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Serious Plimus problem, do I have to move?
The problem started more than 2 weeks ago and it is significant.
My customers are not able to download ordered prodcuts. They get just whatever but no working download links.
The most important problem they get, they are asked to enter a username and password when clicking download URL they got after payment. The problem is they've never created username and password.
The only solution to this problem was for me to manually reactivade download links for orders. Though I can't be online 24 hours a day and clicking reactivate button for all orders.
We've been with Plimus from 2003 and seen different problems here and there.
This current situation simply puts our bussiness to a hault.
First of all support took time to respond and than more time to ask for more details and then more time to simply tell us that they were not able to fix the problem and are not sure where the problem is.
No matter I've provided over 10 customers' email with complaints that they are not able to download products.
What are the options? Where can I move my store in a short timeframe. I don't really care about lower % just need a 100% working system and support that responds promptly and fixes serious problems instantly.
Hi there,
Thanks for your posting. Please let me have relevant Vendor Service Ticket details so that I can follow up and check what the present status is. Naturally some issues take longer to address than others.
Derek, Plimus
Naturally my reputation is hurt badly due to "issues taking longer to address others".
Ticket#2009050410005006
I've received couple more replies and it is nice to see that ticket isn't ignored but replies were literally useless.
Some of the customers were complaining that system was asking them to enter username when following download link. But they've never created one.
Ok, I've received support answer that customers couldn't have placed an order without entering that username. Well no idea how it worked for last 6 years than and how they were placing thousands of orders before?
Probably we've changed something in Plimus database, of course there is some problem on our end.
The most important part. Even if customers enter the username and password that they indeed created when placing an order they still DO NOT receive working download link. But and error: ""there is a problem with the page you are trying to reach, please contact
the originating website webmaster for help"
Not a single customer have received working download link from us in last 3 weeks.
The only method to let them download ordered files is for me to enter plimus account and manualy re-activate download links.
Problem is still not solved after 4 weeks it started.
After getting lots of email from support with statements that everything works fine and it should work fine they've finally agreed that indeed there is a bug on their side.
To give some clarity to current situation:
-all my customers are not able to receive working download links
-they are forced to create plimus account when placing order
-system ignores customers who are already logged in with plimus account and still creates some null crap account and sends links that don't work.
-there is only option to turn off forced account creation but this option doesn't allow old customers with accounts to use them anymore.
Not sure what Plimus support are busy with but I can clearly see the problem.
There is no way to make plimus account creation during order OPTIONAL. It is either forced or simply completely disabled.
So in any case system keeps asking customers for a username and a password. Even if they had it system doesn't accept it. Even if they didn't create account system is still asking for it.
Only when I reactivate download link for the order system COMPLETELY doesn't care about any customers accounts. It simply sends a working clickable download URL.
P.S. I'm looking into cleverbridge's proposition right now.
© 2001-2010 Plimus Corporation, Inc.
Ok seems thy don't care at all.
Any feedback about 2checkout.com?
I've spent last 3 weeks resending download link to each cutomer. I can't rely on people who even ignore to identify the problem.
2nd ticket answered during 3 weeks and problem is nowhere close to beeing resolved.