Seoulbox review for Stamped Product Reviews & UGC
Oct. 10, 2022
**Update: you said we raised 6 separate tickets, but it's ONLY after I kept speaking with one of your support team with over 70 email threads. The app occurred several bugs during the migration, and we had to tackle all. However, whenever I asked 3 questions about 3 different issues, your support only answered one, taking 1-3 full business day, and that was not even resolving the query. After maintaining that for 3 weeks, I decided to raise other tickets. That's how we got 6 tickets open. Your support team tossed our ticket to the billing team. Even though your billing team saw my ticket regarding bugs, they didn't tell the support team. As a result, my ticket stayed for over 3 days. Only after I raised another ticket, someone else appeared to look after the ticket. And over 3 days, homepage bug, is a serious issue. After posting a 1-star review, they finally fixed the bug. That's magical, since we had to wait this long. Now the reviews go public, you are fixing the bug. Full of bugs and only offer great customer support, WHEN first installing the app. Terrible after, when we really need help. I faced an issue with sending review request. None of our review request was sent to our customers. As a result, we are not collecting any review since 9/19. However, they are just "looking into" the issue. I have been exchanging emails around 70-80 times. They are great when you first installing the service. However, once you are bound by them, they just do not care. Go to Okendo or Junip. The app is also full of bugs. I had issue showing questions and answers in the main widget. I have been waiting a solution for 3rd week by now. I need to chase them and send them several emails a week, to receive a reply that "they are investigating" the issue. For such a critical thing as review, these two attitudes 1) do not look after their existing customers - I have been loyal to them for lat 1.5 year - 2) core function full of bug become the reason why we need to avoid using them and move on to more affordable competitors like Junip.
Hi there Seoulbox team, I'm sorry that this has been your experience. We absolutely do care, and I think some of the confusion has come from our ticketing system. I see here 6 separate tickets with you, some of which had to be escalated to other teams outside of our default support inbox. The reviews sending issue is a known current bug that should be cleared up soon as our product team is working on it as we speak! To make sure this is not your experience again, I'm going to connect with you personally and come up with the right support plan for your business. Once again, our apologies and please know we are here to help :)
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