VERY POOR SUPPORT.
This is the 3rd time I post this — they keep deleting it.
Here’s my experience, with proof. Believe me or not, but the answers from the devs are always the same: “we did everything right, the issue is you.”
❌ OUTDATED DOCUMENTATION
Their video (https://www.youtube.com/embed/pJkKH0KcPJs) is over a year old.
The plugin has changed a lot, but they haven’t updated the docs or explained the new behavior. Many features shown no longer match what’s in the plugin today.
CPANEL INTEGRATION IS MISLEADING
Docs say to use cPanel username and password:
https://perfexsaas.themesic.com/docs/perfex-saas-module-user-guide/getting-started/automatic-cpanel-installation-9342/
But in a support ticket, 8 days later, they said I was wrong and should use root access — no explanation, no justification. Just that.
I asked: where exactly does it say that?
No answer. They dismissed everything I sent — screenshots, logs, full steps.
SUPPORT IS ONE PERSON
Same reply, same avatar, fake name. Just one person answering every ticket.
Responses take 2–3 days and offer nothing helpful.
The suggestion? “Delete everything and reinstall.”
2 MONTHS, NO FIX
Moved everything to cPanel, as they told me. Still doesn’t work.
Trying for 2 months to make this work and not a single real answer.
If this gets removed again, that says more about their support than anything else.
Author response
Short version (TLDR;)
1) Your ratings are deleted by Envato team due to their nature.
2) Documentation is up to date, detailed and available online, here
3) Root access is needed, as clearly stated in the requirements page, available prior purchase, but you never read that
4) Your support ticket was assigned to a specific operator
5) You never responded back at the last reply of the ticket, showing unwilling to cooperate.
Details:
Rating removal: No reviews are deleted by us. Ratings are handled by Envato’s platform, not by our support team. Your comments were moderated or removed due to violating Envato’s review policies (e.g. false accusations, abuse etc).
Regarding documentation: Our documentation is fully online and regularly updated, available here.
Claiming we haven’t updated anything is misleading at best. We specifically avoid hardcoding instructions in PDFs for this reason. Features evolve, and we keep the documentation aligned.
Regarding your local environment configuration issue: The documentation you referenced clearly describes automatic installation via the user's cPanel credentials and minimum credentials needed there are root ones, as stated in the requirements page. However, as explained in your ticket by our operator, you are not using root user and you kept ignoring this requirement.
According to the marketplace's rules and based on the support we ought to provide along with every purchase, installation service is NOT included and remains a responsibility of your side.
If for some reason, you are not able to configure things properly or your hosting provider cannot help, we can provide an installation service for you, at a specific cost. Simply answer at your ticket requesting the same, and our operators will guide you.
But PLEASE do not include untruthful statements and lies, like you did in your previous ratings. IE:
attempting to discriminate things. You mentioned that your reviews were deleted but you forgot to mention that they included such disriminatory and untruthful statements, as confirmed by the full support ticket screenshot proof we provide at the end of this rating reply.
Here’s the proof that we never asked for access initially and that your assumptions about our responses are not accurate (you received responses based on the TAT of this item's support policy and noone asked you to share any type of access):
Regarding Support Tickets: Assigning tickets to a specific support operator for consistency doesn’t mean only one person exists behind the product. This is a common misconception. Our team handles dozens of tickets, and while you may see the same avatar and tone (for consistency and professionalism), this doesn’t reflect our internal structure.
As for your remark about us replying with "we did everything right, the issue is you", this is NOT true. What we actually told you is that your issue stems from an incorrectly configured CRM or incompatible hosting environment. This is not an attack, it’s a diagnostic reality. Our module works out of the box when Perfex is correctly installed, as proven by hundreds of customers and our public demo.
Please keep in mind that the ratings section is meant for feedback based on real, direct experience, not for repeated rants or what sounds like ChatGPT-style review spam. The language patterns are recognizably automated, and this doesn’t reflect an honest evaluation of the product. Your rating here, is unfortunately such one.
If you’re still willing to engage respectfully, we’re happy to assist you. But misrepresenting facts, ignoring documentation, and blaming support for not fixing what’s outside our product’s scope is not constructive for anyone.
