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Hey there Fadhilah! Rob from Modern Tribe here, and I wanted to jump in here to follow-up on the nicely detailed reply Brian just left.
I posted a comment on that blog post too (but it doesn’t look like it has been approved yet) just to clear up some confusion here: the blog post that user wrote up is a solid critique of the plugin, but it makes an assumption that is ultimately incorrect – which is that WooCommerce Tickets is a bookings plugin. It is by no means attempting to be a bookings plugin, and if you’re looking for all the functionality a bookings plugin may have to offer, you’ll be disappointed.
WooCommerce Tickets instead serves a fairly straightforward purpose: it’s a light-weight solution to add tickets to your events. It’s not meant to be an event management solution nor a full-fledged bookings offering; all it really does is add tickets and lets you check people in with those tickets at the door. I worry that the author of that blog post perhaps had his expectations falsely set that this plugin does more than it attempts. I want to make sure we’ve properly set YOURS so you know what you’re getting into if you do indeed decide to purchase this product 🙂
Hope that helps! Thanks again for your interest, and please do let us know if you have any other questions or concerns.
Hey dude! Thanks for the reply. Based on this:
i meant the plugin did work on free theme but not my site, that dosent make sense
It sounds pretty likely that something regarding the theme you’re using is throwing a conflict. Would you disagree?
Hey dude! Correct: we installed the theme and ran it alongside the WooCommerce Tickets add-on (and WooCommerce of course), and weren’t experiencing issues. So it seems like the auth.net plugin is throwing a wrench into things. Have you checked out the possibility of mismatched settings configurations between these two sites, our outdated plugin/theme files?
Hey there shweks! As Brian noted, this is unfortunately not something that we’re able to recreate nor is it an issue we’ve seen any other reports on. Based on those two facts, and until we experience otherwise, we’ve got to assume that it is a conflict or something specific to your setup that is causing issues here. The sleuthing Brian has done earlier in the thread suggests that there’s a conflict when running your theme with the auth.net plugin and our tickets add-on. Did you check out the SMTP solution proposed in the linked thread? Is it possible – if the functionality works on your new test site, but not on the original one – that either the failing site is using an incompatible theme, or there are settings configured differently between the two sites? From the looks of things it sounds likely one of the two is possible.
I can absolutely understand your frustration here. I hope likewise you can understand where we’re coming from: the only real solution here would be to have full access to your site and troubleshoot ourselves directly, which is unfortunately not a level of support we’re able to provide (except in situations where there’s a legitimate bug that is impacting multiple users and we’re able to recreate ourselves).
If you think it’d be less of a hassle to request a refund and find another solution that better meets your needs, the offer is there. My apologies that we couldn’t better serve you thus far.
The snippet Brook was referring to is this one: https://gist.github.com/jesseeproductions/9ac665ddcdef95c8a2e5 It will make your calendar look like this: http://snag.gy/p8LHa.jpg (28KB) Simple paste that in your functions.php. We plan to patch it so that when you update to 3.9.1 your widget will look like that anyways, because the unstyled bit is a bug in 3.9. The snippet fixes said bug.
Hey, thanks a ton nigelhayler! Awesome to hear that you were able to figure this out and we really appreciate you coming back to offer up the solution in case other users are faced with the same problem down the road. Cheers man.
Maximumedia: does the context added by nigelhayler help for you at all, or point you in the right direction as to the problem here? We would definitely be interested in hearing if this gets you sorted; if it does, I’ll mark it as the Answer as a way of showing anyone else who bumps up against this problem that there is a proven solution.
My apologies once more for failing to deliver the level of service you’d expect…we work hard everyday to make sure this plugin is a solid piece of code and the community is happy with the support our team delivers, and it’s a serious bummer to see when we’ve not followed through on that front. If the solution above doesn’t help and you do want to take us up on the refund offer, you’re entitled to one so that you can move onto a product you like more. And if you have ideas on how we could better set expectations as to the level of support we can and cannot provide – on the pre-purchase product page or somewhere else – I’d appreciate it, to help spare others your same disappointment.
Hey Noah! Thanks for the reply here and for your feedback – I definitely can understand where you’re coming from and the frustrations you’ve faced so far. We want to do right by you and get you where you want to be here…and while my takeaway from reviewing this thread is that Geoff is doing his best to get you sorted, it’s clear – if you’re not feeling the same way – that we’ve to both properly set your expectations and to properly serve you in this thread so far. My apologies on behalf of the whole team for the disappointment.
