Transcy: AI Language Translate
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Lost 80% of my traffic because they did some beta and completely broke my site im working 10 years on
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
It’s terrible! Everything was working fine before, but ever since the version update, problems have been occurring one after another! Although they helped me fix issues like prices not displaying after switching languages and navigation bar errors, they made unauthorized changes to my website’s code while checking and fixing these problems! Even after my developer provided screenshots of the code changes, they still denied making any modifications to our code—it was them who denied changing our code! Now, issues like images not switching and products not syncing still exist and might persist for a long time, because we currently have no way to solve them. We don’t even know the full extent of the code changes they made. This is really frustrating.
Hi sir,
This is Saha, and we apologize for the trouble you've been experiencing.
1. Regarding the SKU issue on Oct 28, we confirm that we did not edit or change your source code — we only removed the variant’s translation in Transcy
2. For the banner issue, as one of my colleagues explained, our app only translates content from the default language and doesn’t support customizing images per market. That’s why the Dutch banner image wasn’t changed — we didn’t modify anything on your end.
3. About the image switching feature, could you please share a screenshot and storefront link showing how it worked before? This will help us investigate and clarify the cause more accurately.
Thank you for your patience and understanding.
Best Regards
Saha
Transcy by FireGroup Technology
After the update, numerous issues have arisen. All languages in my store have disappeared, leaving only the default language. I've tried various settings but still can't display other languages properly.
Moreover, the customer support system is a complete mess. No one can answer my questions—only an AI is available.
Hi sir,
This is Ethan, and we apologize for the trouble you've been experiencing.
1. Regarding the language issue, our team checked your case and, from our previous conversation, it appears we were able to guide you through the steps and you confirmed that the problem had been resolved. We sincerely hope everything is now working smoothly on your end, but if anything is still not functioning as expected, please let us know — we’re here to help until it's fully resolved.
2. About the customer support experience, I completely understand why it felt unhelpful. Just to clarify for future reference, whenever you start a new chat, you’ll first interact with our AI assistant. We introduced this system because our human support team cannot operate 24/7, and the AI helps handle common questions quickly. When the AI cannot resolve the issue, the conversation is automatically escalated to a human agent.
That said, we acknowledge that our AI still has limitations, and I’m genuinely sorry that this affected your experience. Improving its accuracy and usefulness is one of our top priorities, and we’re actively working on strengthening both AI performance and overall support quality.
Best Regards
Ethan
Transcy by FireGroup Technology
This is the worst customer service I've encountered in the last decade - beyond reproach!!! From the moment we installed the app a little over a year ago until now. It's not worth saving money in this case, the price is too expensive later.
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
Very bad experience with this app. They charge $99 for automatic translations in more than 10 languages, yet the customer support is terrible. You first talk to an AI bot, and when you finally reach a human, you wait at least 24 hours for each reply, for only one message every 3–4 hours, then nothing for a whole day. As a new customer, I was supposed to get assistance for my first translations, but I barely received 30% of what I needed. The rest was ignored, even after multiple requests. Translations were full of errors, glossary rules were not respected, and some words I asked not to translate were still changed. For this price, it’s unacceptable. I lost a full week trying to fix things with them. You can find better apps with real support for $15 or less. A complete waste of time and money.
Hi sir,
This is Ben, and we apologize for the trouble you've been experiencing.
Thank you for sharing your experience. We understand your concerns and want to address them directly.
During your 7-day trial, our team actively supported you with detailed guidance and step-by-step instructions to resolve your issues. Our support model focuses on empowering users to apply solutions with our guidance, ensuring you maintain full control of your store. Some troubleshooting steps may not have been fully followed, which can affect resolution.
We also noticed requests for us to make changes directly in your store. For security and policy reasons, our team provides guidance and troubleshooting, but cannot execute changes on behalf of users. This is a standard SaaS practice to protect your store’s integrity.
Regarding your note about lost money and time, our records confirm you were on a free trial and were never charged. Our intention is always to support your success, not to cause inconvenience.
We’re sorry we couldn’t meet your expectations this time and truly appreciate your feedback—it helps us improve
We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support
Best Regards
Ben
Transcy by FireGroup Technology
Stopped working while I paid for a whole year. The customer service is a super annoying chat bot. Not happy at all!!!!
Hi sir,
This is Saha, and we apologize for the trouble you've been experiencing.
