Theme Updater & Backups | OOTS , 270 recensioni
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Out of the sand box started with good intentions and it used to offer sterling customer service but all they are now too big for their boots, its very sad since we have used the theme for a while now, I would not buy anything from them again and would not recommend them either!
Hi Cocofina!
We’re now able to respond to App reviews so we wanted to take this chance you reach out to you! So sorry to hear that you’ve become unhappy with our customer service. Our Project Manager had reached out to you in December to help clear up the previous support interaction - hopefully, this helped clarify the outstanding issue.
If there are any other questions we can help out with, feel free to get in touch with us here: https://help.outofthesandbox.com/hc/en-us/requests/new. We’d love to help out and do what we can to turn this experience around!
Same as others I will be uninstalling. The frequency in which major updates are released stand in no relation to the pricing. In case you got many customizations you will have to do most manually anyway so there is no sense in paying for it.
I've been a loyal and happy customer for years having purchased the Parallax theme and now on the Turbo theme. Received the email like everyone else and decided to update prior to the price increase for the basic plan. All of a sudden updates that were smooth with no user input from me, changed to 'we cannot update these three customizations'. Following the instructions to manually update the code, I keep getting an error on one of the customizations. Emailed support multiple times and no response AT ALL which has never happened in the past. Why all of a sudden is there radio silence from a support team that was very responsive in the past [even though I upgraded to the PRO plan as they wanted which is supposed to get me priority support]. I'm very disappointed in Out of the Sandbox. If you're going to start charging for updates then at the very least offer support for your products. Given my current situation and the feedback of other irate customers, I would NOT recommend purchasing a theme from this company in the future.
Developer response is useless as it seems that they haven't even read my review. I've already submitted two support requests with NO response.
Hello Dalasini,
Thanks for the remarks on the Theme Updater App - we're always looking for ways to improve the experience.
From your note, it sounds like some customizations to your theme were not automatically carried over during the update - while the app can detect all your code customizations, it will only carry over customizations that will not cause a conflict with the new version of the theme. For instance, if you have customized a part of the theme that is then updated in some way in the new version, this customization would need special attention to be sure it's working/necessary with the updated feature. The app provides the note to let you know there are templates that require special attention, since simply carrying over the customizations 'as-is' could cause problems. We hope you value this improvement to the updating process, as updating normally would involve you finding all the code customizations throughout your modified code templates, after you had manually reconfigured the theme settings. Even without the code being applied automatically, the app still provides significant time-savings compared to the normal updating process.
Thank you for your patience as we work to reply to our support requests in order - we have a lot of questions at this time of year, and trust that you will receive a reply as we address the support requests in the order they were received (or updated). If you're submitting multiple notes, we strongly suggest submitting a new ticket, so as to avoid updating the date/time on the original submission.
As a Pro Plan user, you have access to the Priority Support contact form, which is a feature within the app. Any questions we receive from this contact form are replied to first, so we can prioritize your support experience. To access Priority Support, go into the Theme Updater App, and choose 'Action' below the theme you'll be asking about - choose 'Contact Priority Theme Support' to open the special contact form. We look forward to replying to your priority support request!
All the best!
-The Out of the Sandbox team
I am just going to say that the customer service is terrible !!!. First, the lady told me to go somewhere else to resolve the issues caused by the Booster app to my online theme ( I am still working on it). Secondly, somebody else tries to mitigate the rudeness on the first email providing the same answer but using a different tone.
Hi there, thank you for this feedback. We aim to provide a high quality support experience and it sounds like we fell short here. We will be looking into this further and sending a response to you shortly. We apologize and thank you for your understanding.
Making the theme updater a paid product is very frustrating, given how much the theme costs in the first place, and will be the reason I no longer recommend Out of the Sandbox to other retailers.
Hello Nikki Darling Team,
Thank you for your feedback. I wanted to share some details regarding the app to provide some clarification on the paid and free features.
The app offers a free trial period with a theme purchase. The Basic Plan features for the app are available for free for one year from the date the theme was purchased.
This free year is provided as a window for a new theme user to determine how much value the app provides to their store.
After the free year expires, a subscription is required to update the theme while preserving the content and settings configured with the default theme features.
The app is a tool that will speed up the process of updating but it is possible to obtain the latest theme files without paying for the app. Our Theme Updater app offers new updated files for free so that you can update in the standard Shopify process by rebuilding the theme with the latest version.
The paid subscriptions (Basic and Pro plans) offer a shortcut to the standard Shopify updating process. Rather than rebuilding the theme in a new file, the app is able to preserve the content and settings that have been configured with the default theme features.
I hope this clears up some of the details around the subscription plans and the free features that are offered. Please don’t hesitate to reach out to our support team if you have any other questions about the app!
Wishing you all the best!
Out of the Sandbox
I agree with the others - I purchased and always recommended outofthesandbox because of their vast knowledgebase and continual updates - but now along with paying for the themes we have to pay for the privilege to easily update - you're turning against your own loyal customers and moving goalposts - not cool
Hello The Architectural Forum,
Thank you for taking the time to review our app. We understand your frustration, but we wanted to follow up on this review to clarify a point regarding the update process.
Purchasing a theme comes with free updates for life. These free updates come in the form of brand new files of the latest version of the theme. The new version of the theme does need to be rebuilt, as is the standard process for updating any Shopify themes.
Our Theme Updater app was developed to provide a shortcut for updating. The app can update a copy of your theme while preserving your home page sections and theme editor settings.
We have recently implemented a subscription fee for the app, but all new theme purchases come with a free year of the app’s Basic Plan. The free year begins from the date the new theme file is registered in the app, a process which is necessary to unlock the updating feature.
So in short, any purchase of our themes comes with the guarantee of free updates for life following the normal Shopify procedure for updating. The app is also free for the first year with the theme, after which, a subscription is required to continue using the Theme Updater app.
We’d be happy to answer any additional questions you have regarding updating the themes, or any shop-specific questions you might have. You can reach out to our Help Centre here: https://help.outofthesandbox.com/hc/en-us/requests/new.
All the best,
The Out of the Sandbox Team
Really obnoxious bait-and-switch money grab. I've bought several themes from this company in the past but won't do business with them in the future, and am on the hunt for a new theme now.
Really obnoxious bait-and-switch money grab. I've bought several themes from this company in the past but won't do business with them in the future, and am on the hunt for a new theme now.
Avoid these guys. Paid £300 for the turbo theme and it’s broken. The dymanic shopping buttons can’t be relied upon and only work 20% of the time and now I’m getting loads of errors from google because the product schema is not correct. An issue that seems to be badly affecting all their customers yet they haven’t even updated the theme to resolve this.
Hi babita UK!
Sorry to hear that you're experiencing some issues with your theme! If you have any questions or problems using your theme, our Support team is more than happy to help out! You can get in touch with us here: https://help.outofthesandbox.com/hc/en-us/requests/new and one of our support agents will be able to lend a hand!
We try our best to respond to all tickets within 24 hours (Monday - Friday).
The 'Dynamic Checkout Buttons' are actually controlled by Shopify's platform! If you're experiencing issues with these, we recommend getting in touch with a Shopify Guru. They can be reached 24/7 here: https://help.shopify.com/en/questions#/contact
Really obnoxious bait-and-switch money grab. I've bought several themes from this company in the past but won't do business with them in the future, and am on the hunt for a new theme now.