Faulty module + not responsive developer. How do I contact real customer support for a refund?

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Hi.

We bought a module which turned out to be faulty - doesn't work and is absolutely useless. After we contacted the developer about that we got a auto-respond notice that he will be away for the next 10 days? That the hell. Module costs nearly 300€ and now we have to wait weeks to get what we paid for? It is absolutely unacceptable. Furthermore there is no information on procedures for a refund except to talk to the developer - how the hell is that going to work if developer is not providing any kind of support, not even responding to messages? 

Another question - is there an auto-respond function that the developer is using or are they simply reading your message, laughing in your face and pasting same message over and over again?

We've spend thousands on modules from Addons Marketplace. And we do hope there are proper channels to sort the mess we are in due to bad service, bad product and bad support. We've paid for a product that didn't work as advertised (it didn't work at all to be exact) and there isn't even a simple way to get money back after a scam like that? 

 

[Krystian Podemski]

Yeah, that's a shame, but you need to understand that Addons Marketplace is also for freelancers who want to take a day-off (or 10 ;)) from time to time. 

I think that you can easily purchase different module and after this 10 days request for a refund. It would be a really bad decision from developer if you'd not get it.

  Quote

Another question - is there an auto-respond function that the developer is using or are they simply reading your message, laughing in your face and pasting same message over and over again?

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All sellers on addons marketplace are free to take up to 21 days of vacation from what i remember.

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Thank you for the reply. Can you please tell me how do I get a refund for a non-functioning module? Because the product we bought does not have a support. And I couldn't care less to be honest if the developer is on a vacation or whatever. I'm also not interested in developers well-being. It was a transaction between us and a developer where we exchange money for a service or a product, and in this case we paid the money but didn't get the product or service. Therefore we simply want our money back. And I am wondering here where and how can we apply for a refund from a competent overseeing third-party? Would be a shame if Addons Marketplace lets you spend money with 2 clicks and offers 0 ways to get your money back for a faulty product. Because "Contact the developer" is not an option if he is not providing support nor responding, is it?

There is a huge difference between not getting answers for your questions for 10 or more days and not being able to use a product you paid money for. 

 

[Krystian Podemski]

You can contact addons marketplace stuff directly using chat feature, or call them. I understand your frustration but...  the best for you would be to just wait these few days, developer can request a refund for you from his dashboard.

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Developer is still not cooperative. Can you please explain to me how can I contact Prestshop support team? I do not see chat function nor any emails / contact forms.

[coeos.pro]

and what is the module in question?

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Hello and thank you for the reply. It's this module: https://addons.prestashop.com/en/dropshipping/28829-dropshipping-matterhorn.html

[coeos.pro]

you bought such an expensive module without any description, without any screenshots? or the description sheet has changed in the meantime?

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I've asked a developer for a description, he provided it via messages, also added documentation pdf with detailed instructions. 

[coeos.pro]

the problem in this case is that it can tell you that the module does a lot of things and after purchase if it lacks functions you cannot say anything, you cannot complain.

If he does not answer put 1/5, it may motivate him to answer

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Module does not fulfill its purpose - it does not import products. This absolutely main feature does not work, developer does not respond to messages and is not cooperative, they didn't help us to fix the problem in any way nor they showed intent to do so. And it does not matter what developer say - we are in a situation where module does not work, developer does not respond and we were simply scammed. 

 

I'm simply asking who can I contact to file a complaint and ask for a refund? I'm done trying to contact the developer. There is clearly somebody in charge of solving scam cases like this? And after a precedent like this shouldn't this product be removed from a marketplace? 

[coeos.pro]

https://addons.prestashop.com/fr/ratings.php

 

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Thank you for the link. I've already rated the product.