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CS-Cart Warning About Support Credits Rate Topic   * * * * * 1 votes

 
  • bertbrown
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Posted 25 February 2013 - 10:42 AM #1

Hello,

Just to warn others about buying cs cart. I bought it through a reseller for around £200 a few days ago and this reseller is totaly useless.

I never got my free technical support credits added onto my cs cart account by them. and now I have been told to chase the reseller to get my free technical support credits.

So either buy from cs-cart from the official cs-cart website or buy a totaly different cart or use one of the many free ones out there....wish I had.

Not a good start to an expensive purchase.

 
  • johnbol1
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Posted 25 February 2013 - 11:08 AM #2

who did you buy from?

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  • bartlby37
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Posted 25 February 2013 - 11:17 AM #3

CS Cart is great value - do let us know who the reseller was - publicly naming them might shame them into giving you the support you paid for and may warn others of potential problems. And there's loads of free support to be had through this forum.

 
  • bertbrown
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Posted 25 February 2013 - 05:23 PM #4

Here you go.

www.martfox.com

 

Posted 25 February 2013 - 05:40 PM #5

It is the reseller's responsibility to work with CS-Cart Support to create the client's support account and transfer the support credits to their account. Is that what you are saying did not happen in your case?

Two things to consider:

1) While you only receive 30 Support Credits with a Resold License (and save $40) instead of 40 Support Credits with a license through CS-Cart.com you can invest the savings in additional support Credits through the Services menu and actually receive 55 Support Credits when going the reseller route.

2) Most of the support that CS-Cart store owners receive is provided through this forum, free-of-charge.

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  • johnbol1
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Posted 25 February 2013 - 05:53 PM #6

I got mine OK from Martfox a few times

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  • bertbrown
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Posted 25 February 2013 - 06:37 PM #7

Hi, Well its like this, I bought cs-cart from this reseller and I was due Support Credits that I never got and when I contacted CS-Cart Customer Help desk I was told to chase up the reseller to get my Support Credits that I am due.

Everyone is quick enough at taking the money so why should I have to waste time chasing up people I should have been given the Support Credits without even asking for them at all. Anyway the script was never even setup on Martfox server either which was part of the package and the service was down three times in a fwe days...so not a good start at all.

Is it.

 
  • StellarBytes
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Posted 25 February 2013 - 07:22 PM #8

This isn't CS-Cart's fault, this is Martfox's fault. Only Martfox can resolve this issue for you.

Simple tip - read recent reviews before you purchase from any company in future.
Hire StellarBytes for CS-Cart Design & Development Services

 
  • bertbrown
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Posted 25 February 2013 - 10:02 PM #9

Well I would say its cs-cart that really controls the licence for the cart.

It was a really bad decision to buy this product as most of the so so good reports came from this site.


I just chose them as they gave you hosting package along with installation of the script, never had the script installed and the hosting was never up.

So If I had my time again I would not buy this ever.

Thanks.

 
  • kickoff3pm
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Posted 25 February 2013 - 10:36 PM #10

I don't think it's fair to critise cscart, although any good support department might chase this up for you, my experiance with csc is that you need to be very clear in asking the questions. I suspect their first response was to send you to the reseller as it's their responisbility.

Can you not get a refund from the reseller ?
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Posted 25 February 2013 - 11:41 PM #11

I agree with everyone else here. Martfox is at fault here, not CS-Cart...though I would add that if this happens repeatedly, CS-Cart should remove their right to resell.

why should I have to waste time chasing up people



You're going to be hosting with them, right? You better be chasing them up. You'd better know the best and quickest way to get hold of them if something goes wrong with your site. Your attitude and statements here are a bit baffling.

 
  • selectcase
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Posted 06 March 2013 - 10:29 AM #12

I bought direct from cs cart and have found thier service to be excellent and quick plus i got the support credits if needed

 
  • Guest_Sandeep_*
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Posted 07 March 2013 - 07:00 AM #13

There is lots of complaint about Martfox

 
  • martfox
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Posted 16 March 2013 - 01:23 PM #14

Hello,

Just to warn others about buying cs cart. I bought it through a reseller for around £200 a few days ago and this reseller is totaly useless.

I never got my free technical support credits added onto my cs cart account by them. and now I have been told to chase the reseller to get my free technical support credits.

