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More flies with honey

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6 months 3 weeks ago #2216 by michael
michael created the topic: More flies with honey
I'm a reasonable guy. I spend a lot of time...

I'm a reasonable guy. I spend a lot of time freely supporting extensions that I also give away for free. A few of my extensions are paid, and I support them as well. For users who buy my extensions, I give them a bit more attention - because they paid for it. I'm even willing to go the extra mile to make them happy, because customers remember that sort of thing and they come back for it. Even if asking for a refund, if the customer has a reason (usually, any reason will do) - I'll issue the refund. This is partly because it's not worth the time spent arguing over a few dollars, and partly because I don't want to be unreasonable....it takes too much energy.

My attitude changes radically when I'm threatened or given an ultimatum. I do not take kindly to threats. It's also not in my nature to accept false accusations.

When Jeff Hecht of clikzdigital.com contacted me about his Nomad Pro purchase, he started his message with an accusation of misrepresentation. Don't take my word for it, here's the email:

Almost immediately, I received another message (a reply to the automated paid invoice email he received) - this time accusing me of fraud and threatening a negative review in the JED:

I don't take this sort of thing lightly. I bend over backwards, 60-70 hours a week, to make sure my users and customers are happy. When someone makes a threat against my integrity and reputation, I don't take it sitting down. I agreed to refund his purchase, but first I asked him to point out where I stated that Nomad was a "login redirection" plugin. Knowing well that nowhere in my Nomad documentation, nor the Nomad download page, nor the JED page for either the free (last updated August 07, 2017) or the paid extension (last updated August 23, 2017) say it was a login redirection plugin - and in fact they all very clearly state (as the first sentence of the description) "Nomad is not login redirection, it's homepage redirection!!!". The purpose was to suggest that he had made a mistake with the claim that I advertised Nomad as a login redirection plugin. My response:

All of this is easily proven by looking at the pages themselves, and at the Internet Archive. The first sentence of the plugin page on the JED has remained the same since 2014!
Nomad 2014: https://web.archive.org/web/20141228065735/https://extensions.joomla.org/extensions/extension/access-a-security/site-access/system-nomad/

Because his accusations arrived within an hour of his purchase, I gave him a little time to respond. Then I received this notice from the JED:

So now I get to deal with lies posted on the JED by someone who either didn't bother to read ANYTHING about the extension he purchased and is trying to bully his way into a refund - or is trying to scam his way into a free copy. Either way, it didn't need to go this way. Naming and shaming isn't something I want to do, but it seems like Jeff Hecht insists on being a liar, so my only defense is truth.

I'm not an unreasonable person. If Mr. Hecht had responded reasonably (or at all), I would not be doing this. A simple "my mistake, I purchased this thinking it was login redirection" would have worked for me. Instead, I'm here...doing this. Just be reasonable and don't threaten to post lies about me. There's a reason I post my phone number, and other contact information - because I've never cheated anyone. I have done nothing to run away or hide from.

Mr. Hecht got his refund. But it's going to cost him some reputation.

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6 months 3 weeks ago - 6 months 3 weeks ago #2242 by Adi
Adi replied the topic: More flies with honey
here's my 2 cents on what probably happened: maybe that (former) user is not a native speaker of English and uses a browser that translates automatically any web site into a language that he is familiar with (e.g. Chrome).

Automatic translations are sometimes famous for their nutty texts, especially for germanic languages, it is common for some translations to drop or re-assign the negative prefix... thus a "this is not a banana" text becomes "this is a banana" after translation to that language.

Still, it's inexcusable to outright accuse without properly checking the manual.
Last Edit: 6 months 3 weeks ago by Adi. Reason: (minor typos)

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6 months 3 weeks ago #2243 by michael
michael replied the topic: More flies with honey
He's in New Jersey, went to college in New York.

What really bothers me is the jump from purchase to making threats an hour later.

I've never declined a refund request - all I ask is to know the truth about why, so I can make adjustments to avoid it in the future. Most of the time, it's because they misunderstood that they were signing up for a subscription and a year later they got a charge they weren't expecting. Once I refunded because the user couldn't make an extension work with their template.

I don't make a living from selling extensions - I make my living writing custom extensions, support, and hosting. Extensions I sell on my website pay for my domains, bandwidth, and CDN.... I do this for fun, and because it keeps my mind busy. I like to think that software like my e-Privacy plugin are running on 12,000+ websites.

Anyway, he got his refund and I'll do what I have to do to mitigate the negative review.

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