[solved]Whats the best way to get support for PS 1.7x?

[EverythingsOverpriced]

Hey all,

I'm curious to know whats the best way to get support for issues and bugs I run into with PS 1.7x.

I'm working on a shop for a client who wants to launch their shop in a few weeks. We have been testing stuff and I have encountered a major bug with the promo codes which I reported in the 1.7 forum two days ago, but as yet there is no reply. 

On one hand I am patient and not pushing for a reply as I understand that everyone has limited time. But on the other hand, I am worried that we may have to wait a long time for support should we run into a critical issue with the shop when the business launches.

If I find myself in a position where I am unable to get any help for a major issue and my client is losing money by the hour, thats a very difficult position I would prefer to avoid. My client would rightly say that I am responsible for the situation since I was the one who elected to use Prestashop in the first place.

This scenario makes me a little nervous. I think that being in a position where the shop cannot take orders for several days is disastrous. So I think it's wise to ask a few questions so that I can find the most efficient way to get the necessary help when needed.

• Where is the best place in the forum to post the details of 1.7x issues like this?
• How long should we expect to wait for a reply to a support question?
• If we do not get any response to a question, what should I do next to try to get help asap?
• Is there anything else I should be aware of?

 

I really hope that I can find a way to move forward with PS and keep my client happy.

Thanks in advance for understanding my concerns in this regard. 

Have a great weekend all  

[selectshop.at]

In forum you will get only support of other users. If you found a real bug, than the only place where Prestashop team is working on for to debug, is the forge.

 

[Daresh]

Launching shops on Prestashop 1.7 can still be a bit risky, many bugs and complaints about this version.

[EverythingsOverpriced]

1 hour ago, selectshop.at said:

In forum you will get only support of other users. If you found a real bug, than the only place where Prestashop team is working on for to debug, is the forge.

 

 

Thanks for the Forge link, that's good to know. Although knowing what qualifies as a "real bug" isn't always that easy, I guess I'll just have to use my own judgement. It's a little disappointing to hear that only users give support in the forum. Also I have asked to be notified of replies to my posts, but I didn't get them for your reply. Sigh...

[EverythingsOverpriced]

1 hour ago, Daresh said:

Launching shops on Prestashop 1.7 can still be a bit risky, many bugs and complaints about this version.

That's really disappointing to hear considering that 1.7 was released almost 3 years ago. This news does not inspire confidence.

Do you have any suggestions?

Should we scrap the 1.7 site and start again from scratch with 1.6?

Thanks and have a great weekend all.

[Daresh]

3 years ago? First release was in November 2016 and it was a disaster. Now it's slowly getting better.

I still stick to 1.6 when launching new shops.

 

 

[EverythingsOverpriced]

1 minute ago, Daresh said:

3 years ago? First release was in November 2016 and it was a disaster. Now it's slowly getting better.

I still stick to 1.6 when launching new shops.

 

 

Ah ok then I misunderstood since the first post in the 1.7x forum was made in November 2015. Now I see my calculations are way off anyway LOL  

I guess I should bite the bullet and do a new install of 1.6. Very disappointing given that the forum has a thread all about 1.7 which says it's usable. 

My client will be annoyed to say the least  

[EverythingsOverpriced]

24 minutes ago, ndiaga said:

Hi, 

The 1.6  would be a good choice.

But if you still need support, for 1.7 or 1.6  we can help you with our support plan:  http://ndiagasoft.com/en/support-plans/59-12-months-prestashop-support-plan.html 

 

Thanks that's good to know. What kind of issues would you think would require this kind of support?

The issue I reported in the forum that hasn't been replied to yet is an issue with the promo codes, where users have to refresh the page in order so see that the code has worked. In this situation, should I expect that this kind of functionality should just work, or should I expect to have to pay the $199 for support to get it to work?

For example, I would not like to pay for support just to be told that this problem is with my theme and then I have to go to the theme developer to get it working.

