Disapointed in Support

[Rob]

Thanks Roberto! I received the email here and will be looking into this over the next few days; expect a response no later than Monday. Cheers.

[Leah]

Hi Roberto,

Thanks for sending your login credentials. I was about to recreate the issue on my test site. We’ve got a developer working on a diagnosis right now and we’ll do our best to advise you from there. Thank you for your patience.

Cheers,
Leah

[Roberto Verde]

thx..
suprised it took this long.. please try using the fix I provided.. let me know if that works for you guys..

-R

[Rob]

Hi again Roberto. We have spent the past few days testing this (both Leah and our lead dev spent a good chunk of yesterday working together on it). There is definitely something at play with the theme itself that we’re unable to identify on our end. While we can recreate the problem, we’re no closer to figuring out a fix than we were two days ago.

As we’ve already spent as much time as we can on this – our support resources need to be distributed evenly among the bulk of paying customers – I’m not sure how much more I can offer up on our end. We do our best to make sure the plugin integrates out-of-the-box with all themes out there that are following WordPress best practices. If you haven’t reached out to the theme dev yet I would suggest doing so.

On our part, since I don’t want to leave you stuck with a product you can’t use, I’d be happy to refund you your purchase price for Events Calendar PRO. If you wish to take that route please forward your Paypal receipt to pro /a/ tri.be and I can get that refund taken care of. Thanks again for your patience so far and my apologies that we couldn’t figure out what’s up with this theme integration in the time we had.

[Roberto Verde]

thanks for the update..

I posted a fix provided by the theme developer that fixes the problem.. what’s your position on that code change?

I can connect you with the the company so you can both attack the problem.. would you like that?

-R

[Rob]

I’m checking with the dev today as to whether this code would make sense to add into the core plugin across the board. The potential risk is that it’d throw things out of whack for other users (those who didn’t need to make a code change for the plugin to work out-of-the-box to begin with).

[Roberto Verde]

Rob,

I am very confused and to the point of getting frustrated..

I started out this thread by providing a PHP code solution.. should your team not have at least looked at that first before the over invested in deep diving the template?

Also, I would like to connect your team directly with the template creator since the are a decent size company and many of their customers use your product.. it would make sense to have your collective products playing nice..

What do I need to do to make that happen? Also, please get back to me on the code issue and please help me understand why this was passed over, considering myself and other firm took the time to detail it for you guys on Oct 11..

Thanks in advance..

-R

PS: we don’t want out money back – we just really want a solution.. there is a possibility my client would consider additional incentives for TRI.BE to just get this done..

[Barry]

Hi Roberto: Rob may not be able to answer this until later in the day or possibly tomorrow, but I just wanted to acknowledge that we had indeed seen your post.

[Barry]

Hey again Roberto!

Rob is currently busy overseeing the latest set of releases and has asked me to take point here – he had jumped in here to try and facilitate resolution as quickly as possible for you and, of course, he will continue to monitor the thread – however his day-to-day role isn’t really in answering threads here and I’ll be more than happy to take over.

As I see it, there are two things to tackle here: the first is how you might introduce the change suggested by your theme’s developer in an update-resistant manner (ie, not having to “hack the core” of our plugins). The second is whether we should introduce the code change suggested by the team you enlisted.

Template Overrides

Happily, all templates contained in the plugin’s views directory, including list.php, can be safely overridden – reducing the risk of an update wiping them out – by simply creating an events directory in your theme folder and adding the customization there.

We have a great tutorial for this, you can find it here, which will walk you through the steps involved.

Suggested Fix

One of our concerns with introducing the change suggested is that, while it plays well (and is even necessary) in the case of your site and theme, it may have an adverse impact on other users of The Events Calendar if we were to include it in our default views – we also know from experience that it is generally unnecessary (indeed this is the first time I have heard of a theme requiring this particular injection of code).

Also, we do have a slight concern about the nature of the “fix”:

wp_reset_query();

To paraphrase the WordPress documentation, this function destroys the previous query used on a custom loop and should be called after running a (custom) loop to ensure conditional tags work as expected.

That does rather suggest that your theme has introduced a custom loop which runs before our list template and for whatever reason doesn’t clean up after itself. For that reason we will not be introducing this code into our plugin.

I hope that explains our position a little better – in addition to giving you a means of safely operating both your theme and our plugin.

If you have any further questions please don’t hesitate to get back in touch.

Thanks!

[Roberto Verde]

Barry,

I really appreciate your response and just wish it came a day after my post.. it was quite detailed and the in-depth detail of WP looping is extremely helpful..

I am going to bring this to the attention of the theme developer..

Like I said, I wish you had gotten me this post on Oct 13’ish..

In the future, what can we do to skip all the back and forth and even have you test the theme, etc? also, the theme developer is My Site My Way (http://mysitemyway.com/) and they have a huge user base and incredibly active support forum.. how can I connect the two of you together to resolve the problem? their are numerous other posts on their forums about your product, and it seems like a natural fit for you guys to get the products to play nicely together..

-R

[Barry]

The thing is that in the world of WordPress it simply isn’t uncommon for minor or even major conflicts to arise between plugins and themes created by different vendors.

Nor is it always clear-cut as to which party is “wrong” – often neither is, it’s just that in some cases certain combinations of plugins and themes require some extra code or other tweaks to make them play nicely. That isn’t necessarily a good reason for either to re-engineer their product, though.

So in this case I don’t really see a need for us to contact Mysitemyway: we won’t be incorporating their suggested fix for the problem because it isn’t the responsibility of our code to pre-emptively clean up after other themes or plugins, but that doesn’t mean you can’t use the fix – after all, it sounds like it works for you – and by making use of template overrides you can do so cleanly in a way that should not be obliterated by future updates.

[Barry]

Hi Roberto: I’m inclined to close this thread now as I think we’re all good here – but let me know this week if you disagree and we can revisit any topics that might be sticking points.

[Support Droid]

This topic has not been active for quite some time and will now be closed.

If you still need assistance please simply open a new topic (linking to this one if necessary)
and one of the team will be only too happy to help.

[Author]

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