Avada SEO Speed Image Optimize

Hello Elizabeth,

Thank you for your feedback and for taking the time to share your experience. We’re truly sorry to hear about the challenges you've encountered.

We understand your concern about the impact on rankings and want to reassure you that our app's goal is to support your SEO and site performance. We’d like to clarify a few points to address your concerns:

1. From our analysis, the ranking drop began before you subscribed to the paid version or used the Speed Up feature. However, we acknowledge how frustrating it must feel to experience such changes and are happy to assist with further investigation into potential causes.

2. About uninstalling and reinstalling the app: We understand that rankings seemed to improve slightly after uninstalling the app, but typically, changes in rankings are influenced by other factors and cannot be directly attributed to the uninstall action within such a short time frame.

3. Your experience with support: We also sincerely regret any delays in addressing your concerns during our support shift transitions. Our team is committed to ensuring you receive seamless assistance moving forward, and I personally will handle your case to avoid any gaps in communication.

We’d love to help analyze the ranking issue further, even if you decide not to continue using our app. We believe resolving this matter is important for your business, and we’d love the opportunity to continue supporting you.

Please don’t hesitate to reply to my message via WhatsApp or email so we can work together to find a solution.

Best regards,
Esther
Avada Customer Success Lead

Hi Emily,

I’m truly sorry for the disappointing experience you had with our service. Your feedback is invaluable, and I’d like to address your concerns to ensure we can make things right moving forward.

Regarding the request for backend access, I understand how this may have seemed unnecessary given that you had already provided the theme source code. To clarify, every theme is unique, and we often need to test our solutions directly on your store’s setup to ensure seamless compatibility without causing any unintended issues. We acknowledge that this wasn’t communicated clearly, and we’ll improve how we explain such requests in the future. I also appreciate your cooperation in sharing the source code with us and recognize that the agent you worked with could have handled this more flexibly. She should have collaborated with our technical support team to explore alternative solutions instead of insisting on backend access.

Melody, the agent who assisted you, is new to our team and has taken full responsibility for not fully addressing your concerns. We’re actively enhancing her training to ensure she can provide the level of support you expect and deserve.

I also want to apologize for the delay caused during the shift transition. While it’s true that shift handovers can sometimes result in slight disruptions, we have clear procedures in place to assign pending issues to the next available agent. This ensures that all customer concerns are continuously handled without interruption. Unfortunately, Melody did not clarify this process, which likely added to your frustration, and for that, I’m deeply sorry.

Lastly, I regret that the service you received did not meet your expectations, especially as a valued paid customer. I understand that paying for a service comes with higher expectations, and I’m sorry we fell short in this instance.

Thank you for your patience and for bringing these issues to our attention. I'd love to work with you regarding your pending request. Please reply to my email. I’ll personally ensure your concerns are resolved promptly.

Best regards,
Esther
Customer Success Lead

Dear Not Very Vanilla store owner,

Thank you for sharing your feedback. We regret the issues you've experienced, and we want to clarify that they are not caused by the app. Allow us to address the concerns raised:

1. The app does not add or edit code unless features are manually activated:
Any code added to your site is solely for enabling specific features, and only after they have been manually turned on. Features are only applied when activated by users, and any changes made are under your control.

In your discussions with our customer support agents, it was mentioned that the ranking drop occurred due to changes in your URLs, but we can confirm that the app does not automatically modify URLs. After reviewing the logs, we see that only two pages were audited, which does not align with the claim that hundreds of URLs were modified.

Additionally, the other features you used, like image optimization and meta tag edits typically take several weeks to reflect in search engine results. Since your impressions and clicks dropped immediately after installing the app, this appears to be coincidental and unrelated to the app.

2. Fixing the indexing issue with the Pro plan:
It seems there was a misunderstanding here. Our app does not include any feature that fixes indexing issues. If you are referring to the Instant Indexing feature, it simply submits bulk indexing requests to Google Search Console but does not fix any indexing problems. The issue with your indexed pages was not caused by the app, and upgrading to the Pro version is not a requirement to resolve it.

3. Data sharing concern:
We strictly adhere to Shopify's privacy guidelines. We do not share, sell, or misuse customer data for any purpose beyond app functionality. Shopify monitors all apps closely, and any non-compliance would lead to removal from their platform. We assure you that your data is safe.

While we can confirm that the app is not responsible for the ranking drop, we are still here to support you. Please continue the conversation with us via email so we can further investigate and assist you in resolving any concerns.

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Regarding the update:

I completely understand your concerns and frustration regarding the decline in your site’s ranking. We acknowledge that diagnosing such issues can be complex, and we’ve been working hard to support you throughout this process.

