Shogun – Pages de destination

UPDATED: Dr. Bakhtiar- the engineering team isolated the issue, and this is now fixed. Again, apologies for the inconvenience. We are happy to provide a refund as our way of showing our gratitude. Thank you.

Dr. Bakhtiar- first of all, I want to extend deep apologies here, I am sure that is an incredibly frustrating experience. Our engineering team has been combing over the code and attempting to replicate the error. It seems only you and one other client had an issue here (still unacceptable). We are on top of it. Our support team should be in touch as well, but please do let us know if there is anything we can do to amend this experience. Thank you for your patience. - Nick (Cofounder, Shogun)

Hi Josh,

Thank you for your review and for taking my call earlier - I'll follow up with you next week, as discussed.

I'm sorry to hear that you had a negative experience with Shogun and we hope that we can help you turn that around - I do see that you recently wrote in regarding landing page templates, a colleague of mine was in the process of replying to this as your review came in and will get back to you.

I would really appreciate it if you could get back to my colleague so that we can be sure to set you in the right direction and hopefully turn your experience around.

Update: unfortunately we have tried to get in touch with you numerous times to help you resolve the issues that you are having but you were unresponsive to our team - we would love to help you out if you have a chance to get back to our team. :)

Many thanks,

Karl | Team Lead, Technical Support

Hi there! Thanks for taking the time and leaving us this review and sharing your feedback.

It looks like there seems to be some misunderstanding here about how the app charges work.

I see I was already in touch with you to understand these charges so I could help you further. While I did explain why you noticed these charges, I wanted to share the information here as well.

The app charges work based on the store's billing cycles in Shopify. If the app is installed, the monthly charges continue to work as usual based on the subscription plan that is active on the account. We always recommend our users to uninstall the app if the app is not required. This helps to ensure you are not charged further.

This is also true when you close or pause your store with Shopify. The store was closed on December 9, 2022 without our app being uninstalled, then reopened on August 3, 2023. When the store reopened, the subscription charges were unfrozen. The app was correctly uninstalled on August 3, 2023. This means any pending charge would be processed when the store is reopened.

However, I reached out via email to discuss and learn more about the charges in question so we could help you with them.

I'll really appreciate it if you could reply back to me on that thread and I'll make sure we can help resolve this and clear the misunderstanding here.

My sincere apologies for the inconvenience. I'll look forward to hearing back from you.

Sweetan | Client Services
Shogun Page Builder

Hey David,

I'm really sorry to hear that you've had this experience with Shogun Page Builder. We know that SEO, search ranking, and site speed are important metrics in growing your business. Given what you've said about what changed on your website, I too would have questions.

We would be thrilled to have the opportunity to make things right. We don't have a full understanding of the issue just yet, but we would appreciate the chance to jump on the phone and learn more.

We've sent an email your way and I spoke with Leslie on the phone and left a number I can be reached at directly. Feel free to give me a call anytime. Would love to hear from you.

Kalen | Team Lead, Support
Shogun Page Builder

Hey Josh,

Thank you for your feedback.

I'm sorry that you were experiencing issues with our AB Testing tool, our engineering team are aware of this issue and have successfully identified the issue. They are currently investigating solutions to this and hope to have a resolution soon. I totally understand the frustration when a feature is not working as expected.

I hope that you will give us the opportunity to turn your negative experience around.

Thank you,

Karl | Manager, Technical Support

Hello Chris- sorry to hear the frustration. We actually do have technical support on the weekends, Jill comes on afternoon (PST) time- and we have general support that can escalate to weekend engineering team members if it's urgent. I checked with Jana (who has been working with you via live chat)- looks like the syncing feature is working just fine- we checked inside your account as well. Did you manage to get everything you needed? I'm always working (weekends too)- so please feel free to reach out anytime. Thank you. - Nick (Cofounder, Shogun)

Hey Paul,

So sorry to hear that your pages were lost when uninstalling the app. In the past we kept all of your data on your account so that you can easily reinstall the app at anytime and manage your pages as if you never left. However, to be GDPR compliant, Shopify has instructed us to remove data from the users account. After 14 days, the data from the account is removed and will be lost. We send out an email to every user that uninstalls warning them of this change.

We understand that this is frustrating and I have passed along your comments to my team. We are looking into different options that we can provide to make this process better for our users. We greatly appreciate your feedback.

I've reached out to you via email and would love to hear back from you.

Kalen | Team Lead, Support
Shogun Page Builder

Hi there Aaron! Thanks for taking the time to log your feedback with us.

I am sorry to hear that your experience hasn't been a positive one.

I had a look to double-check and found that Image Quality Settings haven't historically been available on the Build plan and weren't moved up when we implemented the current plans. This hasn't been specifically raised as an issue before; still, we're taking this feedback and are looking at retroactively granting the capability to the current 'Build' plan, given the new price point.

Regarding the price increases - a big part of this is related to significant changes to our product and company. We were a “page builder” for a long time; however, we’ve expanded our offering to include core optimization features, including AB Testing, Targeted Experiences (personalize content to audience), SEO tools for keyword discovery, AI-assisted blog generation, and page performance monitoring.

While the entry plan has increased, we’ve also added features, including our AI page designer, AI text generation features, and grid-based editing. We also increased the page limit on our entry plan to 50 pages and removed page limits for any plan higher than entry.

While there are cheaper alternatives, if you’re looking to build and optimize your shopping experience, we are still quite budget-conscious compared to most AB testing, personalization, and SEO software providers.

Lastly, you can contact us any time at support@getshogun.com, and we will do our best to help.

James | Client Services
Shogun A/B Testing & CRO

-UPDATE-
Hi again, Anil! I tried to call the number we have on file a few times, but I wasn't able to connect with you or the CloudEnabled team.
I have also reached out to you via email and I would greatly appreciate it if you could reply back to us there. I'll be glad to connect and learn more about the issue.
Thanks!
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Hey there, Anil! Thanks for sharing the feedback.

I apologize for the inconvenience and the experience.
I am also sorry to hear that you felt we are forcing you to use a paid plan trial.

The Free plan is available for new users who install Shogun for the first time. The Free plan is also limited as it is a way to test the editor to see if it fits the requirements. It comes with the ability to publish 1 standard page. the 3 pages you refer to are 3 templates that you can check. These are not 3 pages.

However, looking at your account, I could see Shogun was initially installed about 1 year ago on 2021-12-23 and we didn't offer a free plan back then. It looks like our app was uninstalled and reinstalled again this month and that's why you are noticing the option to get started where you left off and see a pick-a-plan page.

I can understand the concerns and the misunderstanding. I was trying to contact you via the phone number we have on file, but I am not able to connect with you.

I am reaching out to you via email and would greatly appreciate it if you could write back so that I can assist you better.

Sweetan | Client Services
Shogun Page Builder

Hi, Theresia!

Thank you for your review. I'm so sorry to hear that you have had a negative experience with Shogun.

I've asked our Success team to reach out to you to discuss the issues that you have been having, and hopefully help you have a better experience with Shogun. We'd love to hear what went wrong so that we can pass this feedback onto our teams for future consideration for Page Builder - we log all feedback that we get from customers because we think it's the best way for us to grow and provide the best experience possible to customers like yourself.

We're looking forward to hearing back from you, and really hope that we can help you achieve what you are hoping to with Page Builder.

Thank you again, and please do not hesitate to reach out.

Karl
Team Lead | Technical Support