It sounds like there are two issues at play here:
1) The maps issue we’ve been dealing with in this thread so far; and
2) The inability to upgrade 3.9 PRO.The latter sounds like it could be a licensing issue: perhaps you don’t have your license key in place, or the key is present but valid? If neither of those are the case, then go to Dashboard -> Update and run a manual check to see if that brings up the upgrade prompt. Note that the plugin should probably be active while you’re doing this. If all else fails you can also re-download the plugin from the “Downloads” page here on tri.be and install it manually (though it shouldn’t have to come to that). If you’re still having problems from there we would be happy to help you out…but ask that you post a separate thread for that separate issue, so we don’t have multiple issues going in the same thread and can get you a reply in as timely a fashion as possible.
As for the core issue here: it looks like Geoff did provide a few solutions in his last message that can help you get where you need to be. While I know you feel that this isn’t a theme conflict, I’m not sure what else we can offer up on our end as a result: based on everything we’re seeing and our attempts to recreate so far, there’s something at play on your site – which is by all counts from what we’re seeing a byproduct of something with the theme. (I saw this because as you noted in the original post, the problem goes away when you revert to Twenty Twelve – and Geoff points out that the dual map loading that is causing this problem also goes away when the theme is taken out of the picture).
I can appreciate your frustration but do think its a bit misleading to say we should “invest a little time and look for [y]ourselves.” There are a number of replies in this thread from both Geoff and myself trying to get you on the right path; and these replies take time to craft/research. The suggestions Geoff has offered up so far are due to research he’s been doing on your site (checking out dev tools, referencing our own docs, etc) – just because he hasn’t gone into the backend to play around doesn’t mean he’s not done his due diligence. For the most part we only go into the backend of a user’s site – which requires they sign off and confirm they won’t hold us responsible for anything that they perceive to have gone wrong as a result of our exploration – once we’ve legitimately confirmed something is a bug. But as you can imagine, going into the backend of every site we get a request on to troubleshoot would be an incredibly time-consuming process that would definitely require charging more than $65 for the license.
While I think the majority of threads on the forum here that will show we’re dedicated to providing customer service users can appreciate, we definitely don’t want you feeling like you’re held hostage by a company that doesn’t deliver a codebase or the level of service you’d expect. To that end if you’d like a refund at any point during this process, know that the option is on the table – we’d be bummed to lose you, but if it meant making you happy, we’re able to refund your money and direct you to a competitor with a codebase and support infrastructure more to your liking.
Hope this helps. Let us know about the 3.9 update issue and if that gets you sorted! Thanks again for your patience so far.
Hey there maximumedia! Rob from Modern Tribe here…Geoff brought this thread to my attention today, and since it looks like there’s potential for confusion based on the last couple of replies here, I wanted to jump in and see what I could do to help get things on the right path – and to ensure we’re getting you an answer in as timely a fashion as possible.
You make a really good point in your last reply, about the fact that this worked “before the update.”This also leads to a couple more questions on my end. Can you confirm that this was an update to The Events Calendar, rather than an update to the theme? And if so confirm that you were going from 3.8 to 3.8.1? Have you also applied any updates to the theme lately that may have changed the theme code? I’m a tad confused here – and I believe Geoff is too – since your original note makes it sound like this is a theme conflict (the problem goes away when you switch to a stock theme), and only in your last reply did we see the suggestion that it broke after an update. This admittedly isn’t something we’re seeing a lot of reports on – the follow-up from Mark looks to be related to a different version than the one you’re using, so at this point I’m treating it as a separate problem – so that, coupled with the DevTools console error telling us the Google Maps API is being included multiple times, makes us think that something else could be at play.
If you can clarify my questions above, it’d be helpful in getting you a fully informed answer. While we will continue to try and troubleshoot this with you, it probably wouldn’t be a bad idea to – as Geoff suggested – also reach out to the theme dev to see if they have any ideas on how to disable the theme map integration, so we can at least see if that fixes it (which would suggest that it is indeed a conflict). Thanks again for your patience so far!
Hey there shweks! Rob from Modern Tribe here; I head up the support team and was reviewing your other thread (https://theeventscalendar.com/support/forums/topic/checkout-not-working-2/) when Brian pointed out that you’d posted this one. Right off the bat: in accordance with our terms of service (https://theeventscalendar.com/terms/), you are absolutely entitled to a refund for your purchase price. Please send us an email to pro (@) tri.be if you’d like to go that route and we’ll get you what you need. While it’d suck to lose you as a customer, I want to make sure you end up with a plugin that meets your needs…even if that plugin is ultimately one from a competitor rather than our own.
