Hi Everyone.
During the site migration process we have not been able to keep up with the premium support requests. So there is a bit of a back log. We are setting aside this week and next week primarily on clearing this back log. I am very sorry we have not been able to answer your support requests over the last couple of weeks.
Also there was a bit of a hitch with the database migration. For many posts the first posts content was dropped. Also we were not able to successfully transfer your WP admin and FTP user details.
If you have a support request pending or have a conversation that has not been resolved, it would greatly help us out if you could post your problem again in the same thread with wp & ftp info if they are needed.
While I have got your attention I would quickly like to talk about our Premium Support service and get feedback from the community. Basically there are some things we can help you out with and other things that may require you to hire a consultant.
We can help with
- General help with the plugin, how things work etc.
- API and Session key problems, if you cant activate your gold cart we will do this for you and refund your support request.
- Debugging shipping problems, problems you are having with our shipping modules.
- Debugging Payment gateways, problems your having with integration with your selected payment gateways
- Bug reporting. If you discover something in wp e Commerce that is not working as it should. If it is our fault we will fix the issue and refund your support token.
- Upgrading issues, upgrading your site from 3.7 to 3.8
- Minor ( and I do stress minor ) theme problems. If you are having a problem with our built in themes then we can help. We can help with minor changes or help with other peoples themes.
What we can not help with
- Individual custom work. If you want WP e-Commerce customized in any way, unless its a minor and quick job, due to time restraints, we can not do it, but we can note it down and maybe implement it in a future version.
- Help that is not directory related to the WP e-Commerce or our Plugins.
- Getting your theme to work. Well this is a grey area. Basically the 3.8 version of WP e-Commerce is not guaranteed to work with all publicly available WordPress themes. Unfortunately, due to the way some themes are built, including some of the more popular WP themes like Thesis, e-Commerce integration can be problematic. WP e-Commerce really needs your theme to have a page.php file in it. Also sometimes themes that allow a lot of customization in the dashboard can override our theme files styles which can also be tricky to fix. We are going to be putting a lot of time in our docs site about themes and workarounds for popular WordPress themes that dont work correctly as well as building a list of ones that do over the coming days and weeks.
So as you can see this is a grey area, basically the rule of thumb is if we think we can fix your theme problem with half an hour than we will fix it, beyond that, and if its a theme built using non standard WordPress theme techniques we just don’t have the resources. But really, to be honest, most themes do work. You can always download WP e-Commerce for free and see if it works with your theme.
Why only 1 support token?
We often get criticised for only giving one question per gold cart sold. And from the outside it seems like a fair criticism. But look at it from our point of view. The gold cart only costs $40 dollars and with that you get one token. This token can be used to get help from WP e Commerce experts for up to half an hour. Now how much does it cost to hire a web consultant that might not even know WordPress as we do for half an hour? Substantially more.
We are a small team and we need to balance our workload, the more time we spend on support, the less time we have to work on future versions, upgrade or make new plugins etc.
Our Policy is if the support post is deemed to have valuable information for others, we will move the post to the free forums when the issue has been resolved (providing the post contains no personal info). And we are now making a big effort to make sure our docs site gets will becoming full of useful info. ( I know its a bit bare at the moment).
We are currently looking at other options for selling support, would be great if anyone had any ideas.
A great new ( and often requested ) feature of our new site is that an email should be sent out as soon as your post is answered, this should speed up the time is which your issue is resolved.
Also please be aware of the time difference. Here in the Shire we are about 14 hours ahead of New York time. So if you post on friday UST we are enjoying our hard earned weekend and will get back to you when we come in on Monday NZT.
Again very sorry about the support of the last couple of weeks while we have been migrating our site, we will strive to resolving your issue over the next week.
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