[Rob]

Hi Jordi! Thanks for the follow-up here, and my apologies for missing it when you first posted last week. (Brian brought it to my attention but I forgot to come in and get you a reply on Friday). I’m sorry about that.

Your summary/explanation here is really appreciated, though, and helps us understand what it is you’re going for. Totally glad to hear you aren’t going the refund route as well at this time…that’s always a good sign since it shows me someone is interested in working with us to get their issue resolved.

This renewed focus on your request here makes perfect sense and gives us what we need to proceed. I think Brian should have no problem explaining the impact those functions have on the loop. If he’s unable to, we’ll rope in another colleague who can. Hopefully that’ll help point you in the right direction.

Expect a reply shortly here…and if you aren’t happy with the quality of the reply, just hit me up privately and I’ll follow-up as needed. Thanks again for your follow-up and patience so far.

[Rob]

Hey Jordi! Rob from Modern Tribe here – I head up our support team, and this thread was brought to my attention today after Brian noticed that it seems like you’re hitting a wall with our support as provided here on the forums. Naturally I wanted to jump in here to both apologize for the poor experience and to shed some light on our support process.

Right off the bat, let me extend my apologies on behalf of the whole team for failing to live up to your expectations. It’s clear that we failed to properly set those expectations from the offset as to what we can and cannot support here, and I take full responsibility for that. I also agree wholeheartedly with you that we could do better in terms of our documentation and are actively taking steps towards that in the form of our new website, as Leah mentioned in her email. This documentation comment is a concern we’ve heard from the community for a while now and is something we’re actively working to improve. I expect the new site to wrap up in the fall and from what we’ve seen so far it presents the documentation and tutorial information in a much more user friendly format. Until then folks are going to need to rely on the existing documentation at docs.tri.be, along with the tutorials and the content here on the forums.

If that timeline isn’t aggressive enough for you, please do know that the offer for a refund is on the table here. While it’d suck to lose you as a customer, I want to do right by you – even if that means giving you back your money so you can use it to buy a plugin with documentation and a support infrastructure that is more to your liking. But ultimately, by our definitions of how we handle support, your second request falls into the realm of “customization.” While I do appreciate you referencing the terms (since it’s a sign that you read them!), I think there may be some confusion – as I’m not sure this falls into the category of: “I understand the plugin is capable of a certain feature but need help figuring out how to use it.” Creating a merged list-and-week view is not a feature the plugin is capable of out of the box – it’s something you could build, definitely, though is not a feature we claim to offer. (If there’s a document somewhere that suggests otherwise, or indicates that our support team will provide the guidance needed to create new views, please let me know…since I’d like to get that updated and accurate to spare others your disappointment in the future). Our goal with putting the agenda view example out there was to give users an idea that might point them in the right direction…but not to suggest “we’ll work with you one-on-one to create your own view,” since such a hands-on support involvement would obviously require us to charge more than $65 for the plugin.

The reality is that we can’t build customer sites or customize integrations for them. Our rationale here is this: we personally help hundreds of customers per day. We do this because we love it. We do this because we want a sustainable way to share our good work. When you use our code, you are getting literally hundreds of thousands of dollars of development for $65. You have all the pieces to a website puzzle and all you need is someone to connect them. But that $65 doesn’t buy you a developer, it buys you user support. If we can point someone in the right direction or get them an answer in 15-20 minutes of research, we absolutely will do so. And after checking with the team regarding this specific case – creating a new view from scratch unfortunately does not fall inside that window.

I see that Brian has indicated that there were limits to how far we can go on this thread, pretty much since the offset of his first reply here. It looks like you have made significant changes to week view via your custom week view templates … but PRO (in particular our JS) will not be expecting that. Beyond that, for such sweeping changes you’d ultimately need to implement your own view ala Agenda view and set up your own JS, etc, if needed. I realize that this point there is some confusion surrounding what’s in the existing Agenda view but unfortunately, currently that is the best example we have of setting up a custom view. I agree that it’s documentation could be better and you should know that the team is working to make that better. Beyond that I’m not sure I could comment to a specific timetable, and as a result, I’m not convinced there’s much else we can do beyond direct you to a freelance developer who might be able to dedicate more time/resources to helping you out.

