4 ms·

They put out a blogpost while their support keeps stonewalling and denying any such issues. Nor do they reply on twitter or even tweet the blogpost. This seems

They put out a blogpost while their support keeps stonewalling and denying any such issues. Nor do they reply on twitter or even tweet the blogpost. This seems too little too late. Disclaimer: I am currently a customer who had financial loss because of them.

Exuma 10y ago
what happened?
- ShirsenduK 10y ago
  They kept serving an old image even after I flushed it multiple times. The image had an old discount code which customers presented us. We had to respect that even though we were technically not running the offer and was financially tough. Their support (after few days said), they don't support Shopify. Their whole pitch was; we are Shopify compatible; when we signed up.
skuhn 10y ago
[I work at imgix and have helped lead the team on the production issues we face and gathering the details for this blog post] I'm sorry that you had this experience with imgix. We have had challenges in correctly addressing support issues during this period -- support has been swamped. We've expanded that team, and we're continuing to do so. You're right, we didn't tweet this blog post, but we did e-mail it to all customers with activity since Jan 1 2017. In this case, we didn't properly convey that the Shopify integration guide we provided wasn't an official integration with Shopify. It was meant as a best effort "here's how you can do it" sort of thing. I requested that we take it down because it wasn't working due to a change on the Shopify side which prevented us from purging images. I'd love to talk with you directly to try to make this right for you. If you'd like, my e-mail is in my profile.
- ShirsenduK 10y ago
  I understand your support might be swamped but this is what your support wrote to me; "Support is on-call during regular business hours, Monday - Friday, and premium customers can request SLAs for support." This, while other users complained to me via twitter/email that they were also not getting any valid responses. I would not send those words while my service is not working as expected. I'm in the process of moving out of Imgix esp. after your support said they would be happy to cancel my account if thats what I wanted. The pushback from your support made me setup a production level thumbor instance which will go live next week. Thanks for your reply but I wish you had replied to https://twitter.com/troysk704/status/841158793287278593 https://twitter.com/troysk704/status/841158793287278593 sooner.
  - skuhn 10y ago
    OK, totally understand your concerns. I see a few tickets from you in our ticket tracking system, and in the interest of improving next time, we'll use this as a teaching example with our support team. Best of luck with your new solution.
    - ShirsenduK 10y ago
      Glad to see that you have acknowledged the problem. I am sure you will fix them :)

Exuma 10y ago

what happened?

ShirsenduK 10y ago
They kept serving an old image even after I flushed it multiple times. The image had an old discount code which customers presented us. We had to respect that even though we were technically not running the offer and was financially tough. Their support (after few days said), they don't support Shopify. Their whole pitch was; we are Shopify compatible; when we signed up.

skuhn 10y ago

[I work at imgix and have helped lead the team on the production issues we face and gathering the details for this blog post] I'm sorry that you had this experience with imgix. We have had challenges in correctly addressing support issues during this period -- support has been swamped. We've expanded that team, and we're continuing to do so. You're right, we didn't tweet this blog post, but we did e-mail it to all customers with activity since Jan 1 2017. In this case, we didn't properly convey that the Shopify integration guide we provided wasn't an official integration with Shopify. It was meant as a best effort "here's how you can do it" sort of thing. I requested that we take it down because it wasn't working due to a change on the Shopify side which prevented us from purging images. I'd love to talk with you directly to try to make this right for you. If you'd like, my e-mail is in my profile.

ShirsenduK 10y ago
I understand your support might be swamped but this is what your support wrote to me; "Support is on-call during regular business hours, Monday - Friday, and premium customers can request SLAs for support." This, while other users complained to me via twitter/email that they were also not getting any valid responses. I would not send those words while my service is not working as expected. I'm in the process of moving out of Imgix esp. after your support said they would be happy to cancel my account if thats what I wanted. The pushback from your support made me setup a production level thumbor instance which will go live next week. Thanks for your reply but I wish you had replied to https://twitter.com/troysk704/status/841158793287278593 https://twitter.com/troysk704/status/841158793287278593 sooner.
- skuhn 10y ago
  OK, totally understand your concerns. I see a few tickets from you in our ticket tracking system, and in the interest of improving next time, we'll use this as a teaching example with our support team. Best of luck with your new solution.
  - ShirsenduK 10y ago
    Glad to see that you have acknowledged the problem. I am sure you will fix them :)