SUNLU Official Online Store｜Best 3D Filament Best Selling Supplier & Manufacturer
Hong Kong SAR
Reviews (4)
Peter is a very responsible and professional staff, he helped me to solve the problem of untraceable data, I am very grateful to him.You are a very responsible team!!
The support response is too slow and completely ineffective, it's all up to you to research the settings app
Developer reply ·
Thank you for your review and feedback, Upon checking our support logs, we find it that it is unfair that you mentioned our response was slow as all emails are replied to less than an hour and chat conversations were replied to at some points within 2 minutes. Here are the chain of events (time stated are +8GMT Singapore, Shanghai time): First email conversation chain (email was sent via Shopify Support email) was sent 26 May 2022 09:49 We replied the email at 26 May 2022 10:36 Because we did not receive a reply, we send a reminder on 27 May 2022 17:04 You sent a second email chain on the same day one hour later (also sent via Shopify Support email) on the same day on 26 May 2022 11:12 We replied to this email chain on 26 May 2022 11:28 Having receiving no replies, we send a first reminder for this email at 27 May 2022 09:18 We sent a second reminder at 28 May 2022 17:04 Both the first email and second email chains (both asking similar question) are closed on 28 May 2022 as due to a lack of response. For the third conversation chain, you send in via chat at 6 June 2022 09:22 and was replied within in 38 minutes at 10:00. Fortunately, this time you responded to the chat 15 minutes later at 6 June 2022 10:15 which we replied at 10:17 on the same day which we mentioned that the issue will be escalated to our dev team for further resolution. 14 hours later at 7 June 2022 00:04 we send you respond both via chat and email that the issue had been resolved. We did not receive a respond from you so we send you a reminder on 8 June 2022 9:34. You did not responded back but the conversation was marked as "Seen". We hope this clarifies. We will send you screenshots of our chatlogs as proof.
Good and useful, support offers help in time.Service is good and help us to fix the issues, worth to use it
No notification of additional charges outside of the package, charging expensive monthly fees. The feature should stop after the end of the package and should not continue to be calculated extra
Developer reply ·
Thanks for sharing your valuable feedback. I am sorry to know that you are concerned about not receiving notifications of additional charges and getting charged an expensive monthly fee. Please accept my sincere apology for the experience you had. However, this is not the experience we want to provide to our users. Your feedback has been registered and I have forwarded it to our product team. It is always nice to know the requirements of our users so that we can meet their expectations and provide an engaging experience. We are continuously aiming to improve the application and work upon the suggestions given to us by our users. I am glad to confirm that your suggestions have been incorporated to make your experience better with the application. Once again, I apologize for the inconvenience caused to you and also want to assure you that you are our valued user and we will ensure that you will be delighted with our services. Regards, Rupam Sarma Tamuli Team AfterShip