Just so you know, you'll start by chatting with our AI assistant. It's here to help with common questions quickly, especially since our human team isn't available 24/7. If the AI can't solve your problem, it will connect you to a person. We're working hard to make our AI better every day!
We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support
Best Regards
Saha
Transcy by FireGroup Technology
Do not use this APP, because it will modify your store content and image and links without your permission. The translation quality is very poor.
Moreover, the translation content cannot be withdrawn, and customer service will not help you restore it.
Hi sir,
This is Joe, and we apologize for the trouble you've been experiencing.
1. Regarding the modification of images and links:
We understand why it would be alarming to see content change without direct action. What you experienced is a protective measure within our app. When translating theme content, image links can be mistaken for translatable text. To prevent these links from breaking and causing errors on your store, our app logically replaces them with the default image. This ensures your store remains functional for customers.
2. Regarding translation quality:
While our built-in AI provides a strong starting point, we know that language is nuanced. That's why we provide the flexibility for you to either connect to a different AI translation service of your choice or manually refine any text to ensure it meets your quality standards.
3. Regarding restoring previous versions:
Our system allows you to revert to older versions for any content that you have translated or edited directly within our app. We have looked into your case and found that the translations were synced from a third-party app, which is why the revert function isn't available for this specific content. We recognize this is a gap in our service, and we have passed this feedback to our development team to consider for a future update.
Our records show that a member of our support team is already assisting you. To ensure you get the best possible help, please continue working with them, and they will be able to provide further assistance.
Best Regards
Joe
Transcy by FireGroup Technology
they increase my monthly price from 30 usd to 60 usd without notification.
Hi there,
Here's Brown, and we personally apologize for this inconvenience
To provide some context, we announced a pricing and plan update via email in September and sent a follow-up reminder in early October. I sincerely apologize if these messages didn't reach your inbox or perhaps got filtered into a spam or promotions folder. We need to do better at ensuring our communications are seen.
We would really appreciate it if you would reinstall the app and give us another chance to provide you with the best possible support. Also, we have noticed that one of our colleagues is in touch with you. Please let them know if you need further support
Best Regards
Brown
Transcy by FireGroup Technology
All the AI generated responses may prevent you from getting to see my review - but I know there are those out there who will be interested in the 1 star reviews... hopefully you see this in time before you install.
This developer installs a snippet on the shopify servers that you can't modify or control that loads a css from their servers.
IF YOU TRY TO UNINSTALL they WILL NOT REMOVE THIS essentially sending your website into an infinite loop and no one will be able to access your site anymore. Of course if you have your own front-end and hosting you can just go in an remove this kind of code... but with Saas solutions I guess you can't control what these 3rd parties will do.
Contacting Shopify support they only mention that you need to uninstall the app to remove the URL loading their content, but with their app developer credentials and the access you give them to your website, they can embed this code and basically take your site hostage if you cancel a subscription.
I'm eager to find other users who have failed to cancel their account due to this trap - and we should petition to get this issue recognized and this developer penalized.
Avoid yourself the pain and please don't install this app - there are alternatives out there and the default functionalities with the support of LLM AIs like chatgpt can help you quickly generate the content anyway.
Hi sir,
This is Joe, and we're sorry for the trouble you've been having.
Currently, uninstalling the app will cause the code to be removed automatically as well. For your case, to help us investigate your issue with the highest priority and get it fully resolved, please reinstall the app
One of our colleagues has already sent you a follow-up email. Please check your email, including spam, for this communication so we can move forward.
We're looking forward to your quick response.
Best Regards
Joe
Transcy by OneCommerce
NOT USEFUL AT ALL , IF YOU NEED TO PROOF PLEASE READ THEIR MESSEGE FROM CUSMER SERVICE
Hi, I'm Mary, your personal assistant. Welcome to Transcy.
The Free plan supports only 1 non-editable language with no product translation or editing features. It’s mainly for testing basic functionality, not full translation.
Hi sir,
This is Carrick, and we apologize for the trouble you've been experiencing.
It seems our previous message may not have conveyed the information clearly, and we sincerely apologize if that led to any confusion.
Just to clarify, you can find the Free plan anytime by following these steps: Account & Settings → Change plan → Scroll down → Select “Free plan.”
With the Free plan, you can add 1 target language and access several basic settings to support your store. In addition, we offer a 7-day free trial on all paid plans, so you can explore every premium feature without any charges during the trial period.
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
Carrick
Transcy by FireGroup Technology