What?! Trying to win the worst support reward?

[twentwatchers]

Default Page Template is broken with Genesis themes

Just got closed because it apparently is to hard to take advice from users.
It’s ridiculous to see you guys reply, asking for an explanation and then close the thread; because it has “veered”.
Well that’s an easy fix isn’t it? Just prevent people from talking about it… I’ve seen unpaid support forums with better support.
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Virtual posts? I believe custom post types with meta fields are perfectly capable of handling everything you could ever need. No more weird -9999 post-ID’s on the content.
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Not getting my point in terms of Hooks and filters; you claim to use them a lot?
Let’s open up the plugin and find “single-event.php”. There’s a bunch of code in here and it renders the complete(!) content part of the page, but you still automatically add numerous bogus wrappers and weird -9999 post-ID’s. How is that using hooks and filters?
That’s where we find the ridiculous H2 title tag as well.
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If all of this is not to be discussed in your very own support forums; then were should it be?
You’re really upsetting me (and others, I’m sure) here, it’s like we’re treated as children talking to some ignorant parent acting childish! “Bla bla bla I’m not listening, I know it better”.

I’m sorry if I come across hostile, but I’m just really frustrated with the response we are getting. We’re not here just to help our selves; everyone would benefit from this.

[twentwatchers]

Oh and mind you; that’s it’s not about the plugin not working with Genesis. I get that if it were a single theme it would be impossible to cater to every need. Genesis is a framework however. Utilizing WordPress core functionality. Like you should, which everyone should for that matter.
I’ve yet to see any plugin that adheres to those standards to clash with the Genesis framework or any well built theme.

[Rob]

Hey twentwatchers. Thanks for the follow-up here, and sorry we disappointed you. I actually was starting to draft a reply to everyone impacted by the other thread there to let them know a bit behind our reasoning, but since you posted this before I could get that finished, I’ll just reply here.

I’ll start by reiterating that we’re sorry we let you down here. And while I know Barry has – at every step of the way – attempted to be polite, respectful and helpful, I apologize if it didn’t come across as such when reading it. But know that we care deeply about the community and making the plugin work for them. At the end of the day, we’re just a bunch of people who love WordPress and want to see everyone using it doing cool stuff. While we may sometimes be less able to help a user achieve their end goal, we always feel bad when doing so…and never would actively intend to hold someone back.

I feel as though Barry explained the Genesis integration issue with grace and patience in that other thread, so I won’t go very deep into that subject, except to say there are unfortunately limitations to how well the plugin will integrate with every theme using every combination of settings. From the looks of that thread it does appear in fact that it wasn’t a “Hey, how can I do X Y and Z?” discussion to begin with, but rather a number of issues posted as one thread (rather than separate threads with specific steps to recreate) posed as a general “why doesn’t the plugin work on my site?” comment. These are challenging enough to address when posted independently; and when other folks such as yourself and Gould chime in, it makes it even more difficult to understand exactly where the feedback ends and where the substantive need for support begins. (This is another reason we ask users post their issues separately, in their own threads.)

I am a bit confused when you note how any ‘well built theme’ would have issues here, since the only one I know for a fact we have an unworkable conflict with is Striking. The archive of threads posted by users running a wide range of themes here on the forum should attest to that. But ultimately, it sounds like there are enough high-level differences between how our plugin is coded and how you want to use it that I’m guessing this just might not be a particularly good fit. And to be honest, I’m not sure it’s really fair to continue to subject my team to hostilities when they’re just trying to do their jobs.

I’m sorry, too, that you hear this as a matter of ““Bla bla bla I’m not listening, I know it better”. Please know this is by no means our intention, and indeed the thread-in-question here did get some interesting discussions going on the team about how customers are using the plugin and where we may want to take it in future releases. We would be foolish not to consider this. But listening/considering it is not the same as being able to act on-the-spot. In an ideal world, where resources and time abounded? Yes, we’d make changes on the fly whenever a user requested them, and would release those that day. But unfortunately this isn’t the reality. We’ve already got the entire August/September maintenance release booked with bug fixes and other performance tweaks, and so changes to further optimize integration with themes that isn’t covered by those tickets – or general features/enhancements we’ve got on the radar – won’t be addressed until the known widespread bug fixes we’re working on are out the door. Please know this feedback IS being listened to…and that we’re not taking a position of “we known better,” but rather is one of “we have to prioritize bug fixes.”

I’m not going to delete this thread, because in the interest of transparency I believe it should be left in place. But I will say I’m disappointed to see it come through and we hope that – like the other users who are patient and understanding when told the limitations of the plugin – we can keep a mutual level of respect going here on the forums. If that isn’t something you can agree to, I’m unfortunately going to have to insist that we refund your money and ask you take your business elsewhere.

I really hope it doesn’t come to that, though. If you’d like to continue the discussion via email – which is a more appropriate venue for this type of feedback than a support forum – I welcome it, and can be reached at rob /a/ tri.be.

[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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