Fine then, crash

  • I pay to use the Ecwid app plugin and it was fine, at first. Then, the page just never loaded again. The support is hit and miss. I would not recommend this plugin for long term use. It simply cannot keep up with all the variations of sites.

    I have five sites I work on daily – I will pull Ecwid from each and replace it with Shopify. I simply don’t have the time to wait for solutions.

    The first time I contacted support the chat person was on a Mac and could not replicate my problem on Windows – it took a day for him to get the Windows computer. Its over a week now and no solution.

    They are not worth $35 a month. Simply not worth it.

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support ecwid_team

    (@ecwid_team)

    Hi Deb,

    Thank you very much for the feedback! We appreciate that.

    We’re extremely sorry for the trouble caused by these problems!

    As far as we know, all issues have been solved now and your shop is up and running just fine (that would be awesome if you confirmed this as well). There were two unrelated issues:

      1. Incorrect embed code on the shop page.
      2. CSS rule in Moesia theme that was hiding the div with the shop in Firefox on Windows.

    We’ve sorted out both: the embed code was fixed and the CSS rule was changed for good.

    Again, we apologize that solving issues took us so long. We definitely could do that better.

    Thread Starter chaneydeb92

    (@chaneydeb92)

    Yes, that client’s store is up after EIGHT DAYS.

    I lost money and the store lost sales.

    As far as support goes, one star. You just can’t get around that.

    Plugin Support ecwid_team

    (@ecwid_team)

    Yes, we failed.

    It’s our mistake and we’re extremely sorry you had to experience all this. We’re using the third-party software as well and we totally understand what that means when one of your business apps lets you down and can do nothing about that. We had such experience in the past too and we understand your feelings. Let us tell you why this happened, though.

    Our support agents are using a helpdesk system, Zendesk, to process the queue of incoming emails, messages, tweets, etc. As many other apps of this kind, it allows agents to set a certain status for a ticket in their queue. For instance, a ticket can be switched to “On-Hold” status if an agent waits for a response from some third party. Or it can be switched to “Pending” status if an agent sends a message to the client and waits for their reply.

    The agent who worked on your case, accidentally set your ticket to “Pending” status even that he didn’t send you any message, thus the ticket disappeared from his queue until you wrote back on July 14th.

    We are very sorry about this situation, Deb. To make sure this doesn’t happen again, we’ve rearranged our help desk system the way it will notify an agent if she or he is going to switch the status without replying to a ticket.

    Again, we apologize for the problems caused and do appreciate your patience and understanding. Hope you’ll keep using Ecwid at least for a while so we’d have a chance to show you that we can do much better.

    Thread Starter chaneydeb92

    (@chaneydeb92)

    This has definitely been a learning moment for me, as well.

Viewing 4 replies - 1 through 4 (of 4 total)
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