PreOrder Now WOD | PreOrders

Hello to our friends at Adept Cosmetics®

Thank you very much for leaving us this feedback. This is Tanu, the Customer Success Manager with Pre‑order Now.

I want to extend my sincerest apologies for the negative experience that you had with the app. I understand your frustration due to the delay by the team in replying to you. I'm VERY sorry about this, it is not at all what we aim for. We have sent you an email asking you to verify. Kindly check your email and let us know the details so that we can look into it further. I have taken this case upon priority and am personally following up to ensure that your issue is resolved ASAP.

We do offer 24-hr live chat support, Monday through Friday. Please reach out to us via the live chat feature in the app and we will reply to you within minutes to resolve any issues you might be facing. We also love to offer complimentary live screen-share calls to all our valued clients where we can help resolve the issues. We work hard to make sure every merchant who uses our app has an A+ experience.

Tanu & The Pre‑order Now Support Team

Hello to our friends at ByonClothing

Thank you very much for leaving us this feedback. This is Pushpesh, the Customer Success Manager with Pre‑order Now.

I want to extend my sincerest apologies for the negative experience that you had with our app. Our app is being used by a lot of merchants and it has been serving most of them really well. You installed the app and left a negative review without ever contacting support for help. Is there something specific that you did not like or need help with?

With that said, we have taken your feedback into consideration and will try to improve our app. We would love to hear more from you and in the process help you with any queries or issues you might be having. Please email us at support@websiteondemand.ca and I will personally take care of your case.

We do offer 24-hr live chat support, Monday through Friday. Please reach out to us via the live chat feature in the app and we will reply to you within minutes to resolve any issues you might be facing. We also love to offer complimentary live screen-share calls to all our valued clients where we can help resolve the issues. We work hard to make sure every merchant who uses our app has an A+ experience.

Regards,
Pushpesh & the Pre‑order Now Support Team

Hello again!

This is a followup to let you know that we have refunded 2 months of app fees to you for this trouble. You will see that right away back to your Shopify billing.

In the meantime, the problem HAS been fixed, and system has been running 100% smoothly since this time last week. We’ve also added extra server capacity to make sure that NEVER happens again for our app.

Can you confirm that you received this message? I want to make sure you are 100% taken care of…

Thanks again for your understanding and patience with us on this. We want our app to be fully reliable 24/7 and our developers have taken the necessary actions to assure that won’t happen again.

Sean (Ops Guru) & The Pre Order Now Support Team

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UPDATE: As of 9/23/20 around 5pm EST, we believe we have FIXED THE ISSUE causing server slowdowns and the various issues with the app. This has never happened with our app before and we are adding protocols to our servers so that it won't happen again.

THANK YOU for your patience with this very frustrating issue with Pre Order Now. Things should now be fast, accessible, and working at full speed, both now and in the future!

Please test on your end and let us know if you notice any other issues? If not, we'd welcome you to update this review to share your experience from there. Thanks!

-Sean & the Pre Order Now Team
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Original Reply: Hello, this is Sean, the Ops Guru with Pre Order Now. We are working HARD AND FAST to resolve this issue. We have a SWAT team working this since last night and they are implementing fixes for our sudden server challenge.

I am VERY sorry that the app is not working properly at the moment when it comes to loading and logging in.

Please give us just a little more time today and we should have this resolved very soon! I will post here again with a full update very soon...

Thanks for your understanding, and stay tuned...

Sean & The Pre Order Now Dev Team

Hi there - it looks like you upgraded to a paid plan in December, but if that was in error then we'll be happy to put through a refund for you. I believe you've already contacted support, and we're working with you on that right now.

Hello to our friends at JhaJi Store

Thank you very much for leaving us this feedback. This is Pushpesh, the Customer Success Manager with Pre‑order Now.

I want to extend my sincerest apologies for the negative experience that you had with the app on your website. Our app is being used by a lot of merchants and we have never heard about the app slowing down the website or impacting its performance. It would require digging deep into the theme and the apps that might be causing this performance issue which I'm afraid is something that isn't included within support given it's not a standard part of our app and service.

We do offer 24-hr live chat support, Monday through Friday. Please reach out to us via the live chat feature in the app and we will reply to you within minutes to resolve any issues you might be facing.

We also love to offer complimentary live screen-share calls to all our valued clients where we can help resolve the issues. We work hard to make sure every merchant who uses our app has an A+ experience.

Regards,
Pushpesh & the Pre‑order Now Support Team

Hi Julia,

My name is Sharky, Team Supervisor here at Pre-Order Now.

Thank you for sharing your feedback. I sincerely apologize for the inconvenience you've experienced with our app. I reached out to you in a separate email to possibly schedule a call and get the issues fixed. We would like to turn this experience around for you, and hopefully, you give us a chance.

I hope to hear from you soon.

Sincerely yours,
Sharky
Team Supervisor - Pre-Order Now

We are so sorry to hear about your experience! We've been trying to get in touch directly to work through your concerns. Our team prides itself on our customer service and we'd love to work with you to make things right!

I'm so sorry about your disappointing experience with our app. It does seem from our records that we had a few long conversations with your team in support - I've reached out to you separately to find out more about that experience as well as the issues you've encountered with our app. I hope we can restore your trust in us!

Hannes Bez | Director of Customer Experience

Thanks for your honest and direct feedback. I'm truly sorry for the confusion during our conversation with you - I agree that we could've handled that better. I take responsibility for that.

Regarding the issue that caused the button to load slowly on your theme, I raised it with our product development team to see what we can do to improve things on our side. I realize it's not soon enough to help your business, but hopefully it shows that we really do care about our customers' experience!

Best regards,

Hannes Bez | Director of Customer Experience