Snoggletog
Posts: 60
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| Posted: 06/05/2012, 7:50 AM |
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This is getting a farce and unacceptable. I just got another response in regards to tickets that have been open for nearly a MONTHS saying that they are still investigating. I understand that some tickets might take a bit longer, but a month is unacceptable.
THEY ARE BLOCKING THE PROGRESS OF MY WORK. I can not upgrade because they are unable or unwilling to help fix the bugs they have in CCS 5.
WHO ELSE HAS TICKETS RUNNING WHICH HAVE BEEN PENDING FOR MORE THAN TWO WEEKS ???????????????????
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roeya
Posts: 181
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| Posted: 06/11/2012, 5:50 AM |
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Hi,
Most of the tickets I open are resolved in an acceptable time, however there are cases where things are not resolved. All this cases so far where not critical and an alternative way was provided.
Sometimes Yes ask for an example project that display the bug and in this cases they will not help if you do not send them an example project with the bug.
_________________
http://www.infoneto.com/ |
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Jan K. van Dalen
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| Posted: 06/11/2012, 6:47 AM |
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On 6/5/2012 10:50 AM, Snoggletog wrote:
> This is getting a farce and unacceptable. I just got another response in regards
> to tickets that have been open for nearly a MONTHS saying that they are still
> investigating. I understand that some tickets might take a bit longer, but a
> month is unacceptable.
>
> THEY ARE BLOCKING THE PROGRESS OF MY WORK. I can not upgrade because they are
> unable or unwilling to help fix the bugs they have in CCS 5.
>
> WHO ELSE HAS TICKETS RUNNING WHICH HAVE BEEN PENDING FOR MORE THAN TWO WEEKS
> ???????????????????
> ---------------------------------------
> Sent from YesSoftware forum
> http://forums.yessoftware.com/
>
Have you asked for an update?
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Snoggletog
Posts: 60
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| Posted: 06/11/2012, 6:56 AM |
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lol, ONE UPDATE ? I am asking them every week and get to hear that they are still investigating. I agree with InfoNeto that CC is usually very reliable and answers tickets within a reasonable time. I mention that because I want to stay fair.
But the fact that they hang me out to dry is not fair. The bug messes up all image links and regular links after the update from 4.3 to 5.0 (750). Maybe it is just related to ASP.net Inmotion. This happens no matter how small or big a 4.3 project is. After the update it becomes unusable. Even if I recreate the links manually, the bug still prevents proper links.
Fact is that I have no serious interest to recreate this project with 400 pages and plenty of custom code from scratch.
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DataDoIT
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| Posted: 06/11/2012, 7:32 AM |
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We've had tickets open for years. :)
But in their defense, all two of the support folks are overworked and
likely underpaid.
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Snoggletog
Posts: 60
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| Posted: 06/11/2012, 9:10 AM |
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Please do not get me wrong. I love Codecharge. And again, usually they are prompt and reliable as I mentioned before.
I agree that they might be overworked but then, we all are. I work 100 hours every week, and if I did that to my clients they would give me a royal GFY.
Communication is the key here. I was told they passed the bug on to the CCS developers which is fine. But it is most definitely not my job to chase them down to get updates every week for a ticket that has been open for more than six weeks. This is not fair and gives me the impression that they hope I will forget about it and just go away.
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DataDoIT
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| Posted: 06/11/2012, 1:44 PM |
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There was an update released a few days ago:
http://support.yessoftware.com/updates.asp
Maybe your fix is in there.
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Lucius
Posts: 220
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| Posted: 06/12/2012, 4:00 AM |
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Usually the support for me is provided in reasonable time. However I have few issues submitted that are not yet solved for a long time and no update has been given to me:
- one is over 2 months old and it involves custom JS added to an Update Panel page (like floatbox). Update Panel breaks the functionality of custom JS
- second one regards features assigned to hidden records/grids under Update Panel. They are broken because objects are hidden and update panel does not restore them like page refresh would.
I have also 3 more tickets open with various issues, that are under 1 month old.
In all fairness I haven't yet checked if they have been fixed in new version, but quick glance in patch notes tells me that most likely they have not been fixed.
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