WOD: PreOrder Now

Thank you for your feedback, and we're so sorry to hear that you found our app ineffective. We're going to work to make this right! Someone from our team will reach out to you ASAP to address your concerns and provide further assistance.

-PreOrder Now Management Team

Hello - this is Sean, the Customer Success Manager with Pre Order Now.

Thanks SO much for leaving this message for us. Sounds like there was a conflict with your theme or with another app that you have on your store. Either way we could have fixed that for you in short order... If you had emailed us we would have had it solved within a few hours. Im very sorry that you had this issue, and that it caused you to have incorrect orders. :(

Would you be willing to give us another chance? I'd be happy to give you extended free access to our app if you'd like to give us another try. And our technical gurus here can fix that conflict either way for you...

Let me know? We'd love the chance to help you with this - some rare themes do conflict with smaller areas of our code. But we can fix it quite easily.

Here to help,
Sean H & The Pre Order Now Support Team

Hi there,

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

I'm sorry to hear about your experience with our app. We take your feedback seriously and we would like to apologize for letting you down. 

I reached out to you through a separate email to possibly sort things out. We'd love to jump on a call with you and get this fixed quickly. May I know your most convenient time?

I hope to hear from you soon.

Respectfully yours,
Sharky
Team Supervisor - Pre-Order Now

Hello!
I am terribly sorry to hear about this. That is NOT AT ALL normal for our app.

We can help you right away and fix that RIGHT NOW if you will allow us to? We are 100% here to help, day and night...

Thanks,
Sean & The Pre Order Now Team

Hi xomarshmallow,

We’re very sorry to have missed the meeting with you, this is not at all representative of the customer experience that we intend to provide. We will be conducting an internal investigation to determine how this occurred and ensure that it will not happen again.

Our team has reached out to you to help set up your store. We are happy to offer free onboarding sessions, and we will ensure that a member of our team is available for you. We certainly do want your business and will reach out again immediately to try to arrange a time to meet.

Thank you for taking the time to let us know. Since this isn't feedback we typically hear from customers, we've been trying to contact you to figure out exactly what we can do to improve, but I'm not sure we've got a current email address on file. I would love to turn this experience around for you, so if you have not received our emails yet and you're open to chatting about this, please reach out to me at hannes@staytuned.digital.

Hannes Bez | Director of Customer Experience

Thanks for this honest and direct feedback. I'm sorry about the problems you experienced. Our developers are taking a closer look at the issues you mentioned.

I do want to note that my support crew did not mean to imply that your theme is broken, but rather that the settings for some of the functions you were struggling with are controlled through your theme and not through our app. This is a common setup for lots of Shopify apps, since they are all integrations with the code that controls your store (which includes your theme). Having said that, we will be looking at that to see if we can simplify the experience for our customers.

I will reach out to you in a separate email as well to see if there's anything we can do to make this better for you.

Hannes Bez | Director of Customer Experience

Thank you for your honest review. I'm sorry about the issues you experienced. I know my support crew reached out to you to try and figure out exactly what you're seeing, but we haven't heard back from you yet. I would love to fix this problem for you - if you're still open to working with us, please reply to the support ticket or reach out to me directly at hannes@staytuned.digital and I'll make sure we treat this as a top priority!

Hannes Bez | Director of Customer Experience

Hello there,

We are so sorry about this. I thoroughly checked your concern and this is something we can fix ASAP. If you're still open right now, please reinstall and I will fix this for you personally.

When we receive a ticket from merchants, our auto-responder will first reach out with suggested articles related to a keyword. Once you flag that article as a solution, this will then mark the ticket as solved. Therefore, no support agent was able to get in touch with you.

Sincerely,
-- Chud and the Preorder Now Support

Hello to our friends at JoDis!

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

I want to extend my sincerest apologies for the negative experience you had with the app. I'm VERY sorry about this; it is not at all what we aim for. We have sent you an in-app/email message to gather more information. We look forward to working with you again.

We do offer 24-hour live chat support from Monday to 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 ensure that every merchant using our app has an A+ experience.

Tanu & The Pre‑order Now Support Team