Sum Effect Digishop Complaint - Horrible & Lost Money And Longtime Customers
FRANKLIN, TENNESSEE -- We have used DIGISHOP as our e-commerce shopping cart software since we started our online business. We have upgraded with almost every new update to the software, and have been a loyal and good customer.
In September of 2010, we called to upgrade to their version 8 Digishop, and scheduled the install. 2 days later they sent an email about their new version 9 launching in 30 days. We called to ask if we could hold off on 8 and wait for 9, and they said yes. We scheduled the install and we were first in line when it was to be released.
Our first in line spot got moved 4 times, and we were waiting on our redesign since it could not be done until the cart was installed- which we paid for SUM EFFECT the software creators to do so we could avoid any/all mistakes.
By the time it was installed, it was late November.
As soon as it was live we started having massive issues. There was no updated manual or even website to explain usage of the new features, and anything that could go wrong did. The learning curve was awful and time cnsuming, and the videos they claimed were available were not for version 9. From the customer review section to variant options, charging people $0 for items that clearly noted prices, and so on. Everytime an issue arose, you couldn't get a person but only live chat- and only for 3 hours in the morning EST and we are central.
The latest mistake was with every order placed, the cart was sending mass emails (20 or more) to both admin and the customer, which then led to our hosting company to suspend our account and list it as a violation (spam). When I called, they explained that I needed to buy a support package since I was past my 90 day period. However, the install was only 45 days at this time, and argued with them that no one in the company was getting their emails due to this violation. We lost out on deadlines, customer inquiries, and most of all sales- our entire email system would not allow us to receive emails until we proved the violations would no longer happen.
We called Sum Effect and literally begged to get this resolved.
They explained we were past our 90 day free support period, and insisted that the 90 days starts at time of purchase NOT installation. If we wanted this fixed, we have to buy a support package, with the lowest price being $500!
So, although I personally called and asked if I could change versions and still retain support and was assured that I would, they now claim that support starts at time of purchase- which was in September when I was forced to make payment in order to even get in line for an install from them, which can take up to 30 days or more. Actual installation of this was late November....60 days of support was ticking away waiting in line for installation.
NOW- I have several duplicate orders that I need to refund because the checkout page freezes making people think their order didn't go through, Pay Pal froze our account due to the IPN and email issues, and the cart also WON'T CREATE A PRODUCT FEED. Obviously I want to change carts, so I have to manually do this painstaking task because the cheapest support is $500!
I have never felt so ripped off and jaded by a company in my life, and I will do all I can to let others know they are in jeapordy of losing customers, respect from longtime customers, relationship with hosting platforms, and most of all- thousands of dollars after trying to fix and redo a new website! Valuable lost time is the worst offense.
They argued with me and held their ground on the 90 day support- so buyer beware- if you use them- make sure that they run your credit card on the same day of the installation!
They do note on their website in fine print (that I couldn't locate)that the free support starts at time of purchase, but they also require your payment to even get an installation date. When speaking to someone directly, you expect to skip the fine print and get the most important and relevant information from your sales representative, not to mention being lied to when asked if it will still be included by switching dates and versions.
I badly need this cart to create a feed so I don't have to manually do this, but I can't pay $500 for it when I am now paying close to $10k for a new website and cart.
Not good business, decptive, and dangerous to your business doing business with this company!!