So either buy from cs-cart from the official cs-cart website or buy a totaly different cart or use one of the many free ones out there....wish I had.

Not a good start to an expensive purchase.

I saw your post browsing this forum. Can you post the domain name of your purchased license, or send me a PM. Because I really don't know about some issue regarding CS-Cart licenses. All our customers receive 30 days free CS-Cart support or 40 free support points. Also Martfox sold more then 200 licenses to his customers, What I can remember there were just 2 complaints about the script itself, but never regarding the CS-Cart support points. Also I can't see any support ticket in our backend with related issue.

I would recommend to contact our support, there is not a reason to hold your points in the repository.

Regards

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  • martfox
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Posted 16 March 2013 - 01:30 PM #15

I agree with everyone else here. Martfox is at fault here, not CS-Cart...though I would add that if this happens repeatedly, CS-Cart should remove their right to resell.

Wouldn't be better to ask CS-Cart people how reliable Martfox is as an Authorized Reseller?

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  • martfox
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Posted 16 March 2013 - 01:42 PM #16

...and now I have been told to chase the reseller to get my free technical support credits.

Hi, just contact Martfox support and you will get the points or free support any time.

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  • peteVA
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Posted 17 March 2013 - 04:23 PM #17

Martfox has been banned from another forum I frequent, many bad comments there.

 
  • tbirnseth
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Posted 17 March 2013 - 07:22 PM #18

there are really 2 pieces to the process when a cs-cart license is resold via a reseller.
1) The license key ownership is transferred from the reseller to the merchant
2) Support credits are transferred from the reseller's account to the merchant's account.

These happen simultaneously. So if #2 didn't occur, then #1 didn't either so "technically" the license is still owned by the reseller until THEY transfer it from themselves to you via their helpdesk account. There's certainly no advantage to holding the license and providing support. You'd eat up the value of the support credits in no time with most new users.

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  • alexander
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Posted 19 March 2013 - 01:37 PM #19

Dear bertbrown,

My name is Alexander Shabayev, I am a CS-Cart sales manager and, as you may remember, we discussed the issue regarding technical support credits at the end of February, 2013. I am sorry to hear that the question has not been resolved yet.

We deeply regret that your experience in working with CS-Cart software was darkened by the misunderstanding with free support credits.

The matter is that we have not received any requests from Martfox regarding the transfer of support credits to your Help Desk account. Could you please let me know whether you tried to get in touch with the representatives of the Martfox company, as I suggested, and ask to have the credits transferred?

In turn, we also offered our help in getting in touch with the reseller but received no reply from you, that is why, frankly speaking, I considered the matter to be settled.

As you can see, Martfox have already made several posts in this thread and they are ready to assist, I would advise to provide them with the requested information so that they could help you.

And to eliminate possible misunderstanding and warped judgments, I should state that the Martfox company is one of our most reliable resellers and we never faced such issues during our long-term partnership.

I hope the matter will be resolved as soon as possible and please do not hesitate to contact us if there is anything we can do for you.
Alexander Shabaev,
CS-Cart Sales Representative

 
  • martfox
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Posted 19 March 2013 - 08:41 PM #20

Dear bertbrown,

My name is Alexander Shabayev, I am a CS-Cart sales manager and, as you may remember, we discussed the issue regarding technical support credits at the end of February, 2013. I am sorry to hear that the question has not been resolved yet.

We deeply regret that your experience in working with CS-Cart software was darkened by the misunderstanding with free support credits.

The matter is that we have not received any requests from Martfox regarding the transfer of support credits to your Help Desk account. Could you please let me know whether you tried to get in touch with the representatives of the Martfox company, as I suggested, and ask to have the credits transferred?

In turn, we also offered our help in getting in touch with the reseller but received no reply from you, that is why, frankly speaking, I considered the matter to be settled.

As you can see, Martfox have already made several posts in this thread and they are ready to assist, I would advise to provide them with the requested information so that they could help you.

And to eliminate possible misunderstanding and warped judgments, I should state that the Martfox company is one of our most reliable resellers and we never faced such issues during our long-term partnership.

I hope the matter will be resolved as soon as possible and please do not hesitate to contact us if there is anything we can do for you.

Thank you very much. Also we don't have received any tickets regarding such issue in the past. We hope that the user bertbrown will start a communication with us directly or will reply to this post.

Best regards

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