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Hello friends at DINelek.nl,
Thanks for your feedback. You rated the app as 2-stars, but your review sounds rather positive. Was the 2-star review a mistake? Is there anything we can do to help you get more out of the app?
- Chris @ Propel Commerce
I recently installed an app designed to record customer sessions on our website. The initial installation process was flawless, and the app appeared to be functioning exactly as anticipated. The utility of the app in terms of its core functionality was impressive.
However, we began to notice a significant issue that started impacting our site’s performance post-installation. According to Shopify's speed measurement, our site's speed decreased dramatically, from a score of 50 down to 43. We hoped this was a minor glitch or something that could be easily rectified, so we reached out to the app's customer support for assistance.
Regrettably, our repeated requests for support fell on deaf ears. There was no feedback or guidance provided, leaving us in a difficult position. We decided to uninstall the app, hoping it might help improve our website speed. There was a slight improvement, but not to our original performance levels.
In an attempt to resolve the issue, we reinstalled the app, only to experience a further decline in our site's speed, plummeting to an alarming 26. This prompted us to uninstall the app again, and we endeavored to remove any leftover code that might have been impacting our site's performance. While we did manage to slightly increase our speed score to 31, it's still far from the original speed before the app's installation.
The lack of response from the app's support team has left us seeking outside assistance, leading to further expense as we now need to hire an expert to find a solution. It's disappointing and frustrating that an app that initially seemed so promising has had such a negative impact on our website's performance. Furthermore, the apparent lack of customer support compounds the issue.
While the app's core functionality is commendable, it's crucial for the developers to address these performance issues and improve their customer support. We hope that future updates will rectify these problems so that other users don't experience the same difficulties. Based on our current experience, we can't recommend this app until these issues are addressed.
Hi Skanski,
We're sorry to hear about your shop's performance issues. We just ran Google's performance checker on your shop, and your shop's issues are not related to Propel Replays. Your shop's biggest issue is 1) you're still using jQuery (it's very slow) and 2) jQuery is being loaded in a way that blocks all other content from downloading.
Please reach out to our support at support@propelcommerce.io, and we'll be happy to go over the results of the performance report with you and what steps you can take to mitigate the issues. This is a free service we're happy to provide to all of our merchants :)
You mentioned you reached out to our support multiple times, but we didn't receive any emails or in-app chat messages from you. Can you please confirm if your emails were sent to the correct email address - support@propelcommerce.io?
Finally, rest assured that Propel Replays adds only a single line of code to your theme.liquid file, and this line is no longer included when you uninstall. It does not make any changes that persist after uninstall.
- Chris @ Propel Commerce