I hope this helps shed some light on our processes…if any questions arose when reading it, definitely feel free to shoot me a note back. As I mentioned earlier we really do appreciate your feedback, as it helps us improve the plugin in ways that better serve the whole community.

[Rob]

Hi there Katherine! Rob from Modern Tribe here — I head up our support team, and my colleagues who run the day-to-day operations at our forums reported that they’d seen an upswing in activity from you on this issue over the past few weeks. I wanted to reach out to thank you for this feedback and to apologize that we failed to properly set your expectations. I hope to shed a bit of light onto our development process along the way that will clarify things.

First, I should apologize on behalf of the whole team that we failed to properly communicate here — it’s obvious you’re upset that this feature has yet to be implemented, and the fact that we didn’t provide enough information up front for you to understand our development process is an absolute failure on our end. I know what it’s like to start using a plugin and find that a feature you expected to see isn’t there…and find it even more frustrating when my requests for such a feature seemingly fall on deaf ears with the plugin development team. Out of curiosity, is there someplace we falsely set your expectations that the plugin would ship with this feature? If so, can you point me to that page? If there is misleading copy on our product page, I want to get that cleared up ASAP to ensure others don’t face your same disappointment.

When it comes to the actual functionality you’re requesting: you make a really solid request here, and I can say with a fair degree of confidence that this is something that is on our roadmap. But I should set expectations that such a feature isn’t something that’s going to come overnight. As a stopgap we recently introduced new filters in the plugin that should allow you to get one step closer to accomplishing this (here’s an example of how those can be used: https://cloudup.com/cygglvJvRzq). I do expect a true feature that allows it will be implemented in a subsequent release.

In terms of how long it takes for a feature to be incorporated: that’s a really good question. I’m not sure if you saw our recent blog post, but we aren’t really focused at all on any new feature development this summer — between June and when we pick things back up in the Fall, we’re focused purely on performance and making sure the plugin behaves better. This was unquestionably the biggest concern among our users and is why we’ve embarked on this Summer of Performance. I encourage you to check out this blog post if you haven’t already, since it does provide some insight on our thinking here.

Once we resume feature development in the fall, picking up with the tickets framework and extending it to better meet the needs of our users is a major priority — arguably our highest priority. While I don’t want to comment on any specific functionality or dates related to that yet, I am optimistic that it’s going to be a huge value add for users and that those items that have been most actively requested on our UserVoice page will generally be given precedence. Once we have more information to share we will announce it with great fanfare 🙂

Feel free to check in between now and then, but it’d be awesome if we could keep those exchanges in as few threads as possible to ensure the conversation is tracked. You are also always welcome to reach out to me personally, via email to rob (a) tri.be, for a status update…if we’re anywhere near having code beta-ready at that point, I’d love to have you involved. You seem like a prime candidate for a beta period! It’s those who have the strongest opinions who we can learn the most from, and if there is a beta for the updated tickets framework, know that you’re welcome to participate when it happens.

I hope this helps. Thanks again for helping us get better. Know that if at any point along the way you feel we aren’t moving quickly enough here and would like a refund, that offer is on the table…it’d suck to lose you as a customer and I’d rather not see it go that route, but I want to make sure you’ve got a plugin that meets your needs (even if that means refunding you your purchase price and directing you to a competing calendar plugin that may serve you better).

If you have any other questions or concerns, know that I’m here and listening.

[Rob]

Cliff: you rule. Thanks for taking the time to reply here and even moreso for offering up this further suggestion…really helpful and should make it that much quicker for our devs to get a patch out the door. We’ll let you know when we’ve got this slated to ship.

If we can do anything else in the interim, you know how to reach us 🙂 Thanks again for your support.