As part of the Shopify ecosystem, we are proud to contribute to a community where app providers, theme developers, and agencies collaborate to help merchants like you succeed. Our primary goal is to assist in resolving any concerns, but I hope you understand that we cannot take responsibility for issues that our app did not cause. From our end, we’ve reviewed the logs and provided clear explanations, including why the app cannot be the source of the problems you’re facing.

We also want to clarify that we have never asked you to change your review from negative to positive. We keep detailed records of all conversations to ensure transparency.

While we’ve offered our support, it has been challenging without the cooperation we need, such as further clarification from Shopify or forwarding their explanations to facilitate more discussion. We’ve done everything within our power to assist, and we remain committed to helping you within our scope, even after you’ve stopped using the app.

We fully respect your honest review and value your perspective, but we hope for mutual understanding and cooperation so we can work toward a solution that benefits both sides.

Best regards,
Esther
Customer Success Lead

Dear Espanshe Team,

I want to sincerely apologize for the disruptions you experienced while using Avada SEO Speed Image Optimize. It is never our intention to cause any inconvenience that might affect your store's performance, and we fully understand how important it is for your business to operate smoothly.

Upon review, it appears that the speed-up feature may not have been fully compatible with certain apps you are using, which contributed to the issues you faced. While the feature is designed to enhance performance, we understand that there can sometimes be trade-offs, and unforeseen interactions with other apps may occur.

Please rest assured that this is a rare case, and we are constantly working to ensure our app is compatible with as many third-party apps as possible. In instances where compatibility issues arise, these can typically be resolved by disabling specific features, allowing your site to return to normal functionality. Also, our technical support team is always available to assist, ensuring that the app integrates seamlessly with your store's setup.

Your feedback is valuable to us, and we are committed to refining the app to prevent similar issues in the future.

Thank you again for your feedback, and we look forward to assisting you in the future should you give us another chance.

Best regards,
Esther
Customer Success Lead

Hello Unicher store owner,

I sincerely apologize for the unsatisfactory experience you had with Penelope during support. We acknowledge that she could have handled the situation better by addressing your questions correctly without going back and forth and following up more effectively. She takes full responsibility for this, and she wants to personally apologize for the inconvenience caused. We’ve taken steps to ensure better communication and avoid unnecessary delays and confusion in the future.

Regarding the loss of images, after thoroughly reviewing the situation, we can confirm this issue was not caused by the app. According to the app's history, you used the Speed Up feature on a duplicate theme, which was not published, meaning no changes were made to your live site. Additionally, the Free plan only allows for the Basic Speed Up mode, which has minimal impact and cannot cause such issues. Furthermore, once the app was disabled, all its features were deactivated, yet the problem persisted, indicating that the issue was unrelated to the app and merely a coincidence.

As for the misunderstanding about using the app's features, please note that all of our features come with detailed user guides, allowing users to configure them on their own. Customer service is only there to assist when necessary, but manual operation from our team is not required for using the app's features.

We are glad to hear that your website has now returned to normal. Moving forward, we'd really like to turn your negative experience around – we wholeheartedly believe in this app and our customer-centric approach. SEO is undoubtedly a long-term strategy, and while it can be challenging for stores to see immediate results, it’s a process that requires time to yield outcomes. Since your store has launched recently, I believe there is room for improvement and plenty of opportunities for success. We are here to help ensure you get the most out of the app.

Best regards,
Esther
Customer Success Lead

Hello Dutch Natural Healing Team,

Thank you for your honest feedback, and we sincerely apologize for the frustrations you have experienced. We take your concerns seriously and would like to address each point to clarify and resolve the issues encountered.

1. Support and issue resolution: Our records show that all issues you raised were addressed within 24 hours. Unfortunately, it seems updates did not reach you due to email miscommunication. We use the store owner's default email from the live chat, and we were not aware that you did not have access to this email. We apologize for this oversight and have taken steps to ensure we communicate through the correct channels moving forward.

2. Default function activation and upgrades: We want to clarify that our intention is never to force upgrades by creating technical issues. Our operation aligns with Shopify's standards, and we never meant to trick our users. The issue you experienced with a specific feature being enabled was a system error, and we are currently reviewing our processes to prevent such incidents. We apologize for any inconvenience this has caused. We have since disabled the problematic feature, and we are pleased to hear that your site's functionality has been restored.

3. Meta Replacements: We noticed that the meta tag rule you created did not include the necessary conditions for it to function. This is likely why you experienced issues. We have detailed documentation on setting up these rules properly here: https://docs.avada.io/seo-suite-help-center/search-appearance/meta-tags/meta-tags-rule. If you need any assistance regarding this, we are more than willing to assist.

