ADU: Automatic Discounts

**Very poor support and no accountability**

I have been a paying customer since 2021, but the support I received from Hannah was extremely disappointing.

She was initially responsive when I first reported the issue. After that, my emails were repeatedly left unanswered, and I eventually had to contact support again just to point out that Hannah was no longer replying.

When she finally responded, she did not appear to have properly understood or investigated the problem. She claimed that the app would not trigger when a Shopify discount code was used, as the process would go directly to Shopify and was therefore outside their control.

This explanation made little sense. If that is the case, what exactly is the app’s trigger supposed to do? I have used this app since 2021 without this persistent problem, yet I was suddenly being told that the app does not work in the way it had apparently been working for years.

Before I could even respond, I received another email saying, “Thanks for your patience. I have passed this on to the team.” Once again, I was left hanging without any proper explanation, proposed solution, timeline or follow-up.

This is not acceptable support for a long-standing customer who has paid a monthly subscription for approximately five years. Instead of taking ownership of a genuine technical problem, the support process has consisted of delayed replies, contradictory explanations and repeatedly passing the issue elsewhere.

To the CEO and management: please take a serious look at how your support team handles long-standing paying customers. Customers should not have to repeatedly chase your company simply to get a technical issue properly investigated.

Screenshots, photographs and the full email correspondence are available upon request.

Thanks for promptly respond, troubleshooting and explanation from Ron.

Ron found the issue I had immediately. He made a video that talked me through everything!