Beyond that: naturally, we’re really disappointed to see that we’ve failed to live up to your expectations here. I know what it’s like to buy a plugin and find yourself facing roadblocks and being unable to get the help you need…it sucks and is frustrating. I feel your pain. I am a bit confused as to why you would post this second thread when it seems like Brian was doing his best to help you out in the other one. (If your concern was based on the fact that you hadn’t received a reply after posting your follow-up on 12/9, keep in mind that because we have a number of customers seeking help, we unfortunately can only guarantee 1 reply every 24-48 hours).
It is worth noting that, at face value, the issue you’re reporting doesn’t sound like a bug: yours is the first report we’ve seen of it, and indeed we’re unable to recreate it ourselves. This makes it likely that there’s a conflict of some kind at play on your site. We are definitely interested in working with you to identify the cause – and if you are down to keep troubleshooting with us, Brian is committed to helping you out in the other thread. But I’m not sure creating threads like this one is a particularly productive exercise (since they just take time away from our ability to help users out in as timely a fashion as possible).
Either way, I’m hoping the two options – either working with us to troubleshoot, or taking the refund – will work out for you and show that we’re committed to helping get you where you want to be. If you have other thoughts or any other feedback on how we can get better in our support exchanges, I welcome them via email to rob (@) this domain. For now, though, I am going to close this thread so we can keep the conversation going at the other one.
Hi Kevin. Thanks for the follow-up! I can assure you that I did read the thread, and beyond that actually spoke with Brook about the situation. I chimed in because it looked like the tone was getting increasingly hostile. While I welcome your constructive criticism, let’s just try to keep it civil on the forums here…at the end of the day we’re just a group of folks who love working with WordPress and aren’t trying to cause anyone problems 🙂
As soon as we’re able to identify this as a legitimate bug rather than a conflict of some kind – as I noted, we’ve thus far been unable to recreate it – we’ll definitely do what we can to get it patched. Until then, we appreciate your support. Do let us know if you have any other concerns as you continue to use the plugin.
Hi Kevin! Rob from Modern Tribe reaching out – I head up the support team here and after Brook brought this thread to my attention earlier today, I wanted to chime in. It’s clear you’re frustrated based on your experience with the plugin so far. First and foremost I should apologize on behalf of the whole team for the experience. I know how it feels to pay for a plugin and find yourself struggling with getting basic functionality to work, and it’s never a good feeling. We really appreciate your patience in explaining the scope of the problem and helping Brook understand the scope of what’s going wrong so far.
That said, I think it’s worth clarifying that the problem reported here isn’t something we can conclusively call a bug in the code – it’s something that we aren’t seeing a lot of reports on nor is it something we’re able to recreate locally, which suggests there’s a conflict of some kind at play. It’d be awesome if you could provide us specific steps recreate – what type of events are you configuring? Do you have caching in place with your hosting provider? etc – so we can definitely continue to hunt that down and try to identify if it is a bug in the codebase. (Until it’s something we’re able to recreate locally, though, I’m hesitant to call it as much – our tests so far have yielded only the intended results).
Either way, hopefully the snippet Brook provided to force the links to show (even when no events are present) will serve as a workaround. But it’s a bit disappointing to see comments suggesting the plugin is “poorly tested and very buggy.” I can assure you that we spend between dozens and hundreds of QA hours per release cycle testing this plugin before we ship it to the public. While no level of QA is going to ever render any plugin 100% bug free – there will always be use cases that are untested, simply based on the fact that tons of people use this plugin in many different ways – we catch a lot in our pre-launch testing; and when we critical bugs do slip through, you’ll almost always see a follow-up maintenance release shipped in short order to address that so users don’t have to wait until the following month’s release to see their issue fixed. If you have ideas on how this QA process could be improved – or have worked with another plugin shop in the past who you think does a particularly graceful job at it – I’d love to hear your thoughts there. We’re always looking to deliver better service and a higher quality product, and it’s the feedback from our harshest critics who help us improve the most 🙂
All that to say: sorry we let you down here. Know that if at any point you’d like a refund, which would allow you to take your $ to a product with a codebase you find more stable, that offer is on the table. While it’d suck to lose you as a customer – I want to do right by you. If that means sending you into the arms of a competitor, so be it. And if you’ve got further feedback that you’d like to pass along privately, I can always be reached directly at rob (@) this domain.
Hi! Wanted to note in here that we are still interested in working with your team on this – I sent Jess another email earlier this week to confirm what we think makes sense as next steps. No worries on our end if your team has to focus elsewhere…but know that we are here and ready to pick this up (it remains a high priority for us) when you are.
Hey Angela! Just sent you an email summarizing our thoughts on what might be responsible here. Let me know your thoughts once you’ve had a chance to review.
