Great tool but support sucks

  • falloo

    (@falloo)


    2 days, 12 hours ago

    Used this plugin on 2 different sites for 5+ years, in general it does a decent job on what it’s design to do but a lot is to be desired from support team even on premium plan. I will find another tool to defend because it’s taken 10 days and all I get is a runaround response but nothing that has solved my problem.

    I’ve been very frustrated with their support team. In one instance when I expressed it last week the non-premium support I’ve experienced Phil kept shooting back at me saying it was my fault for everything. He’s asking pressable to inject code in wordpress library and kept blaming me for not placing the waf script in scripts\env folder they suggested. It’s been 10 days, today I’m told to put the site in learning mode and read something I shouldn’t when the site has been running on wordfence for so many years.

    We pay for premium plugins with other developers and the support we get from other sites is far superior than Wordfence. I will not recommend Wordfence to anyone.

Viewing 1 replies (of 1 total)
  • Plugin Support wfscott

    (@wfscott)

    1 day, 12 hours ago

    Thanks for your feedback and for being a long-time Wordfence user. I’ve reviewed the support ticket, and based on the timeline, your site appears to have started experiencing issues after the host made a change to the environment. We have been following up daily since the issue was reported and have responded to each of your questions, including a response earlier today. I understand the troubleshooting process can feel slow when your site is affected, and I apologize for any inconvenience.

    We’re committed to getting this resolved for you and will continue to work with you via Premium support.

    Thanks

Viewing 1 replies (of 1 total)

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