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When someone leaves a bad review on your app, you start sending them emails every day asking them to change it. But when a customer actually needs your help, you don’t respond to any emails at all.
We received one ticket from you about a month ago on a Sunday. We replied the next day when we were back in office, and offered a refund. We also sent a follow up to that email, but we didn't receive a reply to either email. You have been issued a full refund. Is it possible that our emails ended up in your spam folder?
We follow up with ALL users regardless of their experience. We take extra care with users who have had a bad experience, because creating a good experience is how Helium has done business for over 10 years.
In regards to your statement "you start sending them emails every day asking them to change it" is defamatory and wholly unfounded. There is no basis for this comment.
i have uninstalled app but the form still stay the same ,no customer service at all !
Hi there, you caught us on a weekend. Our support hours are Mon-Fri 9am-5pm PT.
I believe our support team has already connected with you, but here’s the information again:
As mentioned in our “Uninstall Notes” email, if you installed the app prior to November 2022, you may have some of the app’s legacy code still in your theme which needs to be manually removed. You can reference our help guide for removing legacy code here: https://help.heliumdev.com/en/articles/3561953-liquid-uninstall
If you need some help with this, our team is ready to help.
Please respond to the message from our support team and let us know how you’d like to move forward. 😊