[Resolved] Why recommend to Toolset's users a plugin that does not work?

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[claudioR-4]

A few days ago I submitted a request for support because I found problems during the import using a free plugin. Your supporter answered me that, from the debug that i sended, he noticed that the plugin was not updated. For this reason I have investigated the issue and I bought a different plugin at a cost of $ 149, which you suggested on your site, which is called ULTIMATE CSV IMPORTER PRO PREMIUM VERSION (I was also interested to export function).
Well ... this plugin does not work, this plugin, as shown by other negative feedback released by users of different communities, is strongly BUGGED and it doesn’t give to the users what it promises.
Keep in mind, and you know it well, that not all users buy similar plugins to import 100 lines. There are users who work with large bulk of data and expect, PAYING MONEY, that the purchased tool works in a right way.
For this reason I contacted the technical support, WHO HAS ADMITTED THE RESPONSIBILITY after doing some internal tests. They told me that NEVER AGREED THAT THE SCHEDULED IMPORT WAS NOT WORKING. Very strange, it means that they don’t develop the plugin. He asked me the FTP access but it's impossible work in this way. It's better a sharing desktop for user's privacy but he felt it was useless to see what was happening and investigate the matter.
They blocked my development activities promising a new release that they sent me last night. I simply tested it, both locally and remotely, and the corrections made the situation worse. I'm in PANIC!!! It is very slow, unreliable, skips lines and generates many errors. Probably they have tested with file of 100 lines and four columns . Consider that I have files of 46,000 rows and 80 columns that WP All Import (free version with additional plugin for CPT) has imported in a single solution in just under 2 hours without any problem.
I tried with files of 100, 1000, 2000, 5000 lines and it does not work. The only import I could complete was manual and took over 4 hours for 100 lines (with the same file used in scheduled import).

Scheduled import is in error, show initialized from 12:30.

https://toolset.com/wp-content/uploads/tmp/image1.png
https://toolset.com/wp-content/uploads/tmp/image2.png (only 148 rows on 2000)

I only have to import 500,000 and I can’t certainly rely on manual import. Among other things, I bought this plugin because I have specific needs of scheduled export and import, that's why I bought the premium version.
From the moment that other Toolset's users have posted BAD REVIEWS on this forum, and the same happened in other community, just look searching by Google, from the moment that yourself recommend a non-working plugin, from the moment that you could know a lot more than me, you'd be kind enough to help me get a refund (I paid with Paypal) to buy the other plugin that you recommend and for which there are positive feedback?

https://toolset.com/wp-content/uploads/tmp/image3.png

I asked for a refund, but as they did with everyone, they replied that their policy does not provide for it, OBVIOUSLY. It is a trouble of honesty mainly.
I am far behind with the development, I get pressure and risk of paying important penalties. I can no longer waste time with people who only think about damaging themselves and damaging others. I think it's a huge image damage for you to be in the midst of these problems.
DO NOT RECOMMEND THIS PLUGIN, nobody wants to waste time and money.
Congratulations on your project, Toolset is really a fantastic tool, tested, reliable, keeps what it promises, helps the user in the true sense of the word.
See all the images attached referred to skype conversation.
I trust in your support. Thank you very much.

[Minesh]

Hello. Thank you for contacting the Toolset support.

I understand your concern and I'll present this issue in front of our Devs. But to test the issue and what is not working - I need the file which you are trying to upload and what content is not imported to which field.

Can you share step by step information you followed while you try to import your file and a test import file which I can use. Additionally, it would be great if you can share duplicator copy of your site.

I have set the next reply to private which means only you and I have access to it.

[claudioR-4]

Hi Minesh,
I know perfectly that it is difficult to stay in the middle of certain issues ?
About your request I inform you that I can't send you any file. You know perfectly that in the files there are sensitive and confidential information that cannot be shared. If you really want to understand the problem and help me and all other Toolset's users you can easily create a file of 45000 rows and 80 columns with a simple algorithm. One of those bulk files that have challenged many users who have released negative feedback on this plugin.
Among other things, the plugin will not be able to import the file at once, you'll have to split it into multiple files otherwise you could get nervous and destroy your keyboard. A good beer it's better!

Said this...these are the news.
Smackcoders support replied to my skype messages of yesterday sending me the log file (referred to their internal test). I can't upload the log file to this message, your system accept only images.
Good...he imported a file of 2000 rows (hidden link) to test (as you can see in the header of the log file) but if you count the occurrence referred to the INSERT COMMAND you will obtain a number equal to 2228. Another problem encountered by me in other tests I've done. Or lose lines or invent new ones ?
What else is needed to understand that the plugin does not work? I only know that I bought this "plugin" because I trusted your brand, after having worked a few days with your instrument and after realizing that you are a serious and customer-oriented company. If you had not advised on your site I would have first taken information and certainly I would not have damned.

Please inform all your team of these problems to prevent other Toolset users from risking time, resources and more.

Support me in the refund request as you have already done with other users.

Here is the screenshot of the answer I received ... it says it all !!!

https://toolset.com/wp-content/uploads/tmp/image16.png
https://toolset.com/wp-content/uploads/tmp/image17.png

[Agnes Bury]

Hello Claudio,
this is Agnes Bury from the Toolset marketing team. Sorry to hear you are having issues with the plugin. Thanks for all the details. I'll get in touch with the Smackcoders folks regarding this issue. I'll keep you posted.

[claudioR-4]

Thank you very much Agnes for your reply.
If you want i can send you the Smackcoders log file referred to their test.
I noted that log file is referred to import in posts not in CPT with toolest custom fields, so the INSERT COMMANDS are referred to wp_posts table.
Try to imagine what would have happened if they had performed the inserts also on the "post_meta" to insert the custom fields values table and on the "wp_term_relationships" table to hook the categories.
Thank you again.
Good work.

[Agnes Bury]

Hello Claudio,
Thanks for the details. I've got a confirmation from my contact person from the Smackcoders team that they will check the case with the support team and get back to us.

I've shared the link to this ticket so they will know all the details. I'll keep you posted.

[claudioR-4]

Hi Agnes,
these are the updates of this morning.
Thanks for your support.

https://toolset.com/wp-content/uploads/tmp/image18.png
https://toolset.com/wp-content/uploads/tmp/image19.png

P.S. I'm working with Toolset in these days and I can say, proudly, that is an excellent plugin from all points of view.
Congratulations for the excellent work!!!

[claudioR-4]

Hi Agnes,
have you notices of Smackcoders supporter?
Please read the Skype conversation in the attachments.
There is the possibility to obtain a refund from these slob or not?
I'm tired of feeling mocked and i don't want wast time anymore. It is not a correct person's behavior.
I seem to be dealing with a great liar or with a child.
Can I get my money back like other users, or do I have to start legal practices or what else can I do?

[Agnes Bury]

Hi Claudio,

The Smackcoders authors have informed me that they are processing your refund and that you've been informed. I'll request a summary of all the known issues and to update our docs where relevant.

[claudioR-4]

Hi Agnes,
sorry for the delay.
The supporter (Mr. Muthukumar) informed me many days ago, under my request, about the refund but, to date, I have not received nothing.
I have already solicited several times via Skype and they told me they were refunding by yesterday.
Still nothing done, just words.

[Agnes Bury]

Hello Claudio,
I have contacted the Smackcoders team and they say that they can assure that they will refund your order and you will get your money back. They say it is being in progress but because of some internal procedures, it is getting delayed. They promised to keep me posted.

[Minesh]

Hello Claudio,

Would you mind to close this ticket as you will get your refund soon. Please feel free to re-open it if you will require further assistance on this.