[Rob]

Thanks for the heads up here, Cliff – this is awesome and most appreciated. At face value this honestly looks more like a bug than an intended implementation, and I’ve logged it as such – unless the devs tell me there’s a specific reason for this, which isn’t something we’ve ever discussed, I’m guessing it’s just an oversight that is likely a byproduct of the meta walker changes we made in 3.6.

Just so I understand properly, and can pass the word onto our dev team accurately. You’re doing the following:

1) Creating a new event
2) Adding a venue with just a venue name (no other data) in place, attached to that event
3) Publishing and finding that the venue is totally gone from the frontend, despite existing as a saved venue within the backend of the site

Let me know – that’s the process I was just able to recreate but wanted to check to confirm you aren’t reporting some other variation on this. I’m glad you found a solution and really appreciate you taking the time to share it here with the community. Let me check with the devs as to when we’re expecting to have this patched – it probably won’t be 3.7, since that’s already almost done and ready to ship, but I’m making a case to include it in our next release.

Thanks again for the heads up and let me know if you need anything else here 🙂 We’ll be in touch when we’ve heard more on this specific tweak.

[Rob]

Hey there morespinach. Thanks for the follow-up here, and for providing links to the threads at WordPress.org that also convey your concern here. I can totally understand your frustration and the fact that you’re feeling increasingly out of options here. Right off the bat I will say that if you’re interested in pursuing a refund so you can move onto another solution that better meets your needs, that offer is on the table no-questions-asked. Just shoot an email to pro (@) tri.be with a link to this thread and we’ll get a full refund processed for you from there.

It’s clear we failed you on a number of points here, too. The fact that it wasn’t clear what we do and don’t support on WordPress.org, along with how often we hit the forums there, was one of those. Our policy is that we review WordPress.org once a week and in doing so provide a quick pass reviewing issues purely for bugs. If bugs are reported, we attempt to recreate them in as stripped down a stock environment as possible. If we can’t, then we generally move on.

Which leads us to point 2 in terms of our failure: I get the sense after reviewing those threads that we mistakenly wrote this off as a caching issue…when I’m not fully convinced it is. (My guess is that Brook was unable to recreate, our general baseline for checking/logging/following up on bugs.). But I’m also of the mindset that we may have done so too hastily here – it just doesn’t seem like a coincidence that there would be so many voices reporting this issue, unless something was up. As to why we’re consistently unable to recreate it…that I cannot say. But to me it’s worth having the team take another look at this and attempt to get a definitive answer one way or another.

All that to say: we appreciate your patience so far. While I do ask that we all make an effort to keep a professional and polite tone – in the same way I wouldn’t walk into a customer’s office and start yelling at them, I ask that our customers keep a cool and collected demeanor here on the forums – I can also totally understand why you’re frustrated and want to do right by you. While I will caution that I can’t guarantee we’ll be able to get this issue sorted for you – if it turns out there is a conflict of some kind, for example), know that – if this is legitimately a bug in the plugin codebase – we are committed to patching it for you.

Since Barry is out the rest of the week, I’ve asked another colleague to review the context of those other threads and follow-up from here to try and keep this moving for you. If you do have an admin account you would be willing to set up and send over privately so we could attempt to troubleshoot for you (and you do so with the understanding that you’re going to want to backup before we go in there, since we can’t be held accountable for any problems perceived to have been caused by our exploration)…that’d be awesome.

But like I said: if you are just ready to move on and would like the refund, that’s fine too. Either way I want to do right by you…so just let me know your preferred course of action and we’ll take it from there. Thanks again for your feedback and for helping us get better. If you have feedback or other thoughts that you’d like to relay to me privately, know that I’m always available directly at rob (@) tri.be.

[Rob]

Hey Brian! Rob from Modern Tribe here. Just a heads up that up we’re still looking into this – as Barry noted in his last update, we’ve thus far been unable to reproduce the issue, which makes it a bit challenging to diagnose.

