Security Bollards Direct review for Theme Updater & Backups | OOTS
March 4, 2020
Great theme, but the appalling customer service and delays in waiting for a reply to any problems make you wonder whether it is worth the extra money for priority support when in fact this is not the case. We are treated the same as everyone else, so why over promise and under deliver? I had a fair response today, so will hold my hands up and move on. I get it and appreciate your response. Next time I will make sure I go down the right route when I try to contact your team, thanks for the explanation Sandbox, is much appreciated.
Hello Security Bollards Direct Team, We’re sorry for the frustration here. We do our best to respond to support requests within 24-48 hours (business days) however, it’s possible that there might be some delays caused by increased traffic. I have reviewed your most recent correspondence with our support team. We’re sorry for the delay you experienced but it should be noted that the requests you sent to us were not sent through the Priority Support channel. The Pro Plan subscription for the Theme Updater app grants you access to the Priority Support channel. To access this channel, you can open the Theme Updater app and select Actions > Contact Priority Theme Support. If the support request is not sent through the app with the Contact Priority Theme Support button, your request will be sent to the general support queue, instead of the priority channel. We have more information about accessing Priority Support for you here: https://help.outofthesandbox.com/hc/en-us/articles/360026083613-What-is-Priority-Theme-Support- I hope this clears things up, please do not hesitate to reach out to us in the Priority Channel if you have any additional questions about the theme or the Pro Plan. All the best, The Out of the Sandbox Team
Shopify premium theme updates and online store data backups