Pixel Productions, Inc

We worked with this particular client over a long period oftime in which the client would be non-responsive for several weeks at a time.We worked diligently to complete the site to the client’s desired designrequests and functionalityThe site was tested and functioning properly attime of launch
Check out was tested several times with successUpon site launch we attempted to provide a seamlessmigration and assisted in trouble shooting issues that did arise as we do withall clients (our company policy is days transitional support).In migrating this specific site we followed Google’s best practicesfor setting primary domain and redirects as stated in an email to client onMay 13, 2015:Both the wwwandnon wwwversion of your site were claimed as per Google guidelines.Both had been setto use www.***.com as the primary(see link below)***was set to redirect to the primary. Unfortunately, this client was overwriting many of our settings forexample in the BigCommerce admin area the client had set the default domain tobe non wwwWhere we had specifically stated in our previous email that inGoogle webmaster tools it was set to www.This consequently led to analytics trackingissues and duplicate page content.We proceeded to assist in correcting these issues until the client disallowedour access to the siteAt this point the client had communicated to us that she had allowedother designers/developers access to the site.Client continued to email and call regarding help and updates forwhich we answered phone calls and replied to emails which were met with noresponse from the clientHowever, the client did send several emailsexpressing upset that we weren’t replying.This was confusing to us and On June 18th this wasaddressed in an email stating: “Employee X hadreplied to your emails and calls several times in an attempt to help withissues. He had also clarified that we are currently not in a position tohelp as we no longer have admin access to any of your accounts.We’ve got meetingsscheduled throughout the morning, but we would be happy to arrange a calllater, please advise.”Pixel did not receive any replies to this orany attempts to schedule a call for assistance.The site was live and operational upon our payment ofbalance due and site launch.Pixel will not be providing a refund in any amount for thisprojectYou can also see in the attached reports run from the client’sGoogle Analytics tracking that clearly show traffic prior to site launch on the28th of April, a dip in traffic (which is normal) when the new sitemigration went live, and then a steady increase in traffic after site launch(which is desired)
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Complaint: [redacted]I am rejecting this response because: it's sad that pixel productions is blaming us for our site not working. Several of the statements that were made by pixel productions are either lies by the management. Or an employee has lied to them. We have just had to hire another website designer to fix the problems with the site. There are 7 things that need done. The first of which is when a customer is trying to order from their phone. If a customer puts an item in there shopping cart they are unable to see the shopping cart to check out. Some of them call us, many don't. We we have been in business for over 20 yrs. I can't imagine not even contacting an unhappy customer to see what we can do to fix the problem. Pixel Productions answer to our complaint should tell everyone what kind of company this is. Thanks [redacted] Sincerely,[redacted]