jontobey Posted July 16, 2014 Share Posted July 16, 2014 (edited) UPDATE: You can read the whole sordid thread below, but if you really need help with Prestashop, I suggest going directly to Lesley Paone @ dh42.com. ([email protected]). He answers the phone and did for free in a few minutes something Prestashop wouldn't even bid or start on until I'd purchased a minimum $399 contract, which they burned through to no effect. I'm not saying this to cut Prestashop out, they referred me to Lesley after they could not help me. The contradiction in experiences was marked. I love this guy and would not have been able to launch my site without him. After not getting my questions answered here or anywhere else, I paid for support. Then I filled out a ticket. But since the ticket was not submitted during business hours, it was automatically closed and cancelled.I cannot even image a system where you have to submit a ticket during certain hours, but it does seem entirely consistent with some of the "logic" this platform uses. Edited July 31, 2014 by jontobey (see edit history) 1 Link to comment Share on other sites More sharing options...
samyha Posted July 17, 2014 Share Posted July 17, 2014 Hello jontobey, I'm really sorry about your misadventure! That is not normal, our system shouldn't reject tickets, even if they are sent outside of working hours, that might have been a technical problem. Could you post me your Addons Id or send me your email address in private so I can take a look to see if it was sent anyway? Thanks a lot! Link to comment Share on other sites More sharing options...
jontobey Posted July 17, 2014 Author Share Posted July 17, 2014 Ticket 4105 Link to comment Share on other sites More sharing options...
samyha Posted July 18, 2014 Share Posted July 18, 2014 Hey Jontobey, Thanks a lot for the details, I'll check with my colleagues to see what went wrong and I get back to you as soon as possible! Thanks a lot Link to comment Share on other sites More sharing options...
jontobey Posted July 18, 2014 Author Share Posted July 18, 2014 (edited) That would be great because I refiled the ticket and aside from a very cryptic email yesterday that did not help, I have heard nothing and it would be great to get some progress on this before I lose the weekend. And PS this is the paid support... Edited July 18, 2014 by jontobey (see edit history) Link to comment Share on other sites More sharing options...
jontobey Posted July 18, 2014 Author Share Posted July 18, 2014 (edited) If any of you are thinking of paying for support this is the 2nd answer I got, after filling out the form in detail, sending 3 screenshots, and asking the question in 3 different ways:" Hi Jon, I checked this issue with PrestaShop core developers, this how it is set, you can get in touch with your account manager to find the module that can help you for this stock transfer from the products locally set quantities to the advanced stock management. Regards," This is, I'm sorry, complete gibberish. If I'm paying for support and ask a specific question could somebody please take the time to read and answer the question? I don't want to buy, yet another, module I want stock management to work. I've already spent close to $1000 on modules that don't work because stock management isn't working. Edited July 18, 2014 by jontobey (see edit history) Link to comment Share on other sites More sharing options...
jontobey Posted July 18, 2014 Author Share Posted July 18, 2014 Resolved with a very pleasant and helpful phone call. Link to comment Share on other sites More sharing options...
samyha Posted July 18, 2014 Share Posted July 18, 2014 Hey Jontobey, I'm glad to hear that! Don't hesitate to contact us or to post if you have any further question I wish you a good week-end! Link to comment Share on other sites More sharing options...
jontobey Posted July 19, 2014 Author Share Posted July 19, 2014 (edited) Well, sent in a new ticket (#4141), same issue. Closed because of business hours. Your system to report bugs has bugs. Guess I'll get up early EST to resubmit on Monday AM. Edited July 19, 2014 by jontobey (see edit history) Link to comment Share on other sites More sharing options...
samyha Posted July 21, 2014 Share Posted July 21, 2014 Hello Jontobey, Sorry about that, I couldn't find your ticket in our database. You can also contact our support team by email at support(at)prestashop.com. How did you contact our team, on the Addons website or the PrestaShop website? Thanks for the details! Link to comment Share on other sites More sharing options...
jontobey Posted July 21, 2014 Author Share Posted July 21, 2014 http://prestashop.freshdesk.com/support/tickets/4141 Link to comment Share on other sites More sharing options...
samyha Posted July 22, 2014 Share Posted July 22, 2014 Hello, Thanks a lot. This website is our US support website, and Indeed, you cannot submit a ticket outside of the business hours, otherwise it will be automaticvally closed. Could you please resend it beetween 9:00 am and 17:00 PM ? A member of our team will take a look at it. Thanks a lot for your comprehension. Link to comment Share on other sites More sharing options...
