One of my clients, who has held a SunShop license since 2005, has had trouble since last December with the shop improperly calculating international shipping. We have open four separate tickets on it, been given conflicting and erroneous instructions for correction, been told to renew the license and upgrade. Each time we ask for help the support desk fires off a quickie response and closes the ticket immediately. The problem continues.
We have now apparently been blacklisted.
Two weeks ago I asked for the support desk supervisor’s email address and one was provided. My client wrote a long, professional email outlining all the problems, the steps we had taken to correct it, the ticket history, and the treatment we had received. She never received even an acknowledgement.
This week we began calling the support desk. If either of us leaves a message, we do not receive a call back. If either of us waits in the queue, we are mysteriously “disconnected” as soon as we are connected and identify ourselves.
Both of us have been calm and professional. No one has called any names, but they are acting like two-year-olds throwing a tantrum.
Has anyone else experienced this kind of treatment? And if so, how did you address it?
I found this site/forum looking for info on a similar issue but, they were able to help me resolve it within hours. Granted, I am on the same coast though (They’re based in California). Did you actually email them or submit a support ticket? Its my understanding that the shop itself doesn’t do any of the calculations. They use whatever api (be it fedex or ups etc) and module you install. In my case, it had to do with rounding weights. A simple fix really.
My name is Chris Talavera, the CEO of TWT, Inc. First of all, if there was a email sent to me I can assure you that I never received it. I will not make any excuses as to why I did not get it but I can assure you that I never read it otherwise you would have received a prompt response.
Now, onto the issue at hand. Let me first say that whether or not your license is still eligible for support depends on many factors. The first being when you bought it because our licenses used to only come with 30 days of free support but we have now extended that to 90 days. Now I can also assure you that we would never hang up intentionally on any customers. I am not saying that you are lying about claiming you were disconnected, but I know our support team would NEVER hang up on a customer when they say who they are. We just do not do that.
I know its been a few weeks since this was posted but please feel free to contact me to get this resolved. My contact information is in my signature.
I am experiencing the same problem and have edited the USPS.php file both international and local. Anything out of the US comes in at $28.95 to ship when the item weighs a mere 3 oz. I have changed the settings to pounds and adjusted the weight accordingly but it still returns that value.
This is an issue that, if it is not resolved by now, needs to be resolved elsewhere than on these forums. Those of you with issues regarding TWT have the contact information. Thread closed.
I could have cut them some slack
if you were not paying for the support
(Although I think it’s BS to charge to
support a defective product) but if you’re
paying for support, and the product is
defective, they need to really rethink
what they’re doing.
Your definition of support was not very helpful in answering my question, but thank you for taking the time to reply.
Update to original post: I found a shopping cart review site with several reports of the same kind of treatment we are receiving from Turnkey Web Tools, so it looks as though we are not alone.
Support is not only part of
doing business, It’s also one of
the best tools around for product
improvement.
Listening to the support problems
can really help a company create a
truly great product.
The other benefit of great support that
many companies overlook is that a
satisfied customer, that has their problem
solved, is often a great prospect for buying
another product / service from that company.