Background of the issue:
I recently implemented WPML to improve compatibility with Yoast's SEO analysis on our multilingual site. However, after using it in our production environment, we encountered several critical issues. Here is a link to a page where the issue can be seen: hidden link.
Symptoms:
We faced several issues: category mismatch where categories from a different language appear, missing excerpts on the live site, inconsistent post updates visible to different users, incorrect dashboard language not respecting user profile settings, and significant performance degradation with API response times becoming 6 to 8 times slower.
Questions:
Can we get a full refund due to these issues?
We recently implemented WPML to improve compatibility with Yoast's SEO analysis on our multilingual site. However, since we began using it in our production environment, we have encountered several critical issues:
Category Mismatch: When editing posts, the category list often displays categories from a different language than the post itself, leading to incorrect assignments.
Missing Excerpts: Post excerpts sometimes appear empty on the live site, even after being properly saved in the editor.
Inconsistent Updates: Edits made to a post by one user were not always visible to others, causing content inconsistencies.
Incorrect Dashboard Language: The admin dashboard language did not respect the user's profile settings, instead defaulting to the language selected on the public site's language switcher. This was very disruptive for our team.
Severe Performance Degradation: As a headless WordPress site, our API response times became 6 to 8 times slower with WPML activated.
It took nearly two months for us to receive a solution from your support team to get the Yoast integration working correctly. This delay meant we could only identify these critical bugs after the 30-day refund period had passed.
After less than three weeks of use, we have concluded that WPML is not viable for our project. Given these circumstances and the significant disruption to our workflow, we kindly request a full refund.
I am happy to help you to address each of the issues one by one if you wish. To ensure the quickest and most accurate support, please provide your debug information so I can look at some of your configurations. We have an excellent article on how to locate it here: https://wpml.org/faq/provide-debug-information-faster-support/.
I appreciate the offer to help, but our team has already made the decision to discontinue using WPML.
After investing significant time trying to resolve the issues, which caused project delays and negatively impacted our operations, we have moved to an alternative solution.
Regarding the refund, I must clarify that the link you provided is for requests within the 30-day period. As mentioned in my original message, we are past that deadline.
The reason for this is the initial two-month support delay we experienced while waiting for a solution to make the plugin operational for our needs. This delay made it impossible for us to discover these critical production bugs within the standard refund window.
Given these circumstances, we kindly ask that you make an exception and process a full refund for our purchase.
