You Madu review for Theme Updater & Backups | OOTS
Aug. 24, 2020
Their Turbo theme has a huge bug that sometimes causes the Add to Cart button not to display at all on product pages (talk about a conversion killer). I brought this to the attention of the support team 4 months ago. They wouldn't believe it was their theme, and just kept telling me it must be cause by an app I am using or customisations I did. After about 20 emails the finally believed me (after I found out the bug is even present on their demo stores) and I was told it would be fixed in an update. Now 4 months later the bug is still there and the customer support as unhelpful as before. I expected a lot more from the most expensive Shopify theme around and have received (much) better support from free Shopify apps than what I've received from OOTSB. So here I am still waiting for their Theme Updater to tell me there's an update and hoping this time the bug will be fixed. Besides all this, premium support means waiting 5 working days for an answer it seems....
Hi there, Sorry to hear that you haven’t had a great experience with the updater app as well as our support team - we certainly strive to provide solutions as promptly as possible, but in this case, the issue has been very difficult to reproduce and troubleshoot. Without that ability to consistently reproduce it, it becomes a challenge to find the cause of the issue, thereby making the solution even harder to find. While we take each reported issue seriously, some can certainly present more difficulty and complexity. With our theme updates, we aim to provide solutions for issues like you’ve experienced, but each update may also address other issues which can take extensive testing. Having said all of that, we can certainly appreciate the importance of this issue and the potential impact it may have, so we do apologize for the time it’s taken to sort this out. We’ve sent along an email to you if you’d like to discuss some options a little further, and hopefully we’re able to come to a solution there!
Shopify premium theme updates and online store data backups