Owner's reply: The entire communication history with this person can be found at https://www.akeebabackup.com/support/akeeba-backup-3x/25746-huh.html As you can observe, the contact he made is not even for Admin Tools, it's for Akeeba Backup, and starts with a bigoted rant. This is what ultimately led to his account being terminated, topped of with more abuse and personal attacks in his following contacts. Account termination took place per the Terms of Service he unreservedly agreed to when subscribing.

We do not decide to cancel subscriptions lightly. Over the 7 years of its existence our company has sold thousands of subscriptions and canceled less than a dozen. Unfortunately some people, like Mr. Rhoades, think that it's somehow acceptable to begin a "professional" communication with disrespectful words and bigotry directed to the persons they are communicating with. Yet, when they receive a response in a professional tone calling them out for their behavior all they do is shout more abuse. Ultimately they resort to lies and intimidation tactics as you can read for yourself in the contact history with this person and this JED review.

We decline to accept this kind of vile individuals as clients. We treat our clients with respect, professionalism and –above all– as HUMAN BEINGS. We expect to be treated likewise – even with an understandable amount of terse writing, inherent to the frustration someone seeking technical support is already subjected to. So please do rest assured that we don't cancel subscriptions without a refund except for the rare case of people who refuse to treat others as humans or apologize for their transgression.

Owner's reply: The Quick Setup Wizard readily tells you that the settings may lock you out, gives you instructions to overcome this and asks you to print them out. Here's the actual part of the page: https://www.dropbox.com/s/9lzxlopm4h4is2f/Screenshot%202016-06-06%2022.31.37.png?dl=0

Furthermore, we do not promise at any point that it's a click and forget component. The default settings (without running the wizard) are enough for basic protection but if you want the best protection you need to tailor it. For what it's worth, the problem you have with the Quick Setup Wizard is that you are enabling the .htaccess Maker which creates a security tightening .htaccess file. Your host being very low quality doesn't support the minimum of security settings that come enabled by default. Our documentation does tell you how to deal with it and so could we had you actually requested support.

Speaking of which, we have never offered support by email. As a matter of fact when you subscribed you indicated that you have read, understood and unreservedly agree to our Terms of Service which of course include the support policy of our company. The support policy literally begins with the phrases "We only provide support to our subscribers through our site's Support section. We will not provide support by any other means including, but not limited to, email, regular mail, telephone, Twitter, Facebook, Skype and so on." Proof: https://www.dropbox.com/s/p6dwyz8hka3o4hx/Screenshot%202016-06-06%2022.38.38.png?dl=0 This information was also included in the email you received upon subscribing.

For the record, you have not submitted any support ticket at all. Therefore telling us that we do not offer support comes as a surprise, especially considering that me and my staff type in an average of 60 support posts every single weekday and I personally reply to a dozen support tickets every weekend when my support staff is not working. As for the emails you sent, you hit the one day of the last seven or so years that Google Apps decided to act up and not deliver any of my mail. That also happened to be the one Sunday I had to go to bed early and wake up at 4 am for personal reasons. Of course I fixed the email issue Monday morning –despite being sleep deprived– but yeah, any email you sent to my work email address on Sunday went nowhere thanks to Google acting up. Which sums up perfectly the reasoning behind asking you to NOT email me directly but file a support ticket that cannot get lost and which any one ofmy support staff can pick up on days like this when I cannot be available. Had I received your email I'd have asked you to file a support ticket anyway so we could help you.

Yours truly,
Nicholas K. Dionysopoulos
Director and lead developer