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Hello,

Thank you for taking the time to share such detailed feedback. My name is Kaylee, and I'm the customer support team leader.

I am truly sorry to hear about the frustrating experience you've had with our app. The data integrity issues you described—such as incorrect prices, "NaN" values, and server event discrepancies are completely unacceptable and go against the reliability we strive to provide. The purpose of our app is to improve attribution, not complicate it, and we have clearly failed to deliver that for you.

Your review has been escalated to our lead developer, who is currently investigating the root cause. While our initial tests haven't replicated these specific errors, we are taking your report very seriously. We know that external factors, like reporting delays from platforms such as X, can sometimes cause temporary issues, but we need to investigate your specific case thoroughly.

The results you're seeing are not the standard we aim for, and we are committed to making this right. We would be grateful for another chance to prove our app's value. Our support team is available to work with you one-on-one to diagnose and resolve this. Please reach out to us at support@omegatheme.com or you can reply to our support thread so we can assist you immediately.

We are confident we can get this working correctly for your store.

Best regards,
Kaylee
Customer Support Team Leader

Hi there,

We're genuinely sorry to hear about the difficult time you had with our service chat and app. What you described is definitely not the experience we want our users to have, and we understand why you feel your time was wasted.

We apologize for the long wait and for the unhelpful interaction you had with our agent. It sounds like you were close to a breakthrough, and it's clear we failed to provide the support you needed at that crucial moment.

Your feedback is incredibly valuable to us. We're actively reviewing this situation to understand exactly what went wrong and to make immediate improvements to our chat support training and how we communicate our app's features.

We understand that one of our agents has already sent you a direct support email, inviting you to reinstall the app and give it another try. We really hope you'll check your inbox and consider this opportunity. If you're willing, please respond to that email or reach out to us directly at support@omegatheme.com so we can better understand your specific issues and ensure your next experience is a positive one.

We're delighted to hear about your positive experience with our customer support team! Thank you for the kind words about their kindness and speed. If you ever need assistance in the future or have more feedback to share, feel free to reach out. We appreciate your cooperation!