Broke my sales for a week

  • abewp

    (@abewp)


    11 months ago

    I use the base and product levels. All of a sudden all of my product was OOS. Support blamed something else, when theirs was the plugin I updated. Rollign back didn’t help. After days of being OOS I realized that they broke their own nested BOMS, and spent hours removing those. At the end of all this wasted time and effort they admitted it and I got a “sorry for any inconvenience.” Terrible support.

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  • Plugin Author Salva Machi

    (@salvamb)

    10 months, 2 weeks ago

    Hi @abewp

    Thank you for sharing your experience. We’re genuinely sorry to hear that you’re still feeling frustrated, even after we resolved the issue.

    We’d like to clarify a few key points for anyone reading this:

    The functionality you’re referring to is part of one of our premium features, and this forum is dedicated to support for the free ATUM plugin only. Despite that, our team provided full and timely support.

    At first, the issue appeared to be related to a third-party plugin interaction — which is not uncommon in complex WooCommerce setups. However, once we identified that the root cause was indeed within our own code, we immediately fixed it and provided you with a custom patch in just a few days.

    To express our commitment and goodwill, we even extended your premium license by 12 months free of charge — no questions asked.

    We always aim to support our users with professionalism, transparency, and dedication. We understand that technical issues can be stressful, especially in eCommerce environments, but we strongly believe your 1-star rating does not reflect the level of support and effort provided.

    We’re proud to say that you’re still actively using the premium feature and we hope it continues to serve your needs well.

    Wishing you continued success with your store,
    The ATUM Team

Viewing 1 replies (of 1 total)

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