That said: since Barry is out for the rest of the week, and I want to keep this moving, I’ve assigned it to another team member who will attempt to troubleshoot. We’ll have another update for you here shortly….your patience thus far is greatly appreciated.

[Rob]

Hi Joseph — thanks for the follow-up here. This is incredibly disappointing. I’ve replied to your last comment via email; let’s keep the discussion going there. As noted in my email: this is not the type of behavior that is at all acceptable in our community. I’ve already asked Casey to close this thread as well.

[Rob]

Hi Joseph! Casey brought this thread to my attention, and I wanted to step in to try and get you a reply that shed some light on our support process and why we unfortunately have to defer certain types of support requests. I’ll say right off the bat that by not properly communicating these limitations to you early on in the process, we’ve failed you – and I apologize on behalf of the whole team for that. I know what it’s like to be working with a plugin or piece of code that you’re struggling to get integrated; it sucks, and is compounded when you reach out for help and feel that you aren’t getting it.

Right off the bat: I just met with the team to review how you might be able to maintain your custom crafted excerpts, since I want to make sure we’re doing right by you on this. Ultimately – while it’s a hack to workaround – you should be able to accomplish your goals by doing an override of month/single-event.php and replacing the existing code with this: https://gist.github.com/roblagatta/9de92d07773a761d4fd8. Hope that’ll help address your excerpt concerns. I agree it’s a good point that these should probably be consistent across all views, excerpt perhaps the tooltips. We have some code in place that aims to preserve the integrity of the content – people adding images via HTML, for example, could cause weird issues on various views – but it’s possible we could be more flexible here. At the very least, I’ve got this on the radar to discuss with the dev team and see if they have ideas for improvement we could integrate into a subsequent release.

Regarding your comment on the columns: I can definitely see what you’re going for, and the reason you’d want to achieve centered content, but I’m not sure I ultimately agree with your assessment that this is a flaw. The columns not being symmetrical to the extent you’re requesting is by design. I’m not sure what basis there is to say it’s bad/wrong? We definitely have mechanisms in place for users to change this if they’d like to, though – the single event view can be overridden and customized entirely. But at the end of the day we have to give users the tools and resources to make these changes themselves, rather than being able to write the code for them. We’re also happy to refer folks to outside developers (we have a list of freelancers we can share) if they’re looking for help outside the scope of the forums.

All that to say: sorry we let you down. You’re in good hands here with Casey going forward, and I’m hoping the information I’ve presented above and Casey’s subsequent reply are helpful. If at any point you are finding you aren’t being served to the extent you should be, or just have other feedback you’d like to pass along, please don’t hesitate to let me know directly (rob @ tri.be).

[Rob]

Hey guys. Thanks for the update here. Yes, Sean’s issue is definitely on the radar. Just to clarify on the “two months ago” comment: it’s worth noting based on our release cycle that something reported in late March (as Sean’s was) would still not be deployed – we were a day away from shipping release 3.5 at that time, and had the scope of 3.6 defined already. The earliest an issue like this (which I agree is important, but probably wouldn’t go so far as calling a showstopper that warranted its own hotfix) would be patched is the 3.7 release we’ve got slated to ship next month.

Indeed, while we don’t generally comment on specific timetables because there is so much in flux that could change, know that I’ve got this slated as literally our top priority Filter Bar ticket for that 3.7 codebase (the build we’re shifting focus to immediately after getting 3.6 out the door). I know this is a pain point for both of you and probably a few others out there as well…and as you’re both long-time and active users here on the forums, that’s all the more reason to make sure we serve you in the best way possible. If users are unable to upgrade to the latest Internet Explorer between now and then – which is definitely always encouraged, since there are a number of pitfalls associated with being on a browser that isn’t up to date – then relief should be in sight with that release.

I appreciate both of your patience on this so far, and to Sean for stepping in and confirming this is a Filter Bar issue rather than something specific to The Events Calendar/Events Calendar PRO. If you find my answer isn’t to your liking or this timeline isn’t aggressive enough, let me know and I’ll see what we can do to make things right.