Dh42 Posted July 22, 2014 Share Posted July 22, 2014 Can I ask why that is? I use freshdesk to, that can be adjusted. Link to comment Share on other sites More sharing options...
bellini13 Posted July 22, 2014 Share Posted July 22, 2014 Could you please resend it beetween 9:00 am and 17:00 PM what timezone is that? what if the person submitting the ticket does not reside in this timezone, and it is 3am for them? why not accept the ticket during non business hours and assign to someone to review during business hours? Link to comment Share on other sites More sharing options...
samyha Posted July 22, 2014 Share Posted July 22, 2014 Hi, It's the US timezone, and we checked jontobey's account he lives in that timezone too. The system doesn't allow tickets outside the business hours, and I agree on the fact that it needs to be adjusted, our team is aware of this and is working on it . Thanks for your feedback! Link to comment Share on other sites More sharing options...
jontobey Posted July 22, 2014 Author Share Posted July 22, 2014 It simply doesn't make sense to require a ticket during working hours. Especially when I'm paying for help. Especially when there is no notification anywhere that the ticket you are filling out in infinite detail because you are never going to talk to this person is going to get automatically trashed. Link to comment Share on other sites More sharing options...
benjamin utterback Posted July 22, 2014 Share Posted July 22, 2014 It simply doesn't make sense to require a ticket during working hours. Especially when I'm paying for help. Especially when there is no notification anywhere that the ticket you are filling out in infinite detail because you are never going to talk to this person is going to get automatically trashed. Good point about the notification. We changed the ticket system for only working hours because we were getting too many after-hour support tickets and subsequent complaints. The time to submit tickets is 9AM-5PM EST . That means if you live in California, you have from 6AM -2PM to submit a ticket. This is a new initiative and of course feedback is welcome. I agree that something should be better communicated so you don't waste time creating a detailed ticket. Link to comment Share on other sites More sharing options...
bellini13 Posted July 22, 2014 Share Posted July 22, 2014 does this ticket system only support US customers? what if the customer if non-US? if you restrict from 9-5, then why allow the submission only for it to be immediately closed? why not disable the ticket system completely, and show it is offline? Link to comment Share on other sites More sharing options...
Dh42 Posted July 22, 2014 Share Posted July 22, 2014 @bellini They are using freshdesk it looks like by the email address above. I don't think it has a turn off option. But on thing it does have is this http://screencast.com/t/a180WRaIfDnk You can add a rule that if someone contacts you after hours, you can send them a message that says something like "We are currently closed, our hours are from xx to xx Monday - Friday. We will address your ticket first thing in the morning," This is how ideally it should be handled in my opinion. Link to comment Share on other sites More sharing options...
benjamin utterback Posted July 23, 2014 Share Posted July 23, 2014 Hi, Okay so there is some confusion. There is a message that comes when you send a ticket after hours. It's the standard message saying that it is after-hours and we will open it during normal business hours. So, there is a notification. Also, the ticket is closed automatically but it is not lost, so there is no time wasted by sending the ticket. It's automatically closed, and reopened during normal business hours, all of this is communicated in the message notification after the ticket was sent. Link to comment Share on other sites More sharing options...
bellini13 Posted July 23, 2014 Share Posted July 23, 2014 Hi Ben, I believe this thread has shown some contradictions to your statement. the user submitted a ticket and had to reach out here to get the ticket re-opened and initial contact made. Link to comment Share on other sites More sharing options...
jontobey Posted July 23, 2014 Author Share Posted July 23, 2014 That is not the message I recieved and even Samya above noted she could not find my ticket. Tickets are cancelled and must be resubmitted. Link to comment Share on other sites More sharing options...
benjamin utterback Posted July 24, 2014 Share Posted July 24, 2014 That is not the message I recieved and even Samya above noted she could not find my ticket. Tickets are cancelled and must be resubmitted. Hi, I'm sorry that was my mistake. The ticket is closed but not lost, you can still view the closed tickets to resubmit them during normal business hours. All of this is explained to you. It's not the best solution and we know that it will improve with time. That is the way it is right now. There were multiple problems we encountered with clients and overall management when tickets were able to be submitted at all times in the evening and weekend. Link to comment Share on other sites More sharing options...
jontobey Posted July 25, 2014 Author Share Posted July 25, 2014 (edited) Now I'm being charged to fix a known bug in 1.5, which would be free to fix in 1.6, which I would upgrade to except the software is not upgradeable. There goes another $400 thrown away on "free software" just to get my site running to the point where I can replace it with something that actually works. BTW, this "bug" is that my shipping suddenly evaporated. Gone. Overnight. And, I have to pay to fix that. And even thought it's a known bug and I filed the ticket on Sunday, oops Monday, I might get it fixed today, Friday. I have to say that if you are extorting me to fix things you have designed incorrectly that it would be nice if you could do it a little faster. Edited July 25, 2014 by jontobey (see edit history) Link to comment Share on other sites More sharing options...
Dh42 Posted July 25, 2014 Share Posted July 25, 2014 What is the bug you are referring to? Link to comment Share on other sites More sharing options...
jontobey Posted July 31, 2014 Author Share Posted July 31, 2014 Dh42, I have no idea, it never got fixed. Link to comment Share on other sites More sharing options...
Dh42 Posted July 31, 2014 Share Posted July 31, 2014 Was it a bug or a configuration error? For warehousing to work you have to move the stock to the warehouse and enable the shipping method from the warehouse. If you don't do that, carriers will not show during the checkout process. Link to comment Share on other sites More sharing options...
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