ExtensionWorks Extension Works Breaches own terms of support, ignores emails, refuses refund Point Cook Australia Internet

My experience is nearly identical to that of the customer who previously wrote a Ripoff Report review of Extension Works in October 2015. I purchased ExtensionWorks' WooCommerce UPS plugin for WordPress and frequently received complaints from my client about it returning incorrect rates. Specifically, we were having trouble getting correct UPS negotiated rates using this plugin. This was an urgent issue for my client, costing him several sales.

I emailed Extension Works through their support system describing our issue with the UPS plugin and asked them to respond ASAP due to the urgency of the issue. A full week went by and I received no response. This is much longer than the response time stated in ExtensionWorks' own terms of support, which state: "All Support questions will be answered in around 4 business hours from the initial contact."

Due to Extension Works' lack of support during that week, I was forced to use an alternative UPS shipping plugin from a competing company, which worked immediately as soon as I set it up. I followed up with ExtensionWorks and requested a refund. This time, I received a response from Nicole asking me to provide some details for troubleshooting. At this point, though, the Extension Works plugin was no longer of use to me or my client.

I again requested a refund due to the poor support that didn't live up to the company's own stated terms. I received another message saying that they "would pass on my request for a refund." I heard nothing after this, and they ignored two subsequent emails that I sent.

Finally, I noticed that Extension Works had closed my support ticket with no further response on their part. I started a new ticket and made a final refund request, two weeks after my first one. Frustrated with their lack of response and respect, I threatened to take my dispute with ExtensionWorks public if I received no response this time. A few days later, I received a brusque reply from Nicole that implied that they had already responded to my refund request (which was untrue) and that Extension Works would take legal action against me if I were to make my complaints public, because those complaints could be classified as "deformation" [sic].

The main issue here in my view isn't that the plugin wasn't returning correct rates, as that could have been resolved with proper support. It's that Extension Works' support was nonexistent when I needed it and didn't come close to meeting their own advertised terms. I purchased the plugin due to their advertised support terms, thinking that I'd be able to receive help if I needed it, but this wasn't the case. The responses were sometimes nonexistent, much slower than ExtensionWorks' own stated policy when they did arrive, and unprofessional.