[Closed] Want ALL my money back.

Hello there!

I'm Alejandro, the acting Support Manager for WPML and I'm here to help you.

First let me address the issue you show me in the video:

The notice you kept seeing in the video appeared because the content was NOT created in the default language of the site, yet you kept trying to translate it automatically and couldn't. at one point you got this message --> hidden link which explained the situation.

If that's the case, there was a different solution for you:
- Click "translate myself"
- open every page and translate it automatically via the Advanced Translation Editor

or

- Change the default language of the site to English via WPML > Languages > Change Default language, even just temporarily (I don't recommend this before taking a backup of your site first).

- Translate the content automatically.

- Change the default language of the site to the "real" one.

If you want, you can give me access to the site and i can actually record myself while showing you how to solve the problem, translate a few pages and explain why it happens and how to avoid it (free of charge, of course) or find workarounds that can suit your workflow.

And if you have other issues, we can handle them all, with me personally so i can help you get the most of WPML which i can assure you can end up helping you (We power millions of site, many of which are big and renowned companies, and i wish to do the same with yours)

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Apart from that, I would like to ask you a few questions to better understand the reason why you are so frustrated with WPML because i see it's more than one thing that led you to how you feel right now:

1) You mentioned you had to "pay extra" to get support, but you mention a "bellevue team" so I'm not sure how is WPML linked to that team you mention. can you please clarify this?

2) I see other tickets that were handled by Bigul and you mention that the support is "rubbish", from what i understand you live in Portugal, but you haven't set your timezone in your profile (which you can set here: https://wpml.org/account/account-preferences/ ) and that means that people from other timezones can take your tickets which happened here which might've affected your resolution time and overall experience.

3) You mention you bought extra credits and you still have enough in your account but you could've instead used a pay-as-you-go account and only use and pay for what you needed (A month after you had used them, roughly). Could it be you didn't know that was an option?

5) The refund requests are done through this form: https://wpml.org/purchase/refunds/

The refund policy is valid for only 30 days after the purchase in a "no questions asked" way, however you could still have a refund by clicking the "talk to us" button in case you don't see the refund form.

You can answer the questions i asked above and then mention it on the form and that will certainly help your case as well 🙂

Regards.

I had already checked your tickets and if you had to pay another theme so they could check the issues that i guess you presented to them on behalf of what bigul told you, that's something totally outside our control, specially because i think you meant this comment from bigul: https://wpml.org/forums/topic/easy-and-customizable-use-wpmls-wp-menus-sync-feature-is-not-working/#post-15363739

In there, he told you to report it to motopress. I know you don't use motopress directly but a theme that uses it, but if you had to pay just to tell the bellevue authors "hey, there's an issue with motopress, can you please talk to them so they fix it", that's not our fault at all and it's impossible for us to have even known you had to pay for it.

We're sorry you had to pay for such a simple task that is usually included when you buy a theme (bug-reporting is quite usual and you should not have to pay for it) but what Bigul told you was just a suggestion so you wouldn't have to use our workaround in the future.

If you find yourself in a similar situation, just let us know you can't because you have to pay for it and that should be all :D.

By the way, in one ticket you asked where you could see your old tickets. you can do so here: https://wpml.org/forums/users/goncalod/ (Bigul also answered this question in one of the tickets, but I'm leaving it here in case you missed it 🙂 )

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The solution for this one: https://wpml.org/forums/topic/the-advanced-editor-jobs-synchronization-has-failed-11/ will be fixed this week, possibly between today and tomorrow but this issue should not be one that's blocking your site and doesn't require anything from the bellevue theme, you just have to update our plugin to WPML version 4.6.10 when it comes out.

Please know that all tickets are auto-closed by inactivity after a certain amount of time (7 days in this case). if you need more time to answer a ticket, just leave any answer on the ticket letting us know and the time will be automatically extended.

Regards.

Alright!

1) So the first step ino fixing the problem is to update WPML to version 4.6.10, which was released yesterday and was one thing we were waiting for to fix one of the errors you had.

Please only do this after a proper backup, just in case!

2) I enabled the credential fields so you can allow me access to the site. please sent me WordPress credentials but also FTP if possible (you can ask your hosting about this if you don't know what it is).

I can check the problem for you and then let Bigul know as well since at this point we're both investigating the same thing.

Regards,