Or is this issue something I should report as a bug in the Forge?

 

Also, with regards to support that you provided a link to, it says there's a

100% money back if you don't get what you were expecting from us.

...which is good to see. But I assume there are some terms by which you would give that refund? If so is it possible to see those terms before purchase? 

I ask because in the past I have purchased some other services (not from here of of course) where the terms of the money back guarantee were unclear and ultimately designed to make getting a refund as difficult as possible.

I have to ask these kinds of difficult questions because I'm serious about using PS for the long term, so I really appreciate your input. 

Many thanks for your help! 

 

[selectshop.at]

If you are having issues with third parties developments, than of course you should revert to the developer. The forgelink is only for bugs with Prestashop core, so native software.  For PS 1.7. there are several threads on the forum listing the problems of this version. It is in development, so unstable. Prestashop released it too early. The reason for that I cannot tell you, but the initial think of PS 1.7. was to change the framework from smarty to symphony. Seems that the development stagnated and they than released a version containing parts of both, but both are not compatible together. Withut the help of the community (and this is for all open source development) it is not possible to go forward. The only critic point what I have is that Prestashop Team released PS 1.7. as stable instead to maintain it on alpha/beta version.

For my customers I don't suggest them to upgrade older shops to PS 1.7. the reason is very simple. Not only the framework is another, Prestashop is going more and more to be comercial. This means: reduce native features and put them into paid section. Not mentioning the several bugs. For me better to wait PS 1.8 which should be based 100% symphony and than evaluate. And for the time being stay with stable PS 1.6. PS 1.7 is for to grow with and play only...

 

Edited: for the problem of notifications - it is a bug of latest forum software update. Invision and Prestashop Team are working on that.

[El Patron]

i replied to your promo/code topic maybe that will help.  as for 1.7, we are on 3rd and 4th client shops upgrades, this once 1.7.2 was released with good success.  But be warned building/upgrading/running an ecommerce shop takes many hats and expertise so don't get to discouraged.  You picked a good horse!  Suerte, el

[EverythingsOverpriced]

14 minutes ago, El Patron said:

i replied to your promo/code topic maybe that will help.  as for 1.7, we are on 3rd and 4th client shops upgrades, this once 1.7.2 was released with good success.  But be warned building/upgrading/running an ecommerce shop takes many hats and expertise so don't get to discouraged.  You picked a good horse!  Suerte, el

 

I decided not to use 1.7. Unpaid support takes too long and I do not want to put my client in a position where they're waiting for days or weeks to solve an issue. 

The issue with the promo codes was an issue related to the Jakiro theme. This is a major bug that simply should not exist, and again I do not want to put my client in the position of waiting for days or weeks to fix something that should not be broken to begin with and paying to have it fixed is just rubbing salt in the wound.

The Jakiro theme has MANY issues and support isn't great. I currently have a few open tickets.

One unbelievable problem with the Jakiro theme is on the newsletter form, the theme adds the title "GET THE LATEST FROM JAKIRO STORE" and according to the technical support IT CANNOT BE CHANGED! Can you believe that? You pay for a theme and they add unwanted text to your site that can't be changed? Insane! I currently use CSS to hide it, but I know that it's complete nonsense that it can't be changed. I just need to find it in the themes code.

I'll be posting a quick review of the Jakiro theme and their technical support soon. As I said I still have some open tickets with them so maybe the quality of their support will improve.

I have a lot of hats too. I know from experience what to expect. 1.7 has too many issues, and as things currently are I can't recommend 1.7 to anyone. We're moving forward with 1.6.

Thanks for your reply about the promo code bug.

[selectshop.at]

Although I have some of my customers shops cloned and running with PS 1.7. updated (not in production but as testversions), you did a wise decision.  In one year you can check if PS 1.8. has moved to symphony completely and is running stable. PS 1.7 is still unstable.

