When I asked why News Show Pro GK4 & Highlighter GK4 did not correctly display links when clicked, i.e.
Incorrect Link: http://www.blah.bla/component/k2/item/403
Correct Link: http://www.blah.bla/news/article-name-goes-here
Beside it being an SEO nightmare, the incorrect link takes a vistor to a page that only displays the article and none of the other modules. Which in turn can affect conversions & revenue.
So, I submitted a ticket and supplied backend access and FTP access and explained the issues that I was facing.
The first response was generic, asking what version I was using of Highlighter (I guess they forgot about News Show Pro, but versions were supplied in the original ticket submission) and then I was basically told to go and look at a how-to:
Hi,
What is the Highlighter version that you use ? You can check this is module XML file in module directory. Please also follow this instructions and create some menu links for this articles for make sure this is not the source of problem, more informations you can find here >> http://wiki.gavick.com/questions/how-to-make-links-working/
--
Sincerely,
Bartlomiej Krztuk
GavickPro WebDeveloper.
The next E-mail just aggravated me:
Hi,
Could you provide me ftp access ?
--
Sincerely,
Bartlomiej Krztuk
GavickPro WebDeveloper.
Is the original ticket where you have to supply this information to even submit a ticket ever looked at?
Anyways, two days after submitting a ticket, I finally received this response:
Hi,
We need to fix this issue in our module, probably in this week we will release an update.
--
Sincerely,
Bartlomiej Krztuk
GavickPro WebDeveloper.
Then when asked if both News Show Pro GK4 & Highlighter GK4 would be updated, this was said:
We should release both tools at the same time.
--
Sincerely,
Bartlomiej Krztuk
GavickPro WebDeveloper.
When I mentioned that I wanted to keep the ticket open until the issue was resolved (because why close a trouble ticket if the problem hasn't been fixed), this was said:
Hi,
We release an update in next week you don't need to keep this ticket open, simply check your updates site and install new version after release.
--
Sincerely,
Bartlomiej Krztuk
GavickPro WebDeveloper.
After all of that, it's been almost two weeks and still no updated extensions.
I was optimistic about the ticket system, even with the prior knowledge that customer support on the forums often left member's questions unanswered. Well, it seems as if the run around worked its way over to the ticket system, and now here we are back at a forum based system.
I can understand slow customer support for free extensions, but this is your job and the members pay good money for what would be excellent extensions and templates if you would only provide comparable customer support.
Too often we are told to expect things and yet we are left waiting long after the timeframes that YOU give us.
Maybe I'm a glutton for punishment as I have just renewed my subscription again today, but at least provide the support you promise to your paying members.
So in conclusion, I'm not going to give you the link to my site again. I'm not going to give you backend access again. I'm not going to give you FTP access again. You've accessed the issues, found that your extensions need modifying to correct the issues and now you need to do what you said you were going to do ... fix the extensions.
Thanks
