[Solved] Unhappy customer

[EasyTiger]

I discourage any potential buyers from buying products from prestashop / prestastore. I bought the module that links the template prestashop to Authorize.net. Today it is exactly one month that the technical support of prestashop was unable (or unwilling) to assist our webmaster to make the connection work. They showed a complete lack of responsivness and cooperation. Again, based on this very poor quality of support, I discourage strongly any potential buyers from selecting their products.

[Damien Metzger]

Hi,

The first e-mail we received from you was sent on March 22nd.
It takes some time to reply to everyone, but don't worry, you will have an answer.

Regards,

[EasyTiger]

Our webmaster was getting runarounds from you since the day we bought your product, month ago

[Damien Metzger]

You can't blame me for an e-mail you didn't send
I'm sorry that you had any problems with a module, but please report us the bugs immediatly, so everyone can benefit from the fixes.

[Ciscowrig]

Not really my business but EasyTiger you're really bugging me - IT'S OPENSOURCE. If you bought a module, it was on you to test it and make sure that it worked without bugs. We don't "buy" PrestaShop, we contribute to it. The add on modules are another story, but they're still not a reason for you to get all worked up. Our company started testing Prestashop in November and we still work out bugs with various modules.

Get off your high horse and fix the problem yourself if it's that big of a deal.

With the attitude your taking I'd not fault the PrestaTeam if they just outright ignored you. A little sugar goes a long way to getting what you want. Vinegar will just sour people to you.

[EasyTiger]

Mea Culpa for my (excessive?) upset in my previous post.

Thanks to a very efficient help from the Prestashop people, a solution was found to our problem. They made an exceptional effort to find solutions – even outside normal working hours.

We have to understand the Authorize.net payment process.
When we process a transaction from a Prestashop template, a request is sent to Authorize.net. In our case, Authorize.net submits this transaction to North American Bancard Inc. (Bancard). Bancard then handles this transaction with our bank.
Once the transaction is accepted, Bancard sends the information (confirmation) to Authorize.net and responds to Prestashop module (and the website posts the order confirmation).

In our setup we found the following glitches:
- a parametric anomaly between Authorize.net and Bancard (a typo in the merchant account. Authorize.net quickly fixed that)
- lack of response from the Authorize.net module to Prestashop, caused protection right . We have to make chmod –R 755 for authorize module directory.

Once we established communications with Prestashop (by the previous post), their people were always present to track down what was happening in the process. (However, it seems that several of our first communications with Prestashop (using the “Contact Us” form) have not been received by Prestashop (maybe too long, we thought).

Couple additional precisions (important):
- Authorize.net module doesn’t accept commas in the product names. Prestashop will verify that. This is an Authorize.net software limitation that sees that comma as a field separator. Maybe a check of the field format (i.e. absence of a comma might be useful before the message “update successful” is posted when a new product is created.
- Authorize.net accepts only product names of 30 letters or less. Prestashop will also modify the product entry field so it is limited to 30 letters.

In summary, with exception of the points just described above, the Authorize.net module of Prestashop works fine (and always did). Our problems were mainly due to glitches in passing parameters between Authorize.net and Bancard and our error in security parameters in the Prestashop module on our site: missing information about the comma field delimiter, product field length 30 characters limit, security parameters values (755), and the mysterious disappearance of the first messages to Prestashop via the “Contact Us” function of their site.

Many thanks to the Prestashop team (Bruno) for their help and their availability – once we managed to get in contact. They were always present (even late in the evening). Congratulations to their hotline.

[bigboy16]

@EasyTiger: it's up to you to use presta or no, if you wanna have cms that have no bugs and get the quick respons and answer from the official team, you can buy a commercial cms , use your money. if you dont have money and choice to use opensource just be quit and use your brain to help yourself and all the people at this forum to fix all bug's

[EasyTiger]

Good point, indeed. This was NOT FREE. We paid $270 (Euro 200) for that software. I don't know about you, but when I BUY a "defective" product, I expect 1. response from the company (we got response, but only after the posting on this forum) 2. functioning product (ex. Toyota?). Once we were able to establish comm with prestashop, they were very helpful, - and fixed things. Basic "contract" concept, no? (You buy milk and it is sour, you bring it back to store, no? What's so difficult to understand?

[bigboy16]

oh... iam so sorry for that, and iam so sorry for my statement, i even don't know if presta team sell they module now.
couse in my case i get the module for free, i test, and i fix the module by myself,
once more so sorry for my reply, hope your problem fixed immediately..

regard

[enigma32]

Why in hell is your product's name including comma's and over 30 characters in the first place?

Your webmaster doesn't sound too bright, those are things he should've known. I would expect such troubles from a normal end user not a "webmaster"