[El Patron]

the only unwise decision was to get theme that has 1.7 promo bug and dev did not support.  In future make sure to avoid low quality theme and/or support.  TIP: before purchasing theme/module contact dev with any question, see how long they take to respond.  The theme dev we have used for years now is 'fast'. 

Happy PrestaShopping,  el

[EverythingsOverpriced]

On 30/10/2017 at 5:18 PM, El Patron said:

the only unwise decision was to get theme that has 1.7 promo bug and dev did not support.  In future make sure to avoid low quality theme and/or support.  TIP: before purchasing theme/module contact dev with any question, see how long they take to respond.  The theme dev we have used for years now is 'fast'. 

Happy PrestaShopping,  el

Actually I did contact them first and their pre-sales support was OK.

When I don't get answers to simple questions like "what are the terms of your money back guarantee?" then I try to avoid buying from them, if possible.

[EverythingsOverpriced]

On 30/10/2017 at 9:38 AM, selectshop.at said:

Although I have some of my customers shops cloned and running with PS 1.7. updated (not in production but as testversions), you did a wise decision.  In one year you can check if PS 1.8. has moved to symphony completely and is running stable. PS 1.7 is still unstable.

Well we'll see how it goes. I wish that it had been clear that 1.7 is not stable, as all that it results in is people wasting time and I was put in an awkward position with my client as I had to explain that the latest version was faulty and we had to start again from scratch.

Wordpress would never release a new version that is unstable without making it very clear.

This situation does not really inspire confidence, but we'll see. Time will tell.

Cheers  

[El Patron]

if we install unstable into PrestaShop that does not make PrestaShop unstable.  As mentioned earlier make sure to purchase from offical addon's.  If dev cares to sell there the theme is well vetted and support monitored.  happy ps'ing...lol

[EverythingsOverpriced]

1 hour ago, El Patron said:

if we install unstable into PrestaShop that does not make PrestaShop unstable.  As mentioned earlier make sure to purchase from offical addon's.  If dev cares to sell there the theme is well vetted and support monitored.  happy ps'ing...lol

There were other issues with 1.7 that were not caused by the theme.

Only the promo code issue was caused by the theme. Which was show stopper.

It does not matter to me anymore though. It's all in the past. Onwards and upwards  

[El Patron]

we can only work with one issue at a time.....again  sorry your theme caused you to fallback to 1.6.....so when you going to upgrade to 1.7 lol.  

happy selling, Fred

[EverythingsOverpriced]

47 minutes ago, El Patron said:

we can only work with one issue at a time.....again  sorry your theme caused you to fallback to 1.6.....so when you going to upgrade to 1.7 lol.  

happy selling, Fred

Can I ask what the "lol" is for?

Did I misunderstand something or do something wrong?  

I get the feeling you're a little amused or annoyed with me, but it could just be a miscommunication since I think that English is not your native language, where it is mine.

[selectshop.at]

Gentlemen, please. I added to the thread [solved] a while ago... I think there is no necessity of further discussion, cause problem solved. Or I'm wrong ?

13 hours ago, El Patron said:

if we install unstable into PrestaShop that does not make PrestaShop unstable.

 

And if we install stable addons they will make PS 1.7. also not stable. There are several bugs on it. For me I have several shops upgraded of PS 1.6 to PS 1.7. I didn't released  one of them. I'm taking a great risk if I suggest to my customers to go productive with PS 1.7. If the shop is a standard, simple one and small than it should be ok. If the shop is one with connection to Amazon, ebay, etc. than I never will use PS 1.7. In this case it is the worst choice of all to use PS 1.7.

The same for sites using combinations. You will loose your SEO, cause PS 1.7. has a complete new architecture for this. Better to stay with PS 1.6. stable and sell like before.

[Wallgrind.nl]

Yeah you can install a stable prestashop 1.7 shop if you know how to handle it and dealing with some bugs

as well its quite fast without even a cache module enabled.
Just be patient and all will be okay