Transcy: AI Language Translate

Hi sir, This is Carrick, and we apologize for the trouble you've been experiencing. It seems our previous message may not have conveyed the information clearly, and we sincerely apologize if that led to any confusion. Just to clarify, you can find the Free plan anytime by following these steps: Account & Settings → Change plan → Scroll down → Select “Free plan.” With the Free plan, you can add 1 target language and access several basic settings to support your store. In addition, we offer a 7-day free trial on all paid plans, so you can explore every premium feature without any charges during the trial period. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support Best Regards Carrick Transcy by FireGroup Technology

Hi sir, This is Ethan, and we apologize for the trouble you've been experiencing. 1. Regarding the language issue, our team checked your case and, from our previous conversation, it appears we were able to guide you through the steps and you confirmed that the problem had been resolved. We sincerely hope everything is now working smoothly on your end, but if anything is still not functioning as expected, please let us know — we’re here to help until it's fully resolved. 2. About the customer support experience, I completely understand why it felt unhelpful. Just to clarify for future reference, whenever you start a new chat, you’ll first interact with our AI assistant. We introduced this system because our human support team cannot operate 24/7, and the AI helps handle common questions quickly. When the AI cannot resolve the issue, the conversation is automatically escalated to a human agent. That said, we acknowledge that our AI still has limitations, and I’m genuinely sorry that this affected your experience. Improving its accuracy and usefulness is one of our top priorities, and we’re actively working on strengthening both AI performance and overall support quality. Best Regards Ethan Transcy by FireGroup Technology

Hi sir, This is Brian, and we sincerely apologize for the inconvenience caused to your experience We noticed that you haven’t reached out to us directly about this issue yet. To clarify, once our app is uninstalled, all Transcy-related code is automatically removed from your store. However, in some rare cases, theme customizations or cached files might cause certain tags to remain. To assist you further, we’ve just sent a new collaborator request so we can check everything carefully on your store. Please accept the request and let me know once it’s done, and our technical team will promptly investigate and help you clean up any remaining code. We have noticed that one of our colleagues is in touch with you via email. Please let them know if you need further support Best Regards Brian Transcy by FireGroup Technology

Hi sir, This is Ben, and we apologize for the trouble you've been experiencing. Thank you for sharing your experience. We understand your concerns and want to address them directly. During your 7-day trial, our team actively supported you with detailed guidance and step-by-step instructions to resolve your issues. Our support model focuses on empowering users to apply solutions with our guidance, ensuring you maintain full control of your store. Some troubleshooting steps may not have been fully followed, which can affect resolution. We also noticed requests for us to make changes directly in your store. For security and policy reasons, our team provides guidance and troubleshooting, but cannot execute changes on behalf of users. This is a standard SaaS practice to protect your store’s integrity. Regarding your note about lost money and time, our records confirm you were on a free trial and were never charged. Our intention is always to support your success, not to cause inconvenience. We’re sorry we couldn’t meet your expectations this time and truly appreciate your feedback—it helps us improve We have noticed that one of our colleagues is in touch with you. Please let them know if you need further support Best Regards Ben Transcy by FireGroup Technology

Hi sir, This is Shiro, and we apologize for the trouble you've been experiencing. It’s not entirely clear why you mentioned the “worst customer service,” as in our private chat box we clearly addressed your previous inquiries. Could you please confirm if you had a chance to see our message sent on October 31? We’d be happy to clarify anything that might have been missed. We’d also like to take this opportunity to share some context regarding the recent pricing adjustment. Since March 2023, for over two years, our team has been working tirelessly to enhance the app with substantial improvements and new features. These updates have significantly boosted performance, added advanced translation and localization tools, and helped many businesses expand their global reach more effectively. We’d really appreciate it if you could revisit our message or reach out again — we’re more than happy to assist and clarify everything for you. Best Regards Shiro Transcy by FireGroup Technology

Hi sir, This is Saha, and we apologize for the trouble you've been experiencing. 1. Regarding the SKU issue on Oct 28, we confirm that we did not edit or change your source code — we only removed the variant’s translation in Transcy 2. For the banner issue, as one of my colleagues explained, our app only translates content from the default language and doesn’t support customizing images per market. That’s why the Dutch banner image wasn’t changed — we didn’t modify anything on your end. 3. About the image switching feature, could you please share a screenshot and storefront link showing how it worked before? This will help us investigate and clarify the cause more accurately. Thank you for your patience and understanding. Best Regards Saha Transcy by FireGroup Technology