FB events imported with wrong, but consistently wrong, start / end times

[Julie Kuehl]

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[Julie Kuehl]

Hey sosayweall,

After poking around a bit, as far as I can see everything is in order. And when I import those events to my calendar they are working fine, so it isn’t the plugin that’s having troubles with them. It seems to be something specific to your setup and I’m not sure how much more help I’m going to be able to provide. My only thought at this point is something with the server setup. I’m sorry I wasn’t able to resolve it for you.

 

– Julie

[fred]

I’m having this same exact issue and it just started a few days ago.

[Leah]

Hey Fred,

Would you mind starting your own thread? That will help us focus on your situation and get you better and faster help 🙂

Best,

Leah

[jebs38]

Support, (and especially Leah) I know that you want to people to get their own problems solved, but telling us to start our thread actually does a disservice sometimes to us and to you. I would think that you would want to know if the same problem is popping up with other users…..like me.

This has been happening with my setup for some time, a rather long time. I would say it has been months that this has been happening with my install. I have just been working around it and changing the times as I go.

This is more of an issue than you think.

[Rob]

Hey John. Thanks for your follow-up here; Leah passed your note along to me and I wanted to check in to follow-up. You raise a really good point here: how can we serve everyone with the level of care/respect they deserve, while also keeping systems that allow us to help everyone in as timely a fashion as possible?

Our rationale behind having separate users open separate threads is that we’ve had a ton of situations over the years where someone starts a thread reporting a problem; and then one or two more users chime in saying they have the “same” problem, when in fact what they’re experiencing – while it may share certain symptoms – is something else entirely. Even when the problem looks the same on face value, it might be caused by the theme for one user and by a plugin conflict for another user. When we start to work through our standard troubleshooting tips, it makes it exponentially more complex to attempt troubleshooting multiple users/situations in the same thread. We’ve found that bar none, we’re able to help reach a resolution quicker in threads where 1 user posts 1 problem and we troubleshoot their site specifically.

To be 100% transparent, we’ve toyed with the idea of literally locking it down so the only person who can participate in a thread is the creator (thus forcing each user to create their own ticket) but saw situations where that might be too restrictive. We decided to leave the ability for anyone to join any thread, with the understanding that as a team we would drive folks to post new threads on any situation where it wasn’t 100% apparent that their problem is the exact same as the original poster. This one, Fred didn’t provide enough information for Leah to make that assessment up front, so she requested the new thread route.

I know you’ve also been a long-time customer who has been quite active here on the forums, though, and while I hope you can understand where I’m coming from here, I want our support system to match your needs. What would be the ideal flow for you here? I’m absolutely open to modifying our systems if it’d improve efficiency and make things smoother for end users to boot. And as for this specific issue, would you feel confident if I were to take it on and attempt to diagnose/work with you to troubleshoot personally?

Thanks again for your feedback and I really appreciate you taking the time to raise this concern. If you’d prefer to continue this discussion offline, definitely feel free to email me directly (rob @ tri.be).

[jebs38]

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