Forum Replies Created
-
-
Alec
I wish to make sure that my understanding of your intentions is perfectly clear and accurate.
My understanding is that you are giving me an ultimatum which is; if I do not revise the review to one that is more favourable, and apologise, you will, without my agreement or consent, disable/revoke my licence to use the plugin and issue a refund.
Is this correct?
JM
Martin
Thanks for your reply.
Yes, I did read through your last comment to me yesterday and I could see that you offered me additional ideas, thanks for those.
I think the problem I am having stems from the theme I am using and how the theme makes use of the FV player. I currently seam unable to access the shortcode editor for individual video content and therefore I am unable to implement ad disabling.
Now, thanks to your responses, I can at least see that this is a theme problem/issue not a problem that arises from your plugin.
I am currently speaking with the theme author to see if they are able to provide a solution. The theme came with the FV player already integrated into its function so I am hopeful they can provide a solution.
If they are unable to help I will certainly come back to yourselves and ask you to take a look at the specifics and hopefully suggest and implement a solution – naturally I would expect to pay a fee for such work.
thanks
J M
Martin…
I know you know that Chiara already took this up as it’s on the thread above. So you didn’t need to comment, did you? But seeing as you did, i shall reply.
you write…
“I’m sorry that we took a bit longer to reply to your tickets.”
you would have taken longer had I not actually called your office on the telephone and spoken to you personally.
you write…
“I was solving some important issues today, back in the office after months of working at home due to Covid restrictions”.
Most people spend their day solving important issues..that’s the point of working is it not? Or do you think you are alone in these endeavour?
Aside from that do you need reminding that customer support is also an important issue? Of course it is up to you how you decide to prioritize.As someone who works in digital services it’s pretty lame that you choose to use covid as an excuse – please don’t.
you write
“On top of that you posted this ticket without using the account with which you purchased the actual license, so it was not flagged to us automatically that you are a paid user seeking help”
Then you should make it clearer for your paid users that they should use their purchasing credentials. Not sure how this would work for those in a large company where purchasing is likely to take place from a different dept.
In any case, for the avoidance of doubt I did mention in the fourth line of my initial contact that I was a paying customer.
Earlier today, while waiting for a response I read though a great many of the support questions on the forums. I noticed that quite often there is quite a combative, argumentative attitude towards those customers of yours who appear unhappy with the service.
I suggest you should ask yourselves.. if this happens quite frequently perhaps it’s something we are doing wrong?
I will take time to have a deeper look a this,
thanks
jm
Chiara,
I am not able to access this shortcode editor. Or I am unable to find it on my CMS.
I do not use the FV player to embedd videos on posts on my website. I have a theme that is already laid out to present videos. I am using the FV player as the media player of choice.
So perhaps I will not be able to access this feature in the end.
JM
Chiara
I am now reading through your reply….
Martin
I have just made you a video to better explain this .
https://drive.google.com/file/d/1d1SNOxLzPLYNn0wy1GrJDy8kIWf3gR2L/view?usp=sharing
Martin,
This is very frustrating.
I had to actually call your office and speak with you to get your first response and now its been another 30 mins since i replied to you.
Can we please just have a fluid conversation so that we can resolve this please.
JM
Martin
so, I did just try to delete the fv player but it says that doing so will cause the Pro version to not work.
So back to my issue, I do not have the features in the Action tab that are shown in the screen shot on step 6.
Martin
So I had already been through these two options but i think I am now seeing what the problem is.
I am using the FV Pro Video Ads but in the Actions tab I do not see the features depicted in the screen shot next to step 6. Instead, I only see the feature as described in the overlay Ads.
I mean to say that I do not appear to have the proper features in my version of the Pro player.
However, I think it is because I can see two version of the FV player in wordpress plugins library..I have the free version and the Pro version.
I think they are creating a conflict. Should I delete the free version?
JM
Martin
Thank you for your reply.
At first glance I think I have already looked at both these options but I will look again and re-read the documentation you provide on the links above.
I’ll get back to you shortly …
thanks
JM
