X-Cart forums

[SBF]

I've seen questions/comments about this product in various forums so I hope this is the best one.

I've used T-HUB in the demo and purchased it and been using it for approximately one month and am having a terrible time getting support. I submitted a ticket on 11/3 with no response and while demoing the product I would get emails from "Manish" when I got started but he/she has not responded in weeks. I have a couple simple (I hope) issues that I cannot get resolved, I hoped that someone here that uses the product might know what is going on.

I am using QB 2009 for the import.

1. All Amazon orders have the preferences set to mark the Sales Receipt as payment method "Amazon" and shipping method "Ground" yet the sales receipts are not being updated with these variables. Payment method is a variety of Visa, MC, etc. and shipping seems to also toggle from Ground to Priority.

2. X-Cart orders are not being marked "Complete" when we import them in and print the sales receipts. We were told this would happen but we have to manually mark them complete in our X-Cart web admin.

Any help is appreciated.

[balinor]

Moving to Third Party Add-Ons

[SBF]

Anyone? I have a couple tickets in their support system that have gone unanswered for days? Is this normal? I'm ready to dispute our credit card charges with their lack of responsiveness.

[Freakmode]

We had a problem with our T-Hub after they released an update last week.

Manish finally got back to us and remotely installed the fix on our PC here in the office. I must admit he is a little slow to respond took him over a week to fix our issue.

If you try ringing their office both the sales and support lines are never answered - worrying really!

[futurac]

Same here
bought the support plan, and already a week i am mailing them, no one really care.

how come such support possible? its a working software, not gaming..

if i have to insert 30 orders manually, what the f... i need to pay so much for thsi add on?

[feeble_fuel]

Same issue on support here! No support from Atandra.

Since I installed this last fall, I've had the issue of not all orders being imported into Quickbooks. T-Hub gives no indication there are still orders on server that haven't been imported so I have to manually compare between the online orders and the Quickbooks to find the missing orders, then go to T-Hub and manually search for each missing order to get T-HUB to grab it from the server and load it into Quickbooks.

I had a ticket submitted last fall and a Mike Johnson communicated with me once or twice. I sent him all the details and access to my server and have not heard boo after several attempts to communicate with him. Now my support ticket isn't even listed anymore. This is very disconcerting and poor service on Atandra's part.

[SBF]

Yes, I've had no further luck really. I also am having trouble with the mapping. Anyone else finding items are mapped correctly yet the Sales Receipt shows an incorrect mapping? We're seeing like 3-4% of orders not going into QB correctly, yet when checking the mapping it is correct?

Anyone see this?

[feeble_fuel]

Still having the issue of not all orders getting process into Quickbooks unless I do a manual compare and tell t-hub the specific order number. Anyone else with this problem. I'm told I'm the only one and Atandra can't figure it out. Frustrating...

[atandra]

Just saw this post - just wanted to update that the issue with missing orders was resolved a long time ago - it was to do with incorrect order status for some orders.

[Kramerica]

Originally Posted by feeble_fuel

Still having the issue of not all orders getting process into Quickbooks unless I do a manual compare and tell t-hub the specific order number. Anyone else with this problem. I'm told I'm the only one and Atandra can't figure it out. Frustrating...

It's been several months now, has this been resolved for you? How about an update? Can anyone else comment on recent support from Atandra?