manually go back and re-encode the website ONCE AGAIN, upload the files through a FUNCTIONING plug in ONCE AGAIN, cancel over 300 members accounts from auto-rebilling and manually enter their accounts into the NEW plugin. So I'm looking at another 100+ work hours ahead of me.
This report was posted on Ripoff Report on 09/14/2011 03:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/WPMU-DEV/internet/WPMU-DEV-The-Wordpress-Experts-Plugins-dont-work-tech-support-is-horrid-wpmudevorg-Int-776815. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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