1. Where are all these complaints ? There are a small minority of users who thought they were entitled to a free upgrade to DMS from PageLines Framework. This is because they didn't read the terms and conditions when purchasing PageLines Framework and Plus. Plus entitled all users to free updates for the life cycle of PageLines Framework, this meant 2.0.x all the way up to 2.9.9. This didn't include free upgrades to new products.
A quick analogy would be this, when you purchase an iPhone 5 or iPad 4 etc.. you have that version. When a new version of that product comes along such as iPhone 6 or iPad 5, you're not entitled to walk into the Apple store and get the new version for free or nor are you entitled to a discount. You also can't go into the Apple store and say to the sales representative, "Here you go, he is my iPad 4, I would like to swap this for a MacPro". PageLines Framework and PageLines DMS are two separate products, in the same way Platform Pro and PageLines Framework are two separate products.
Now we understand why users are complaining, but you have to understand that DMS has a development cost. We provide a free version which has some limitations in comparison to the premium version. However, you will find it hard to find any other drag and drop Framework/Design Management System that provides both a free and premium version.
Other complaints generally consist of users who are having difficulty installing or getting DMS to work. 99.9% of the time, this is server or plugin related. For example, most users tend to use Shared Hosting, shared hosting is without doubt the biggest waste of money any one who wants a website can spend. There is a common phrase "You get what you pay for", now in some areas of life, this isn't the case, but when it comes to web hosting, it most definitely is.
Shared hosting is a way for companies to lower the cost of there plans, they do this by saying Unlimited this, Unlimited that. However, you do not have unlimited anything, you're restricted because your domain is on the same server as 1000 other domains on average. All these domains are sharing the same server resources, another trick they do is, to install something called suhosin and when installed, they will set the PHP allocated memory to 64MB, but then in suhosin, set it to something like 20MB.
If you want a one page website, that is static, then shared hosting is for you. However, if you want to run a dynamic website using Wordpress, and care about your sites security, performance then shared hosting is most certainly not for you. That is why, when we get a user who is having difficulty installing DMS or having performance issues, the very first thing I do, before checking if WP is update etc.. is add their domain to a reverse IP checker which informs me if they're using a shared hosting plan.
We do not say to users that your server is the issue to pass the book, the reason we say this is, is that most of the time the server configuration is the cause of the issue.
2. Most questions are getting addressed, not sure how you have come to that conclusion. The questions that don't get addressed are ones that awating a users response for a specific thing, such as:
- A link to the site in question
- For users to disable all active plugins, especially cache plugins
- Waiting for us to try and recreate the issue.
- Its a feature request, which will be reviewed and added to our tracker as either an idea or enhancement.
- The user(s) are asking for customization support that is beyond what we provide.
If any topic is unresolved and it appears that non of our support team having responded in a while, bring it to our attention by replying to the topic.
3. DMS was ready for launch, we have a blog post about the issues that happened moments prior to launching DMS. These attacks on our servers caused all kinds of issues, such as issues our API which has had to be rewritten (we couldn't take the chance of using our old API files, moving to a new server etc...
The servers were attacked not once but twice. Now looking in from the outside, I can completely understand anyone who has an issue with this. However, being on the outside and looking in, you don't really grasp the amount of work it has taken to get the majority of our services back up and running.
4. If you wrote an email three days ago, this means it was wrote on Friday, we only provide forum support on weekends. Your case will most likely be replied today or later on this evening.
Your issues have been dealt with, your first issue was caused by you having an out of date version of Wordpress, the second was caused by a third party plugin which most likely was either an old plugin, one that doesn't follow the Wordpress API standard or is simply a conflict between DMS and that plugin. There are literally thousands of contact form plugins the best ones are either Gravity Forms or Ninja Forms for advanced forms and for a simple contact form you cant Grunion.
As to why your site has crashed is difficult to diagnose without any errors codes etc... the most likely cause is plugins or custom scripts. You may think this is your typical reply, but this is generally the cause of most issues and if not a plugin/script, then your server.
If you disable all active plugins and your site continues to crash then its most likely server related.
However, if you're unhappy, then we are unhappy and we will do our very best to make your DMS experience an enjoyable one. But you're also entitled to a full refund as long as you're within the 30 days of your purchase date.