Template Tuning
Template Monster Lousy work and then support designed to make you give up and stop trying to get help

I ordered a template to be installed by Template Tuning. The template was for Magento, an ecommerce platform.in the installation instructions I told them that Magento had already been installed and that I only wanted them to install the template. This was important because I had made several modifications to Magento. I should point out that indicating if you have an existing install is actually one of the their standard options during the sign up process and not some sort of special instruction.

They proceeded to install the template and they overwrote all my existing work and even downgraded my version of Magento.

Then they changed the password and gave me the wrong login information.

This is when things really started to get ridiculous. They insisted that to handle my complaint I deal with this customer service person named Rachel Green. I could tell that I was being handled by some low cost overseas worker probably form Pakistan or India and that Rachel was a made up name so when you agree to buy you think you are dealing with a legitimate customer service person from America. The impression I got was that Rachel's job was to waste people's time and try to dodge complaints rather than try to fix them. She basically just kept insisting that I was wrong, that they hadn't overwritten my files and that my password did work. I sent her screenshots and explained multiple times in different ways the problem and it was always the same type of responses: it's your fault, we did nothing wrong, everything was done properly.

Except that it wasn't done properly.

It took me two weeks of work to get through the layers of support to reach someone who could actually provide any real help. You have to insist to talk to managers by email. You can't call them because their phone number just goes to voice mail and noone replies. I finally got them to admit that I was, indeed, locked out of my site and got them to change the password. Even as this was getting fixed I was still receiving replies from 'Rachel Green' insisting that they did the job properly and that I was either not actually locked out of my site or that I must have changed the passwords and locked myself out of the site. So, in conclusion, they fixed the smallest of the two issues. They never bothered to fix the problem of overwriting my files and I now have to pay another programmer to reinstall and configure Magento.

What you really have here is a company that wants to do the bare minimum and would rather devote resources to pay people like 'Rachel Green' to waste people's time until they get fed up and stop complaining, rather than dealing with legitimate issues in a responsible and ethical way. It's like laziness and greed joined forces and started a company.

To create an analogy, dealing with template tuning is like taking your car to a mechanic and then getting your car back with a huge dent in the side and being handed someone elses key. Then when you ask about the keys and the dent, they insist that they gave you the correct keys and that the dent is either not there or that it must be your fault not theirs.

A total rip off company, in my opinion.

Company: Template Tuning
Country: USA
Site: www.templatetuning.com

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