SOLVED Serious Issues with Support

[stoo23]

I am having some serious issues with Support.

Is the contact and replies handled by a 'Bot' ? or a Human ?

I contacted support with a particular problem regarding Account/Store Association (but with a number of issues), the situation was clearly detailed, or at least I believed it was.

Annoyingly, as the information was entered into the Online Support form, I do Not have a copy of my initial communication. (A lesson learned to make a Copy !!)

I received a reply, asking for more details and Back-Office details etc, which I supplied but quickly followed my response up with further information, suggesting our install, was on a Self Managed VPS, purely to suggest should anything need to be changed, we had complete access etc. I received a reply suggesting that being on a VPS would not affect the Association (which I thought was an odd response but ok, whatever).

Having had no further communication after a few days, I received an email suggesting that My Problem was Fixed and asking me to Report back on the performance of the support team etc ??? WTF ??? ..... Nothing had been Done and No Help or suggestions had been provided !!??

There was an option to make a report and to Re-Open the support request,.. Both of which I did, sending and providing details of the Process so far.

I was again sent a reply that suggested that No Store was Associated with My Account (which was the Main Problem and issue that was detailed in my communications and was the reason for my contact) and ... once again asked for an explanation of the problem, along with further details and requests for supply of the previously requested supply of Back-Office details etc,..... 

There has been a curious email Ping-Pong occurring, with No further detail, suggestions or Help but continuing requests for details as mentioned above,... (I have now supplied All relevant details 4 x times !!)

Having heard nothing for 5 to 6 days, I sent a further message enquiring about the possible progress of my support request and included a short message detailing my disappointment due to the fact I had suggested Prestashop to a good friend to try and help her and was somewhat frustrated that having Sold her on the idea etc am unable to finish setting the Store up etc....

This was met with a pleasant response,... but sadly, was once again asked if I could supply details of my issues, to aid in providing a suitably prompt response etc ?? !!!!,... Really ???,.. it's like there has been No record taken or made of all the previous communications,.. ALL of which have contained the relevant Support Ticket number in both the Message Header and message body text.

Whilst I will now, have to patiently sit down and write a full and complete Report of the Whole process and progress of the situation and issues I am having with the store and it's setup,.. I will be having to actively 'bite my lip' and keep my frustration under control to create a Civil response to what has so far, been a completely frustrating series of communications, without ANY suggestions of what could be the problem and/or how to go about remedying the situation.

Has anyone else experienced similar ?? .... Is this Normal ???

I am at this point in time seriously unsure of what to do and where to go in my efforts to resolve the issues I have.

Edited January 7 by stoo23 (see edit history)

[juanrojas]

Hi, where did you ask for support? It would be interesting to know.

[stoo23]

Via the Prestashop Website.
I'd have to go searching to find Exactly Where,... (It is,...to be honest... quite difficult to find).

Well, amazingly, I found the Page and 'link' and it still has all my details and description in the relevant fields !!??

Very Odd and concerning !!!

As noted though,.. I was supplied a Support Request Number, so has Obviously,.. Entered into the System

Edited December 11, 2024 by stoo23 (see edit history)

[juanrojas]

are we talking about addons? do you need support for any module or what?

[stoo23]

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are we talking about addons? do you need support for any module or what?

No, not particularly, I have some other issues, detailed in my support request, although, having Dis-associated the Store, I am unable to Re-Associate it !! Either via the Home section option, or the Module.

[stoo23]

So has ANYONE actually interactively received ANY Real Support from/via the Support Request system ??

After initially reporting my issues via the support pages on the web site, I have been exchanging seemingly endless circular emails with them for a Month and have been asked to supply the same details FOUR times.

Multiple lengthy and detailed reports have been supplied a number of times, all so far without a single skerrick of suggestions or help to resolve the issues.

Often replying to a previous response, asking for any news etc, will create a New Support Request number,.. in fact I am now up to my 3rd number !!??

I realize it is a bad time of the year but my initial request was made on the 2nd December !!

So far, I can ONLY suggest the 'Support', has been .... completely NON-Existent !!

To suggest this 'Process' has been both frustrating and disappointing, is in all honesty,.. currently a severe understatement !!!

I REALLY  would have hoped for far better !!

I am really unsure where to go or what to do to finally sort out my issues and get the store I recommended to my friend, as a solution Up and Running.

Sure I probably could have tried posting here on the Forum but honestly, as their IS a Support System and my issues related to both Setup configuration and account issues, it seemed only prudent and appropriate to ask the Developers, directly, instead of asking in effect end users like myself, on the forum and having to 'sift' through all pf the possible answers that may arrive, to work out which or what might actually resolve the issues.

I am based in Australia, in case anyone has any suggestions for local Prestashop help. As the FREE developer support appears to not be forthcoming, perhaps a Paid solution might be the only effective solution,.... arguably, a rather sad and disappointing situation

[stoo23]

Unbelievably, after writing to the Support team,.. again enquiring if there was Any advancement regarding my issues, amazingly another reply was received with Another Support request number, ... extraordinarily (once again) asking;

Quote

Thank you for conatcting us. 
 
In order to help you within this issue, could you give us more details?, please. 

Some screenshots will be helpful for us to get your point better.
Looking forward to receiving from you soon.
Greetings,

Oh dear, I mean seriously, virtually every response/reply I have provided, included ALL the requested and possible details !!

