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Very bad experience with prestashop customer service for cloud version - avoid cloud


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#1 jelonek

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Posted 08 April 2015 - 07:35 PM

I was about to open an online shop and after a few weeks of looking for a software, i decided to go for prestashop cloud version. Everything seemed fine and nice and managing the shop seemed smooth and easy. So I went for it, worked hard on it for a few days, spent long hours each day.

Now when the shop started looking good, I can't log into the shop - front, back, dashboard, nothing. When I log into my account and press manage my store, I get blank white screen and nothing happens. I tried wired and two different mobile phones, different browsers. When I can't access my data from front or back, in desperation I called the number given on the website. I really had to try hard.

I was really astonished when the lady over the phone told me that if I need any help from them I need to use the paid tickets. The fault is not on my side, I can't access anything, can't do anything. It turned out that the technical support is paid, what if this problems occurs regally and I use the free tickets? I need to pay for more.

I thought that using cloud service would bring an easy managing of the store so that I could focus on the shop and sales and not technical matters. It turns out that prestashop has really thought through how to make

money over cloud service. So my advise is - avoid as hell keeping your data on prestashop servers. And use the old good ways of using your server and installing it there. You can't also count on technical support over phone, because even when you choose technical support option, you still get connected with a sales representative, who just states that they can't help with technical support, only with sales.



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#2 DEFTONES

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Posted 11 April 2015 - 11:07 AM

I was about to open an online shop and after a few weeks of looking for a software, i decided to go for prestashop cloud version. Everything seemed fine and nice and managing the shop seemed smooth and easy. So I went for it, worked hard on it for a few days, spent long hours each day.

Now when the shop started looking good, I can't log into the shop - front, back, dashboard, nothing. When I log into my account and press manage my store, I get blank white screen and nothing happens. I tried wired and two different mobile phones, different browsers. When I can't access my data from front or back, in desperation I called the number given on the website. I really had to try hard.

I was really astonished when the lady over the phone told me that if I need any help from them I need to use the paid tickets. The fault is not on my side, I can't access anything, can't do anything. It turned out that the technical support is paid, what if this problems occurs regally and I use the free tickets? I need to pay for more.

I thought that using cloud service would bring an easy managing of the store so that I could focus on the shop and sales and not technical matters. It turns out that prestashop has really thought through how to make

money over cloud service. So my advise is - avoid as hell keeping your data on prestashop servers. And use the old good ways of using your server and installing it there. You can't also count on technical support over phone, because even when you choose technical support option, you still get connected with a sales representative, who just states that they can't help with technical support, only with sales.

 

sadly speaking i have to agree with you

i used cloud, but i left it for self hosted

now i don't have to pay anymore thousands euros for support in "LOL" things like problems with permissions



#3 mrmini

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Posted 11 April 2015 - 09:38 PM

I had a big problem with them about this cloud thing.
I asked about the themes, they said the cloud version has 20 or 30, I don't remember, any way, there were 6 and variations of them just changing colours. But the big problem is that I take the 1 mounth test, as I didn't like it I leave it, that's what i though, until a few mounths later I got an email from my back because I didn't have money to pay their bill, all those mounths I was paying.
The funny thing ... I though, ok, my mistake, I'm stupid bla bla bla, but when I try to close the account I got a message, "you have an invoice pendent of payment" so you can't close the account!!!! 
I talked by phone with them, ... no empathy, nothing 
I paid for nothing appart a bad experience.
 
My advice, as the others, don't try prestacloud never ever!


#4 KoRn

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Posted 12 April 2015 - 08:23 AM

i've got similar problem,

i mean, i tried to use  the cloud, i had minor problems with chmods

so i used the free tickets to get help from official support.

 

they responded lazily and in fact without any solution.

i used all free tickets to ask the same thing several times.

irrational a little :|

 

then i saw that i have to pay hundreds of €€€ to get possibility to send another 5 tickets

LOL






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