EmilyP:
Hi,Emily here with Shopify! How can I help you today?
dwayne:
Hi,I cannot get my deleted tags to stop showing up in my productsfilters.
dwayne:
Ihave removed the tags from all products - they still show up in thefilter list on my catalog page
EmilyP:
ok,let me take a look for you!
dwayne:
Certainly
EmilyP:
WhatI can do that may help is to clear the front-end cache of your storefor you, to make sure that deleted tags stop showing up
EmilyP:
I'lljust need a little more information so I can verify you as theaccount owner (for security purposes!). Could I please get thebilling address associated with your account, and the last 4 digitsof the credit card we have on file?
dwayne:
OK.Please let me know - is this something I will have to contact supporteach time to do?
dwayne:
Orcan I do this myself with my store?
dwayne:
mycharge number is **** (removed for privacy)
EmilyP:
flushingthe store's cache is only something that support can do, but it'sreally quick!
dwayne:
Mybilling address is 81 ***** ****** (removed for privacy) **** mo
EmilyP:
perfect,thanks so much!
EmilyP:
I'llgo ahead and take care of that right now
dwayne:
Andit is totally inconvenient that it is not possible to make thisadjustment myself.
EmilyP:
alright,if you check on the products now, that should have fixed the problem
dwayne:
thereis no list at all at this time.
EmilyP:
nolist on the catalog page?
dwayne:
nofilter list.
dwayne:
Idid not want to deactivate the filter list altogether. I wanted todelete the unused tags.
EmilyP:
thefilter list is always going to be based on tags, so it should showwhatever tags you have applied right now
dwayne:
No.The filter list is absent now.
dwayne:
Pleasesee for yourself.
dwayne:
Thisis already a debacle.
dwayne:
(store info removed per BHW)
EmilyP:
okay,let me take a look
dwayne:
I'msorry, I'm a little puzzled why you didn't second check your work tostart with?
EmilyP:
I'mgoing to take a look at your page to see where the filters listshould be, and see if there's an issue there
EmilyP:
flushingthe store's cache shouldn't have interfered with the filters
dwayne:
Iunderstand. Why did you not do that to start with?
dwayne:
Iunderstand. But it did.
dwayne:
Ichecked the shopify forums, and it seems this bug has persisted sinceat least 2013.
EmilyP:
Didyou delete all the tags from all your products?
dwayne:
Ideleted all the tags.
dwayne:
Fromevery product.
dwayne:
ThenI added a tag to a single product "folding knives"
dwayne:
itis my only existing tag on any product at thist ime.
dwayne:
Ihave no filter list available now on my catalog page.
EmilyP:
Clearingthe cache is basically just updating your store, to be sure thatthere's no old data still hanging around
dwayne:
OK?
dwayne:
So,why did it remove my filter list? It sounds like your system is buggyas hell.
dwayne:
Pleaselet me know?
EmilyP:
I'mlooking at your site now, and I see a filter list with your tags
EmilyP:
flushingthe cache shouldn't have caused your filter list to go anywhere
dwayne:
onlyat this point did it just arrive.
dwayne:
itwas in fact gone.
dwayne:
So,in the future, if I want to delete tags, I have to contact supportfor such a simple administrative level procedure?
dwayne:
Iam not certain how that could be anything but inconvenient to a storeowner.
EmilyP:
No,when I clear the front end cache, it's just an instant update of yourstore, but your store does update by itself on a regular basis
dwayne:
Itwas not doing so. This is why I contacted you. I am not certain whyit is necessary to argue. This bug has existed and persisted for manyusers as documented in your own user forums.
EmilyP:
So,if you contact us, we can speed up the process, but it will happen byitself after a little while anyway
EmilyP:
Ican definitely pass this issue along to our developers, though, sothey're aware that it's something going on
dwayne:
Thisissue is very well documented on your own forums.
dwayne:
Yourown clients argued with support for many long threads about theissue.
dwayne:
Howcould the developers NOT already be aware?
EmilyP:
Theymight already be aware, and trying to sort it out - I won't know forsure until I get in touch with them
dwayne:
Thefirst posts were in 2013.
dwayne:
That'sthree years ago. This problem has been allowed to persist for 3years.
dwayne:
Iam definitely saving this chat and posting it online to warn otherswho might use shopify. This is totally irresponsible.
EmilyP:
wouldyou be able to send me a link to the forum page you were reading? I'ddefinitely like to read up on it myself, so I'm more familiar withthe issue for the future
dwayne:
Iam fairly certain your developers are doing nothing about the issue,while customer support reads off of a flowchart.
dwayne:
I'msorry, why can't you search for it?
EmilyP:
Ican, I just thought I would ask, to be sure we were looking at thesame page
dwayne:
Iwas under the impression that you would know your own platform sinceyou are "support" ?
dwayne:
certainlyyou aware of this bug? It would be unusual if you were not informed?
EmilyP:
I'veactually never heard of this bug before.
dwayne:
Thatwill look interesting on the ecommerce forums and youtube. "Shopify'scustomer support is not aware of long term bugs that have beendriving users crazy"
EmilyP:
Sir,our developers take bugs in our system very seriously
dwayne:
It'sdisappointing. Clearly this is not a stable platform for a long termbusiness.
EmilyP:
Ifit is, in fact, a bug, I'm sure they are looking into it
dwayne:
"I'msure" they are too.
dwayne:
Sinceit has persisted since 2013.
