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  • Poor onboarding experience ..

    I have three stores with 3dcart. One of them is at enterprise level. My business grow together with 3dcart and store has been upgraded accordingly. For so many years I have been recommending 3dcart as the best platform overall to anyone who know me. At least 10 new stores has been opened because of my influence. I was helping those new entrepreneurs anytime I could with correct settings , graphic design, etc... Most of them told me if I wasn't able to help in start they would give up on store because total lack of support from 3d cart support was very frustrating to them.
    Honestly I took this with a grain of salt simply because having an enterprise account make you forget waiting days for tech support response easily. I guess my TAM spoiled me or he was simply doing his job properly.
    More than a month ago my son finally decided to open his own store ( on my push ) and naturally I told him to go with 3d cart. Heck , I even paid myself for first year of service with domain he choose and cloudflare ssl certificate. I was really happy for him, assured him with my help he should eventually succeed.

    And than frustration with 3dcart started , from very beginning. In ordering process he choose .com domain with basic subscription ( he have 12 products for start ) and ssl certificate. I explained him 3d cart will register his domain , install certificate etc...
    Few days past order his store domain was still on 3dcartstores.com , non secured of course... since he ordered new domain together with subscription I explained him some time is needed for server to propagate his store domain , etc... few weeks past ...store is still on 3dcartstores domain , no certificate installed. Worst thing , store did not allowed you to create ticket with support. Probably part of new onboarding process. Finally store allowed ticket creation and he asked what's happening with his order naturally. Support response was " can we have your order number please " ..and that was last and only response from 3dcart since he started subscription.
    Shockingly we discovered that his domain is still available for purchase month after he ordered it with 3dcart. Immediately he purchased domain with google to protect his business name and pointed it to 3d cart servers ( so much about 3d cart advertising domain is included with subscription ) .
    Domain propagated correctly and says active in DNS management but store still redirect to 3dcartstores.com because it's first on list and basic subscription will not allow you to manage it. You are left on customer support mercy , totally unresponsive naturally..

    I'm really sorry for rant but my question to GonzaloGil is why you allow this? Why destroying new starters dream before even started. Why making it so hard and frustrating? Yours and our platform getting bigger will only become better ... without new stores progress for all of us will slow down. Shake this onboarding team a little, explain them how much first impressions are important, doesn't need to be like this.

    Thank You

  • #2
    kalaja I'm sorry to hear about the bad onboarding experience. Usually this process is seamless and thorough when it comes to getting the domain registered and a ssl installed. I can look further in to what happen and the status of the ssl order. I will just need the store or domain name. If you have the order numbers that will be a great help in finding out what happened.

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    • #3
      3dcart-William PM sent , thanks

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      • #4
        kalaja The site should be all good now. The ssl installed was delayed do to the site not being registered yet. Once I confirmed it was registered I was able to get the ssl installed and the url updated. https://www.meganjdesigns.com

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        • #5
          3dcart-William Thank You

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          • #6
            I have been waiting for weeks for my SSL to get finished. I miss Geo Trust.
            http://www.pack-secure.com

            Packaging and Shipping Supply Specialists

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            • #7
              Pack Secure Sorry there were some difficulties with the ssl order. I checked into this and see there's a ticket open with our ssl department. Seems they are waiting on a call from the ssl company. I will have your TAM follow up and reach out to you regarding this soon.

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              • #8
                My TAM followed up. We did not get the call yesterday from the SSL company as we were told. This has been an unpleasant experience, so far.

                Thanks for reaching out William.
                http://www.pack-secure.com

                Packaging and Shipping Supply Specialists

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                • #9
                  Pack Secure I just received another update, our ssl department reached back out to the company and they were told this was escalated on their end. We were also told you should get a call today, I know at this point it sounds like broken record but we are at their will due to the process. We will stay on top of it and let you know if we hear anything else. Thanks so much for your patience!

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                  • #10
                    No call today. So sad.
                    http://www.pack-secure.com

                    Packaging and Shipping Supply Specialists

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                    • #11
                      Update: I did finally receive a call today. We will see how long it takes to get updated.

                      Thanks, William and Erich
                      http://www.pack-secure.com

                      Packaging and Shipping Supply Specialists

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                      • #12
                        This is why we switched to the cloudflare SSL. Installed within 24 hours without all the verification hurdles, which seems to never work smoothly with any 3rd party SSL provider. Cheaper, easier and does the same thing.

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                        • #13
                          JoeBTI Thanks for sharing that... are there any steps, or a link to a post, that will help facilitate that quickly and easily for those who want to go that route in the future? Please let me / us know, thank you.

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                          • #14
                            We were told by our TAM that the Sectigo Positive EV SSL was what we needed to compare to the Geo Trust they did away with. Does the cloudflare SSL incorporate the EV?
                            http://www.pack-secure.com

                            Packaging and Shipping Supply Specialists

                            Comment


                            • #15
                              massagestore Just put the order through and sit back & relax. No other steps were needed...

                              Pack Secure Not sure if they have EV. I don't think there is any added benefits with EV, especially now that browsers no longer display your info in the url bar. We did an EV awhile back and for us it was a waste of money.

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