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Refund me please

Featured Lock Resolved Issue
I purchased this product on 6th May. it showed as installed successfully but not interface/links to gain access to the product appeared. I have had a number of thing given to try and have done and have posted the results but still not fix and now almost a month on.

it is time to refund me please!!

16 Answers

Paul Frankowski - Staff

More than a month ago #Permalink
Hi,
before that, may I made a last try?
I can backup your site, recover on my server, install there SPPB and recover database on yours.
---
It has to be something with your server settings, it's not normal behavior of Joomla installer.

InnovAntennas

More than a month ago #Permalink
Happy for you to try this but if it is normal for a joomla server, would it not be worth creating some auto fix so people don;t have this issue?

Paul Frankowski - Staff

More than a month ago #Permalink
To be honest you're probably the first person who has this problem since 2016.
So it's very very hard to find a needle in a haystack.
---
Use Private Message (in my profile) and send me:
1) Site URL
2) FTP access

InnovAntennas

More than a month ago #Permalink
Another week passes and still not working, still no refund. PayPal dispute time I think!

Paul Frankowski - Staff

More than a month ago #Permalink
But FTP which you sent doesn't work as I want.
It shows an empty folder. So I am not sure, how I can help?
My mistake, I should notify you sooner.

foto_2146_2019.jpg

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Paul Frankowski - Staff

More than a month ago #Permalink
I cannot install Joomla extension on emptiness.
Please check FTP settings, or install there Joomla and send me access.
Otherwise, I stuck in an empty room.

Kamruzzaman Alam - Staff

More than a month ago #Permalink
Hey there!
We reserve the right to refuse a refund if you refused to provide to our support staff access to your website to investigate our product you are having an issue with.
Please PM your administrative access to our senior technical stuff Paul. He'll look into it. If it's not solvable then I will refund your subscription.

InnovAntennas

More than a month ago #Permalink
So it takes another post and another week for you to tell me this? I really think it is better you you simply refund me now. Please do so to avoid a PayPal dispute.

Paul Frankowski - Staff

More than a month ago #Permalink
Really sorry for a bad experience, but without proper FTP I couldn't help, nobody could.
--
About refund please contact with https://www.joomshaper.com/forums/profile/256330-shuvo007
The bad experience was based around the lack or proactive help. Each time someones says they will help and you think they are getting on with it, they have just stopped. You give them time and then they give you a reason why they have not done anything.

As much as anything else, I feel if this is the support you get at time of sale, what will it be like if I have a problem later down the line?

Paul Frankowski - Staff

4 weeks ago #Permalink
I agree, really sorry.
tip for the future: always double check FTP access which you send to support.
IF you has replied right away and said there is an issue with it, you would have had the reply with the correction. I believe you would be proactive and left you alone for a week to fix the problem, not wishing to chase you and when I decided to do just that, you then tell me you could not get access.

Each time I have had some from of response form anyone giving support, the replies and help comes a couple of times and then just stops, not very helpful, not very proactive. Not the support level I want or need on going so if I had this product installed long-term, it would be pretty much unsupported hence my decision.

Paul Frankowski - Staff

4 weeks ago #Permalink
If , if... happened.
I said really sorry. Have a nice day. Enjoy your offline life too.
Learn from your mistakes and you will keep more customers. Customers are your biggest advert and lead to business growth. Be the 20% of businesses that have 80% of any market. the most successful businesses have customer focused, proactive support.

Don't be sorry, be proactive and thus effective.

Paul Frankowski - Staff

4 weeks ago #Permalink
Thanks, but it was a much more complicated time period.


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