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-   -   Northlightshop: good products, catastrophic support (http://www.wetcanvas.com/forums/showthread.php?t=1388860)

pagnes 09-23-2015 04:09 PM

Northlightshop: good products, catastrophic support
I shop often from Northlightshop as the products are good but in the few cases I needed support I've had very bad experiences, that I described in previous posts.
This time there is a missing issue in my downloadable products.
I write to the support, then I receive these responses from them

1. automatic, saying that they will respond
2. automatic saying that if it is about shipping/delivery that I should go elsewhere, else I should respond to the email (they could have it written in the page)
so I do respond repeating the question
they do not reply, so I send another email
3. they still do not understand well the problem, so I have to answer and explain it again, I attach a screenshot
4. they respond that I'd call a telephone number, I reply that I live in Italy and it is complicated for me and they should give an assistance

for the other inquiry (I do not receive the newletters and special offers) they say they'll forward my email

actually, what kind of assistance does this support provide???? what does the support exist for???

Courtney Jordan 09-25-2015 12:37 PM

Re: Northlightshop: good products, catastrophic support
Hi Pagnes!

Sorry to hear about the issues you have encountered. Someone from Customer Service will be contacting you directly via email. All best,


pagnes 09-25-2015 06:20 PM

Re: Northlightshop: good products, catastrophic support
Thank you Courtney. Yes, I've received an email and they have resolved the problem. The question is why one has to face all this odyssey every time? Why they can't collaborate from the start without all this Superfluous emails? .... kind regards

pagnes 11-02-2015 03:38 AM

Re: Northlightshop: good products, catastrophic support
OK, they resolved the missing issue problem but not the newsletter one. Still, after 2 MONTHS I receive no newsletters (and no answer) in spite of my emails and support tickets. Also my question about VIP program in which I asked for URGENT response (they promised it in 2 days) has got no answer, they simply signed it as SOLVED! In times when others have online chat support with instant response this is simply UNACCEPTABLE.

pagnes 11-08-2015 04:15 AM

Re: Northlightshop: good products, catastrophic support
they say they do not know why I do not receive the newsletter (are they a support service or not?)
Also I have send them the error report with screenshot but THEY DO NOT RESPOND AND CHECK MY TICKET AS SOLVED From a support I'd require a minimum of collaboration

my ticket (signed as solved without even responding):

"As for the newsletter, time ago I've unsubscribed from the newsletters as they were too many of them but then I subscribed again also with two different emails. I've done it several times but no emails are arriving, I've checked the spam folders too. The subscription page (...url omitted...) seems to not work either. (If the page address is not correct please send me the correct one.) I attach screenshot of the page shown after updating my newsletter preferences"

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