4. Instant Page Feature: We take your feedback regarding the instant page feature seriously and would like to address your concerns directly. It's important to us that our features deliver real value, and we assure you that the development of each feature involves extensive research, development, and rigorous testing. Additionally, all our features undergo strict Shopify review processes before being made available to our customers. If there were any discrepancies with the functionality as you've mentioned, it would have been flagged by Shopify's quality assurance. We are committed to transparency and are more than willing to demonstrate the effectiveness of this feature to you. Please let us know how we can assist further in this matter.

We appreciate you bringing these matters to our attention, and we are committed to ensuring they are resolved to your satisfaction.

Best regards,
Esther - Customer Success Lead

Dear Ahmed,

We’re truly sorry to hear about your experience with our app and the difficulties it caused for your store. We understand the effort you’ve put into building your website, and it’s never our intention to create any inconvenience. We genuinely regret not having the chance to assist you before you decided to uninstall.

If we had the opportunity to assist you before you uninstalled the app, we would have definitely helped resolve the issue promptly. From our side, any changes made by the app are fully reversible, so rebuilding your store from scratch would not have been necessary.

If the issues occur after enabling our features, we’d love to investigate further and help you restore your store’s performance.

Your business is important to us, and we’re committed to making things right. If you’re open to it, please reply to my email, and we’ll do everything we can to assist you.

Best regards,
Esther
Customer Success Lead

Thank you for sharing your feedback. We’re sorry to hear that your experience with our app didn’t meet your expectations, and we’d like to address the concerns you’ve raised for the benefit of other potential users.

1. Regarding changes made without consent:
When installing our app, you were prompted to grant permission to edit specific sections of your store, and the installation proceeded only after you provided consent. Here's a screenshot for a better illustration: https://prnt.sc/KcQYp07e2swz

These changes are essential for the app’s functionality and follow Shopify's strict guidelines. The app’s processes were approved by Shopify before the app was published on their platform, ensuring that we fully comply with Shopify’s policies.

More importantly, at Avada, your store's security is of utmost importance to us. Please be assured that we take all necessary precautions to ensure that your store's data and information are safe and secure. Our team strictly adheres to the confidentiality of our customers' information and will not make any changes to your store without your approval.

2. Residual components after uninstallation:
This situation is common with any app that integrates with a Shopify store by adding components. Once the app is uninstalled, it loses access to your store, making it impossible to remove the code automatically. However, we always recommend reaching out to us before uninstalling, and we can trigger an automatic cleanup to ensure no residual code remains.

We believe that experienced Shopify users, particularly those who frequently install third-party apps, understand these standard procedures. Should you have any further concerns or require assistance, our support team is always here to help.

Best regards,
Esther
Customer Success Lead

Hello SonerWatches Team,

Thank you for your feedback regarding our Avada SEO Speed Image Optimize app. We're really sorry for the inconvenience you’ve experienced.

Regarding the sitemaps you mentioned, in some cases, when the app is removed from your Shopify store, our code or traces might remain but will be disabled. This happens because we lose access to the theme files immediately when you uninstall our app. To help with this, we’ve prepared a detailed guide outlining the steps to take after uninstalling the app, which includes instructions on handling the sitemaps:
https://docs.avada.io/seo-suite-help-center/faqs#what-do-i-need-to-do-after-uninstalling-app.

As for the website speed, we understand your concern that the app seemed to slow down your store, which is contrary to its intended purpose. Since you installed the app just a day before, we’re not sure if you had the opportunity to utilize the speed optimization features fully. We would greatly appreciate it if you could reconsider reinstalling the app. Our team is ready to assist you in optimizing your website's speed and ensure you benefit from all the app's features.

Please let us know if you're willing to give it another try, or if there’s anything else we can do to help. We are here to support you and make sure you have a better experience with our app.

Thank you for your time and understanding.

Best regards,
Avada Support Team

Thank you for your feedback, and we're truly sorry for the inconvenience this has caused.

We understand that our speed-up feature might have affected your website negatively. This feature can sometimes cause issues depending on the unique combination of your theme and other third-party apps you may be using. Each theme has its own unique structure, and when combined with other apps, the speed-up feature might not always be compatible with certain elements. However, our technical support team is always ready to assist in ensuring that the app works seamlessly with your website, considering the presence of other apps.

We also apologize for the delay in providing a solution at that time. The customer support agent who assisted you was new and did not handle the situation as well as we would have hoped. We sincerely regret this and appreciate your understanding.

At Avada, we always prioritize our customers, and we would love the opportunity to assist you further. If you ever consider using our app again or need SEO advice, even without using our app, please feel free to contact us. We will do our best to support you with anything within our capabilities.

Best regards,
Esther
Avada Customer Success Lead