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This is solid feedback, Joseph. Though we try to hit all replies as quickly as possible, working through them in the order in which they were received, it sounds like we didn’t move quick enough for you to feel comfortable. Know that we are always working to improve our internal processes and that this thread has got us chatting about ways we could improve our overall support infrastructure.
Per our exchange last night, I had the team initiate a refund for you. You should see that post to your account sometime over the next 3-5 business days; if you don’t, please let me know so I can follow-up as needed.
I see you mention that: “the only way to disable the aggregator, to my knowledge, is to disable eventscalendar. Removing the licensing didn’t work.” Are you suggesting that even when disabling the Event Aggregator license, you’re finding that the crons are still running behind the scenes? Deactivating EA’s license should allow you to continue using your calendar as you would normally, but if you’re experience suggests otherwise, I’d want to make sure we had that logged in our system as a bug to address.
Hi Joseph,
Thanks so much for taking the time to review/follow-up on my reply. I really appreciate it.
It is truly disappointing to hear that you don’t believe we can win back your trust. Though we are obviously going to continue to address issues as they are reported — starting first and foremost with the import limit threshold problem that sparked this conversation in the first place — I can understand (albeit with a heavy heart!) if you won’t be using the products anymore.
I would caution, however, against making assumptions or blanket accusations. The claim that the plugin was not tested thoroughly prior to release is simply not true; our QA team spent a heck of a lot of time testing this plugin out over the past few weeks, and we only decided to ship it once we were confident that we had tested thoroughly. We clearly missed a use case here for importing very large numbers of events, for which we are accepting full responsibility and are working as fast as possible to get addressed. It is an unfortunate reality of software development that no product, especially when it first launches, is going to be 100% bug free. It is sadly impossible for us to test every configuration out there prior to release…if we did, we’d never end up shipping anything 🙂
We generally caution that folks who are upgrading plugins or installing new ones should always follow development best practices and deploy code to a staging/test environment before pushing to production. Out of curiosity, could we have done a better job of making that clear to you up front? Sometimes we assume that users are going to follow a certain approach…and if we can spare others your confusion down the road with some improved messaging (even something as simple as a “reminder: always test on staging first” message baked into the plugin), I’d love to hear it.
It sounds like you have decided to move onto another solution. If you would like recommendations, please let me know. Otherwise I can have the team initiate a refund for any purchase made in the last 30 days. (Anything outside of that window, as per our publicly stated refund policy, cannot be processed.) I know you have submitted an email on this and I will tell the team to process any refunds that fall within this 30 day window now.
If you decide to change your mind and re-purchase a plugin license, please know that I am here for you and will happily reinstate your active license / bring you back “into the fold”, should you decide to give us another shot.
Hi Joseph! Rob from Modern Tribe here…the team brought this thread to my attention a few minutes ago, and I wanted to step in to make sure you felt your concerns were being addressed and to make sure everyone is on the same page moving forward.
We take these types of reports seriously, and I should state up front that what you have reported — regarding Event Aggregator’s behaviors once it has crossed the import limit threshold — is a legitimate bug. Now that it is on our radar we are working hard to get a patch coded/tested/deployed in as timely a fashion as possible. I know our QA team and Director of Product are working on it as I type.
While I can understand your frustration, and you have my word that it is a priority for us, I do want to reset expectations regarding our support infrastructure. We try to be very transparent in our Forum Guidelines about the turnaround times folks can expect from us. I can appreciate that in situations like yours, this could feel like a long time between replies. But our support system works the way it does so we can ensure every customer thread gets an equal amount of attention, without having to pay a lot of money for access to support. (If we were to explore offerings like round-the-clock support or live chat or anything similar that guaranteed a quicker response time, the reality is that we would have to be charging a lot more for our licenses than we are right now.)
I say this because I’m admittedly a tad concerned that the team is spending more time than is perhaps appropriate triaging these replies — in this thread and others where you have posted, as well on our Facebook page — in a way that keeps us from supporting others. We want to help everyone…but the reality is that our resources are limited, and we need to prioritize requests in the order in which they were received.