EmilyP:
I'mactually looking through or forums right now, and I'm not seeinganything on the specific problem you were describing, sir
dwayne:
(Thread was posted here to Support - BHW Will not let me share this thread)dwayne:
Thisone is from 2013.
dwayne:
Theend-users are going nuts while support gives them "we're sorryand working on it!" answers
dwayne:
butthat was 2013
EmilyP:
Okay,I do notice that the support team mentions that they've been workingon it, and have already greatly decreased the amount of times that ithappens
dwayne:
"greatlydecreased"
EmilyP:
LikeI mentioned before, I can make a note of this issue happening withyou now, and pass it directly onto our developers
dwayne:
Thatmeans it is still a total bug, as it is still happenning to me
dwayne:
sohow is it greatly decreased
dwayne:
Thismeans your platform is totally buggy, and you are aware of it.
EmilyP:
No,it doesn't mean the platform is totally buggy, it just means thatthere may be a few small bugs that occur once in a while. That's areality on any platform, and while I realize it's frustrating, it issomething our developers continue to work on constantly, to be surethat we're always improving
dwayne:
No,on a business platform, it is not a reality on every platform.
EmilyP:
asI mentioned, I am going to let our developers know about this, to besure that they are looking into the issue
dwayne:
Andif you cannot fix something as simple as "tags" in yourcode, then it is way buggy. I myself am a developer.
dwayne:
Theyknow.
dwayne:
Theyhave known since 20143.
dwayne:
2013.
dwayne:
Again,I will be posting this chat on every blog and youtube channel I haveaccess to.
dwayne:
Itis important other business owners know to avoid this unnecessaryfrustration.
dwayne:
Ifyou cannot control your own store, there is no point in starting astore.
dwayne:
Thepoint of starting a store is to control it. It is so basic it is oddto have to tell you this.
dwayne:
Yoursupport team said in this post(Thread was posted here to Support - BHW Will not let me share this thread) in 2013 that they were working on it.
dwayne:
Thestore owners point out they are losing loads of money over theproblem.
dwayne:
Andstill it is uncorrected. This is absolutely irresponsible on the partof shopify.
EmilyP:
Iunderstand that you're very frustrated with the problem, and I know Iwould be too if I was a store owner encountering this.
EmilyP:
Atmy level of support, I'm not able to do anything myself, other thanget in touch with our developers
dwayne:
actually,it seems this problem has existed since 2007 !!!
dwayne:
(Thread was posted here to Support - BHW Will not let me share this thread)
EmilyP:
Iam going to do everything that I can to make sure the right peopleare working on the issue, and aware of this, but that's really allthat I have the power to do
dwayne:
Thatis not true.
dwayne:
Supportsaid that in 2007, support said that in 2013.
dwayne:
(Thread was posted here to Support - BHW Will not let me share this thread)
dwayne:
itdoesn't seem support can do a thing about the issue.
dwayne:
itdoesn't seem the developers will fix it.
EmilyP:
Sir,what can I do today to help you out? I'm here to do what I can, so ifthere is anything I can do, I will definitely do it
dwayne:
(Thread was posted here to Support - BHW Will not let me share this thread) thatis the first post from 2007
dwayne:
Itdoesn't appear you can do much more than make the same empty promisessupport made in 2007 and 2013?
EmilyP:
That'swhy I'm asking you now, if you can think of anything that will behelpful from me
dwayne:
So,in short, you are asking me to tell you how to help shopifycustomers?
dwayne:
Iam fairly certain that is what I contacted you to learn?
dwayne:
YOUare support. You are supposed to have the ability to tell me how YOUcan help me?
dwayne:
Otherwise,where is the support?
EmilyP:
Ihave mentioned that I can pass this problem onto developers, andthat's the best solution I have at the moment
dwayne:
Ihave told you they have known since 2007 and 2013, and done nothing.
EmilyP:
theforum posts you're sending now are actually irrelevant to the issueand the bug you say you're dealing with
dwayne:
Anddid the legwork to show you the forum posts on your own forum.
EmilyP:
They'reabout how to delete tags, and merchants not knowing how to do that
dwayne:
Whichtook all of typing into google "deleting tags shopify"
dwayne:
butyou could not even locate?
dwayne:
Thisis laughable.
EmilyP:
Thoseare tutorials on how to delete tags
EmilyP:
theyare not reported issues
dwayne:
No,the merchants delete them, and they still show up. Clearly you didnot read them.
EmilyP:
Sir,I realize that you're frustrated, but there's nothing I can do otherthan report the problem to our developers
EmilyP:
Iam not a developer. I am here to help answer questions, and passthings along through the proper channels
dwayne:
(Thread was posted here to Support - BHW Will not let me share this thread)
dwayne:
Thisis clearly not a tutorial
dwayne:
Seethe link above.
dwayne:
Thepeople are going nuts with frustration,in 2013. Support promises themagain and again "developers are working on it".. but theproblem exists still in 2016
EmilyP:
Ifthere's nothing else I can do for you today, then I'm going to haveto end this chat, sir. I've already told you everything I'm able todo.
dwayne:
thatis exactly what you said to me.
dwayne:
Verywell. I will post this chat everywhere. Business owners do not wantto start a busienss on a buggy platform. It is clear "Support"has no solutions, but does have a nice flowchart to read tofrustrated folks.
EmilyP:
Sir,I do not use a flowchart. I approach each issue to see what I can do.
EmilyP:
LikeI said, I'm not a developer.
EmilyP:
soyes, sometimes there are limitations to what I am able to do. But sofar, I have done everything in my power to help you.
dwayne:
Ifyou developers cannot fix something as simple as a "tag"function, then they are not developers, either.
EmilyP:
Alright.thank you for contacting Shopify support, like I said, I will passthe issue along to our developers.
EmilyP:
Havea nice day.
