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