At this point, my advice would be to deactivate Event Aggregator until a patch has been deployed addressing this issue — that should be happening very soon. While we cannot provide a refund for the Event Aggregator tool (my understanding from talking with the team is that we actually provided you with that license for free), I’d love to see if our fix for this bug solves your problems and spares you the need to take your business elsewhere.
If you’re open to this — to dialing back the frequency of follow-ups, and to have faith that I’ll be in touch as soon as we have a proposed solution in place — we would love the chance to regain your trust.
Hey Jay! Rob from Modern Tribe here. Just wanted to let you know that we just shipped an update (3.12.4) to address this issue. Check it out: https://theeventscalendar.com/release-events-calendar-pro-3-12-4/.
Let us know if you see anything else and thanks again from all of us for reporting this.
Thanks for the feedback, Jeremy. I see Brook has provided you the answer you need in his detailed follow-up reply, so hopefully that’ll help shed some light on the confusion here.
On my part, I want to stress: we are here to help and want to make sure everyone is getting their issues resolved. Bringing hostility into the forums does nothing to expedite that or ensure you get better service; in fact, it is straight up against the forum guidelines that we try to stress to all users on the primary forum page (https://theeventscalendar.com/support/forums/). I can understand that you are frustrated, but would ask that you not take that out on the support staff here. They are not the ones responsible for the specific problem you’re facing and are only here to help you get that problem resolved…hostility and anger will do nothing to help that.
That said, I am optimistic that Brook’s answer will help get you where you want to be; if not, let us know and we’ll do what we can to help from there! Thanks again for the feedback and your patience so far.
Hi Keith! Thanks for the follow-up; weird that the email didn’t come through, as that was the same email address I sent to. Looks like my message went out at 6 pm on the dot (Pacific time) last night.
Might the message have gotten caught in a spam filter? If not, do you have an alternate email I can send to? Feel free to reach out to me directly – rob (@) tri.be – and I can reply with the message directly, if that’d be easier.
Thanks for your patience so far.
Hi Keith. I head up the support team at Modern Tribe and sent you an email about this last night; can we continue the exchange there, please? It sounds like we may have falsely set your expectations about what the plugin can do vs cannot do out of the box.
Let me know if that email didn’t come through and I can resend it. However, I’m not sure we’re going to be able to provide much more of an immediate resolution for your problem here beyond the one Brook shared already.
Looking forward to hearing from you so we can get this sorted 🙂 Thanks for your patience so far!
Hi Dave! Great feedback here. I’ve just sent you an email so we can continue this discussion in the most productive way possible. Looking forward to hearing your thoughts 🙂
Hi there Luciane! My apologies for the delayed reply here; Jami has unfortunately left us and we didn’t notice this thread was due a reply until now. I wanted to let you know this has been delegated elsewhere and another team member should be replying shortly. We appreciate your patience so far.
Hi there Michael! My apologies for the delayed reply here; Jami has unfortunately left us and we didn’t notice this thread was due a reply until now. I wanted to let you know this has been delegated elsewhere and another team member should be replying shortly. We appreciate your patience so far.
Hi there folks! My apologies for the delayed reply here; Jami has unfortunately left us and we didn’t notice this thread was due a reply until now. I wanted to let you know this has been delegated elsewhere and another team member should be replying shortly. We appreciate your patience so far.
Hi there Dawn! My apologies for the delayed reply here; Jami has unfortunately left us and we didn’t notice this thread was due a reply until now. I wanted to let you know this has been delegated elsewhere and another team member should be replying shortly. We appreciate your patience so far.
Hi there folks! My apologies for the delayed reply here; Jami has unfortunately left us and we didn’t notice this thread was due a reply until now. I wanted to let you know this has been delegated elsewhere and another team member should be replying shortly. We appreciate your patience so far.
