Shogun – Pages de destination

Hi there!

Thanks for your review. I'm extremely sorry to hear that you are facing some issues with Shogun that led to a negative experience.

I have reached out to you via email in order to learn more about the issues you are facing with Shogun. We are looking forward to hearing back from you, and hope that we can help resolve them for you hopefully turn your experience around.

Many thanks,

Sweetan | Team Lead, Support

-UPDATE-
25th July 2023
HI there, Dennis. I wanted to check if you are doing well. I also wanted to check if it was possible to reply back to our email conversation as I haven't heard back from you and it has been a while.
Thanks!
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-UPDATE-
June 28th 2023

Hi again, Dennis! Thank you so much for connecting with me over a phone call. We really appreciate your taking the time and sharing your feedback. We apologize for all the misunderstanding and the inconvenience. However, we are glad that we were able to discuss this further with you and find a resolution.

I have followed up via email and I'll look forward to hearing back from you.

We greatly appreciate your continued support.
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Hey there, Dennis! Thanks for sharing your feedback.

While I apologize for the inconvenience that has been caused, I wanted to let you know that my colleague reached out to you via email to explain this further.

It looks like your account started a 10-day trial for our Build plan. This was started on May 2nd. You upgraded from the Free plan to a trial of the paid Build plan at that time.

The Free plan and paid plans work differently.

After the 10-day free trial is activated, if the app is not uninstalled (considering you won't be using the app), the app must be uninstalled by the end of the 10-day trial period to avoid recurring monthly charges for paid app subscriptions.

However, since the app was not uninstalled until June 15, those recurring charges from Shopify occurred.

My team has shared further information in the email and they also tried to reach out to you via phone but were not able to connect with you.

I will be happy to assist you further if you can reply back to us.

Thanks!

Sweetan | Client Services
Shogun Page Builder

Hey Christian- sorry to hear the frustration. To clarify, Shopify controls billing for all apps in the app store, including Shogun- we didn't initiate the charge. Of course, we will be glad to process a refund promptly. To address the price factor- most of our clients find that the $39/mo cost is significantly less than the cost of custom coding. If you're on a tight budget, we can make some recommendations for free apps that might better fit your use case. Our support team will email shortly to help facilitate the refund. Happy Holidays. - Nick (Cofounder, Shogun)

Hey there, Adam! Thank you for sharing your feedback.

I'm so sorry to hear that you've had a negative experience with Shogun.

It looks like there may have been some frustration with our current plans and the features that we offer. I apologize if you felt that we've gotten greedy with pricing. We make plan experiments based on the feedback we receive. Our plans with page limits have been active for over a year now. All our plans offer different features based on the requirements.

I have reached out to you via email and I would greatly appreciate it if you can follow up with me there. We'll do our best to ensure that we can turn your negative experience into a positive one.

Hoping to hear back from you soon.

Sweetan | Team Lead | Support
Shogun Page Builder

Hello Carlos,
Our sincere apologies for the inconsistencies you've encountered with your analytics results. Our engineering team has been actively investigating the root cause of this issue. We'd love to continue working with you to provide a resolution and a positive experience. Our support team has reached out to you directly via email. We look forward to hearing back from you and continuing the conversation.

Thank you for your cooperation and understanding,
Jill N., Director of Client Services

Hi, Jochum.

Thank you for your review and for your feedback. I'm so sorry to hear that you are having a negative experience with Shogun.

I've reviewed this case and can see that you got in contact with us on Nov 5th at 7.47am (GMT), and our team did get back to you about a minute later. Unfortunately, we did make a mistake with the information that we sent in this email, providing details on removing code from your theme rather than your product pages - I apologise on behalf of the team for this. We didn't hear back from you but would love the opportunity to make this right with you.

Shogun will not remove code from your product pages when you uninstall the app from your store - we believe that you should be able to continue to benefit from using your pages even when you do not have an active subscription to Shogun. We offer the ability to "revert" the import of your pages that will remove Shogun code from your pages, but we wouldn't do this automatically so you don't lose your work.

My colleague is following up with you by email at the moment with instructions on how to remove the Shogun code from your product pages with Shogun uninstalled on the store. We would be happy to aid in the removal of this code, too, please just let us know if you would like us to do so.

Thank you - we look forward to hearing back from you and hope to make this a better experience!

Karl | Manager, Technical Support

Hey there, Paras. Thanks for taking the time and sharing your feedback with us.

I am sorry to hear that you faced issues while using Shogun.

I think I was in a conversation with you previously with respect to your Shogun plan. I requested to reinstall the app so I could assist you further with the plan, however, I didn't hear back from you.

That was the only support conversation I could locate. Having said that, if there was something buggy with the editor we would love to gather additional information so that we can resolve the same for you.

As far as the themes are concerned, while Shogun works and is compatible with all the themes, we do recommend checking the themes from the Shopify theme store.

Also, we don't have the chat support on our base plan. Our chat support is available on specific plans, but our email support is equally fast.

Having said that, I can understand the concerns and I'll be happy to understand the issue with the app or the theme further. I reached out via email so that I can connect with you further. I haven't heard back from you yet. I also tried to reach you via phone but wasn't able to connect.

If you could reply back to me I will be happy to assist you further.

Thanks for your support and understanding.

Sweetan | Client Services
Shogun Page Builder

Hi there,

Sorry to hear that you were unable to receive a trial - I reached out to you via email, too. It looks like you had previously installed Shogun 2 months previously, which would have used the original trial for this store. If you would not mind reaching out to support@getshogun.com we would be happy to offer you another trial for your store.

Thank you,

Karl | Team Lead, Technical Support

Hey there,

I'm so sorry to hear that you've had a negative experience with Shogun Page Builder.

I can see from your comments that there may have been some frustration with our current plans. I can see that you're interested in experiencing the free plan, but can see that this is not available for your store. Stores that are already subscribed to a plan are unable to adjust to the free plan at this time. This is by design as the free plan only allows for a single page, and any other plans that are selected would provide many more pages. If a client on the Build plan were to change to the free plan, their pages would be locked and this could cause a poor experience.

I tried to reach you on the phone but received a message that the number is not currently accepting calls. I've sent you an email as well :) You can followup with me there and we will do our best to ensure that your experience doesn't remain a negative one.

I look forward to hearing back from you soon.

Kalen | Team Lead, Support
Shogun Page Builder

Hey Meagan,

Thanks so much for speaking with me on the phone. We're glad that you're willing to give us a second change and we really appreciate your patience while we continue to investigate this issue.

I've left you a voicemail today providing more information as we continue to work on this. Please feel free to send us an email at anytime. I will reach out to you by phone as soon as I have more information regarding this.

Thanks again,

Kalen | Team Lead, Support
Shogun Page Builder