Scrollio: Infinite Scroll

Thank you so much for this review.

Side note: If you are a shopify store or another shopify app dev reading this review. I hope the review and my response below is insightful both as to what to expect from Scrollio and by extension all BySimpli apps and what to expect from store who pay you nothing for your apps and customer support. Quite honestly I wish this store had given us 0 stars if possible.

Zac and Sándor (Elth founders), thanks for your review. As it is one star, which I don't believe is warranted, it is only fair to add context for others to view.

Every store is slightly different, both in the theme choice and the theme customizations. As such any shopify app which changes the UI of a store most likely will need custom changes to deal with how a store is customized.

Scrollio deals with this through a comprehensive troubleshooting guide which includes four video walkthroughs that should cover 99.9% of issues. As an app used by over 1000 stores we are not always able to do manual set ups for shopify stores.

Elth originally reached out due to set up issues on Thu, Feb 8, 6:22 AM
Ee responded Feb 8, 2024, 6:58 AM.
In response (Feb 8, 2024, 7:00 AM)Zac the CEO complained that the guide didn't address his issues.
I asked if he had watched the videos since it absolutely did (Feb 8, 2024, 7:01 AM).
(Feb 8, 2024, 7:03 AM) 2 minutes later Elth then said they had made changes and it wasn't working (the 4 videos are longer than 2 minutes).

I then requested access to the store to - at no cost - set up Scrollio and already free app, for free.

2 hours later it was set up and working. Elth complained that it wasn't showing up, but upon revisiting it was, the main challenge was Elth's theme customizations were slowing down the site and as such if you reloaded the page and immediately scrolled down there was a small delay to the loading of Scrollio.

Elth raised that Scrollio didn't work on filtered views. I confirmed this, Scrollio only works on category pages.

Zac did say thanks "got it, thans Matt", but for the several emails, a free app and a custom install there was no review.

11 days later (Tue, Feb 20, 11:05 AM) - I received an email from another team member Sándor, "Your app creates bugs when visitors open our shops in Instagram on mobile. Instead of adding the next row of products at the bottom it duplicates the top section we developed with the hero product (see attached screen recording). Can you fix this ASAP? It is urgent."

Now I'm going to add some personal context below, but I am not using it as an excuse in any way. I would still respond this way and this quickly on other day of the week.

This email came to my phone as I was in an elevator heading up to the neonatal intensive care unit to see my 4 hour old daughter.

A store which we've already established is so customized that it has loading challenges and for which I have already spent a significant amount of time developing a free app for, doing a custom set up for free for is:

1 - complaining of a bug that no other store in the 1000s of installs has complained of
2 - demanding and urgent fix from me

So what would you do? Well what I knew to do was:
1- immediately respond
2 - be direct
3 - be honest

No we are not doing an urgent unconfirmed bug fix for a store we've already spent effectively thankless resources on. A bug that by my maths has a less than 0.1% incident rate. A bug fix that was demanded.

If you know your store has rendering speed issues, you should QA every UI change you make including the installation or set up of a 3rd party app. This is straight forward diligence 101.

I responded with "I think uninstalling is the best bet. We're not in a position to troubleshoot atm."

I politely gave a clear solution, a clear reason why, the least fluffiest response and communicated in less than 60 seconds from receipt.

This email was apparently so unclear and offensive that no one from Elth responded. They simply left us a bad review.

Good luck in the future guys. I hope Elth has a super successful 2024.

Not sure it's totally fair to say support is not free.

Having us do a custom install on your store that involves our teams time is an optional paid service, yes.

Glad you found a solution!