Transcy: AI Language Translate

Hi sir,

This is Brian, and we apologize for the trouble you've been experiencing.

Regarding your issue, we are missing some key information. We were never contacted about your site breaking, so we haven't had a chance to investigate or help. To find a solution, we need to understand precisely what went wrong.Could you please describe what happened?

We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support

Best Regards
Brian
Transcy by FireGroup Technology

Hi sir,

This is Shiro, and we apologize for the trouble you've been experiencing.

It’s not entirely clear why you mentioned the “worst customer service,” as in our private chat box we clearly addressed your previous inquiries. Could you please confirm if you had a chance to see our message sent on October 31? We’d be happy to clarify anything that might have been missed.

We’d also like to take this opportunity to share some context regarding the recent pricing adjustment. Since March 2023, for over two years, our team has been working tirelessly to enhance the app with substantial improvements and new features. These updates have significantly boosted performance, added advanced translation and localization tools, and helped many businesses expand their global reach more effectively.

We’d really appreciate it if you could revisit our message or reach out again — we’re more than happy to assist and clarify everything for you.

Best Regards
Shiro
Transcy by FireGroup Technology

Hi

This is Kane. We’re truly sorry to hear about your disappointing experience and appreciate you taking the time to share this feedback.

We understand your concerns regarding the price-performance balance and the translation results. Our app is built for merchants who need advanced automation and scalability, but we acknowledge that it may not meet every store’s expectations in all scenarios.

Regarding customer support, we sincerely apologize if you felt unsupported. While our AI chat is designed to provide quick assistance, we do have a human support team available. A member of our team is currently reaching out to you directly via email to better understand your situation and provide personalized assistance.

We genuinely value your feedback and would welcome the opportunity to review your case in detail and see how we can help resolve the issues you encountered.

Best Regards
Kane
Transcy by FireGroup Technology

Hi there,

This is Brian from Transcy. We’re sorry to hear about your frustration and would like to clarify several important points for transparency and fairness to other merchants.

- Regarding the claim that the app “stopped working for over 7 months”:
Our records show that you first contacted us about this issue approximately 9 months ago. Our support team replied multiple times (on 19 April, 2 May, 9 May, and 16 May) with investigation results and clear instructions to resolve the issue. Unfortunately, we did not receive any response, which prevented us from proceeding with the fix.

- Regarding SEO ranking concerns:
Transcy is primarily a translation app, designed to help merchants localize content and also SEO elements (such as meta titles, meta descriptions, and URLs) across multiple languages. SEO performance, however, depends on many external factors beyond any single app, including Google algorithm updates, site structure, content quality, backlinks, competitors’ activities, and overall store performance.
Without concrete data or continued collaboration, it is not possible to conclude that a drop in SEO ranking was caused by the app alone.

- Regarding billing and the refund request:
Like all Shopify apps, subscriptions are billed automatically as long as the app remains installed and active on the store, regardless of usage or ticket status. Since the app remained installed during this period, charges continued according to Shopify’s billing rule

- Regarding app functionality:
While admin access currently requires approval of a new pricing plan, the app itself has continued running on your storefront, and the language switcher has remained visible and active.

We also informed all merchants about our new pricing plans well in advance via email and in-app notifications, though it’s possible these messages were missed.

Despite the above, we still offered special launch pricing as a gesture of goodwill for being a long-term customer. Our team remains available should you wish to resolve this constructively.

One of our colleagues has already reached out to you via email with a detailed explanation and proposed solution. Please feel free to reply directly to that email if you need any further clarification or support, we’re more than happy to assist

Best regards,
Brian
Transcy by FireGroup Technology

Hi sir,

This is Kane

We’re sorry to hear about your experience. At the moment, we’re not entirely sure what you mean by “not working on Mac.” Could you please share more details about the issue you encountered so our team can better understand and assist you?

We’d be happy to look into this and help resolve it as soon as possible.

We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support.

Best Regards
Kane
Transcy by FireGroup Technology