We signed up for Widget Chimp and opened trouble tickets. We went through the process of spending 15+ hours setting up our template. We have a few questions and we cannot get a reply back from WidgetChimp. I don’t intend to be overly critical, I am just concerned this is the standard for support. We are very technical so we don’t need much hand holding but the little we need every now and then we expect a reasonable response rate. Are there any other WidgetChimp customers that can speak to this concern? We don’t want to move forward with converting all our templates if this is not a stable company with support. Thanks.
Sorry to hear about that. I understand your concern and we appreciate your feedback.
I can’t take care of this for you, so I’ve forwarded this to Matt and the WidgetChimp technical support team will speak to you soon
I just checked and out of the 13 tickets you created yesterday, they are all being shown as being resolved & answered by the support team this morning, the majority were answered in under 5 hours too!
Of course if you have any questions from those replies, the team will be able to help you where possible.
Hi Matt, thanks for the response. We posted our questions the day before they were replied to. You are correct that our tickets were responded to, however, your tech support did answer our questions at 5 p.m. your time. Our questions were posted 12 hours prior. That means we in the US did not get a response during our business day that we could work with. We had to wait another 20 hours to engage with your support team. This level of service is frustrating when migrating to a new platform, we need reasonable response times during business hours. While I find your agents support lovely with some inquiries, I also had very challenging moments with other inquiries. For example, your site and support team informed us that Ink Frog is supported / integrated. I asked your agent for a white papers or tutorial and I was given videos to other platforms that have no specifics to integration with INK FROG. I would have been happy with a FAQ for INK FROG. As I began to test your platform with INK FROG, I learned that your Key Word feature and VIDEO feature are NOT supported on INK FROG. This was one of my very first questions to your support team. We show a video for every single product we sell and I was told it was supported. It is not. I confronted your support staff and he told me that I have to ask INK FROG to make a CUSTOM field for me in INK FROG. I naively believed him and ask INK FROG and said no they would not create custom fields. Your staff told me that custom field creation is standard practice by INK FROG. IT IS NOT.
Furthermore, anything we do in WIDGET CHIMP (description, keywords, videos) is not noticed or recognized in INK FROG. INK FROG WILL OVERWRIGHT ANYTHING ON WIDGET CHIMP. Why I had to spend 7 days learning this all the hard way is unacceptable. We have migrated several of our products to your template (70-100) only to find out that we wasted our time.
WHY NOT JUST BE STRAIGHT about it all? How can you advertise integration without FULL DISCLOSURE. Telling me your tool is NOT at listing tool is not an out. Telling me up front that I cannot use VIDEOS (WHICH IS CRITICAL TO OUR MARKET) and KEYWORDS if I am using INK FROG IS A LEGITIMATE OUT.
Now we are back to square ZERO with this task. We are very disappointed.
Thanks for your comments, I appreciate it!
WidgetChimp is a template creation & modification tool, not an eBay listing tool and is certainly not meant to replace tools such as InkFrog. I’m not sure where the confusion on that came from.
I’m sorry to hear that Inkfrog doesn’t support custom keywords, this is a typical feature (personally I’d class it as a standard feature) with most listing tool providers and I’ve let the support chaps know that InkFrog doesn’t support them.
Just like you with over 3rd party 30 tools now support keeping track of what each one can & cannot do, is a challenge as I’m sure you can appreciate.
The official support hours are Monday to Friday, 09:00 to 17:00 GMT. And as you found out the team do check the messages over the weekend and handle any that they can. I don’t ask them to do that and I certainly don’t promote that either.
Oh and they just showed me your chat message history from the live chat (I was sharing this forums post with them), naughty lads, they even logged into your InkFrog account and I believe that’s now sorted for you.
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