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.

[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 by stoo23 (see edit history)

[juanrojas]

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

[stoo23]

Quote

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.