Back Office Log-In details, FTP details, Prestashop Assistance Module, installed and enabled along with complete and at times lengthy descriptive text describing the issue and process. This has Now been Multiple times,.. I think in fact around 6 or 7 times !!!!

The communication process has been lengthy and so far, still, seemingly pointless:

After enquiring whether there had been any advancement regarding my issues (the previous "Help is on it's way" message suggesting a response within 24 hours), I  received this reply:

Quote

Thanks for reaching out !

We've started working on your request #xxxxx. You'll hear from us within 24 business hours (Mon - Sat, from 9am to 10pm CET).

If you wish to add any additional information that could help our team have more clarity on the issue (screenshots, recordings, ..), feel free to the reply to this email.

Don't forget to install Assistance by PrestaShop on your store? With this module installed in your Back Office, we'll be able to help you more efficiently. No need to share your accesses, just activate support access via a simplace option in the module's configuration.

In the meantime, why not check out our PrestaShop Help Center and PrestaShop Academy ? We have tons of helpful articles and videos that might come in handy.

Best,

The PrestaShop support team

Oh dear,.. Once again, we seem to be restarting a process that has been continuing for nearly a month, with multiple emails and Support Ticket numbers, ... sigh ...

I replied AGAIN, once again providing all the relevant details and EXTRAORDINARILY, I was presented with this reply:

Quote

Hello Stewart,

We have not received a response from you regarding your request.

Please let us know if you still require our assistance.

????

THIS HAS BEEN GOING ON FOR FAR TOO LONG !!

Seriously, any normal person would have to suggest, like myself that at least some aspects of this Support System, are completely Broken !!

I honestly do not know where to turn now,.. I am desperately trying to get some simple answers/direction, from the Developers about how to Fix my basic Store Setup/Account issues, to allow my good friend (who I talked into this) to finally be able to complete the store setup and begin to Trade.

I have not been able to tell her a damn thing, as so far NO Help whatsoever has been provided,.. apart from this seemingly endless email 'Ping-Pong'.

PLEASE .... Does anyone have ANY Ideas what goes on and/or How I may be able to actually get a suitable reply from the Support Team ???

Edited January 7 by stoo23 (see edit history)

[stoo23]

Well, this Lunacy has and is continuing.

NEVER, in my nearly 70 years have I EVER had to deal with such an Utterly dysfunctional Support System as this one.

For some absolutely amazing and astounding reason,.. There are records of my replies asking if my previous detailed replies have been received or asking when I may hear from support, without ONE SINGLE Record of the Multiple detailed replies sent providing ALL the relevant details (as requested), along with a detailed description of the issues.

I have included these in the email body text, as well as attachments, seemingly all to no avail. It now totals over Ten times I have sent all the details, ... all of which, has miraculously disappeared into the Ether !!!

I honestly do NOT understand Why it 'Filters' my responses and has recorded only 6 of my replies, when so far, there have been 27

Also, unbelievably, ALL the previous Support Requests have been marked as Solved, so far, without ANY, Help, advice or suggestions having been provided.

Please understand,... whilst I am very much a Prestashop 'newbie',  I am not an idiot. We run a number of Forums, both phpBB and SMF, on self managed VPS's, along with this New Prestashop install.

I am not looking for Support regarding Modules or the basics of the Store etc,.. this is a New Store install that was very close to being completed, apart from some issues derived from the initial setup settings and I am simply looking for guidance, assistance and help in making the necessary changes to arrive at the desired configuration.

So, I figured, contact support and they should be able to advise, seeing as they wrote the software, ... seemingly easy and Would be I'd venture with most other software providers.

This has been an incredibly frustrating experience, leaving me feeling, I wish I had never suggested this as a suitable option to my friend and has left me feeling I have made a serious mistake, choosing this software

Simply a very sad and disappointing experience.

 

[stoo23]

How come my Previous posting needs to be approved by a Moderator ??

It has not needed to have been previously ???

THIS POST WASN'T !!??

[endriu107]

2 hours ago, stoo23 said:

How come my Previous posting needs to be approved by a Moderator ??

It has not needed to have been previously ???

THIS POST WASN'T !!??

Some actions on forum and some words are automatically flagged as potential spam that why your post needed to be approved.

On forum it's hard to get help from prestashop team, better way is by prestashop channel on slack if direct messages are ignored.

[stoo23]

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Some actions on forum and some words are automatically flagged as potential spam that why your post needed to be approved.

🙂 Yeah, I kinda figured that may have been the case but was still intrigued, as whilst obviously frustrated, my Language was still 'civil' 😉🙂

Quote

On forum it's hard to get help from prestashop team,

Yeah, I do understand, I was realistically just 'venting' frustration, as well as wondering whether others have had similar issues.

Quote

better way is by prestashop channel on slack if direct messages are ignored

Well, I was Not even aware of their being a 'Slack' channel as such.

[stoo23]

Well, having been provided a support 'link' in one of the most recent email replies, I once again detailed the Issues and having done so, the Issue with the Store 'Association', has been resolved,... so for that I can Only graciously thank the Support Team !! 🙂 👍 

There are still some other minor issues to be dealt with but am looking into other alternatives to resolve those 🙂