[Rob]

Lars, thanks for the follow-up. I see you sent over an email this weekend that I’ll reply to this afternoon so we can continue the exchange that way. As I mentioned via email, the earliest we’re going to be able to provide support for is IE9 (earlier versions are out of scope and you’ll need to figure out how to support those on your own).

That said we are happy to continue working with this for you; if our plugin is responsible for a poor rendering in IE9 that doesn’t occur with other browsers and is recreatable on a stock theme (which sounds like it is the case), we’ll do our best to get you sorted there. Thanks for your patience so far.

[Rob]

Hey aalmon. Thanks for the note here; Casey brought this to my attention and I wanted to follow-up with you. We really appreciate your patience on this as we’ve worked through trying to get the issue sorted – I know what it’s like to be waiting for a solution in situations like this and it can be quite stressful. My apologies for any stress or inconvenience you’ve faced so far.

I’m a bit confused at your comment that this problem has been going on a month – best I can tell the support thread here has only been going on since April 28, but if I’m misconstruing something, please let me know. We totally appreciate and respect the fact that you paid for this plugin; and to that end, I hope you can understand where we’re coming from when I say that we are a small team with limited support resources, trying to help a lot of people every day. The most we can generally guarantee is one reply per 24-hour period, to ensure everyone who needs help gets it. If you’re on a deadline or racing against the clock it might make more sense to find an outside resource to help accomplish this in the timeframe you need.

The core matter here does to me sound like an issue with how the theme is integrating, which is why Casey has asked that you test on Twenty Twelve or Twenty Thirteen – if the problem is occurring there it’s likely a legitimate problem in our codebase…we’re unable to recreate that, though, which to me suggests your theme is doing something that runs counter to the core WordPress standards seen in their own default themes.

Anyway, hope that helps to both shed some light on our process and to continue troubleshooting. Please let me know if you have other questions about this or if any of my message doesn’t make sense.

[Rob]

Hey dutchess! Rob from Modern Tribe here; I head up the Support/Community team, and Barry brought this thread to my attention since it’s clear you’re unhappy with the level of support you’ve been provided. I wanted to step in to see what I could do to help make things right and get us back on a positive path. Right at the offset, let me apologize for the poor experience and inconvenience you’ve faced so far…I know what’s like to be stuck trying to troubleshoot an issue like this. It sucks and can be incredibly frustrating. I feel your pain.

That said, there are a few points I want to shed some light on regarding our processes and how we approach support:

• I realize that this feels like a bug to you, but I would caution against using terms like “malfunctioning plugin” and “correct your bugs” – since it appears to me after actively reviewing this over the past week that the problem here is something specific to your environment: either the host, or something else at play behind the scenes at your site. What I can say definitively is that this is not something we’ve seen other reports of or are able to recreate ourselves. The only possible way we could identify what’s going on here would be to actively log in and debug your site. After reviewing with Barry it sounds like that’s no small task and would require a rather significant amount of support resources to accomplish. Unfortunately we just aren’t set up to provide that level of support for a $65 plugin – the license entitles users to user support that we’re dang proud of, and to future codebase updates. But it doesn’t grant access to an unlimited wealth of resources or one-off integration/customization issues. While we’re generally able to log in and troubleshoot an issue when a situation is widespread and is clearly impacting multiple users, there’s only so far we can go on one-off issues like this. Ultimately this looks to be an integration issue with your site…rather than a bug in the plugin codebase. If you have information to the contrary or if I’ve misunderstood here please do let me know.
• I’d welcome feedback from you on how we could be more helpful during the support process. Your last note suggests that support isn’t particularly helpful and merely recommends the deactivation route; but I can see by reviewing this thread that Barry has done his best to help you in as upbeat and productive a manner as possible. To be honest this thread has already gone on substantially longer than the majority of our support exchanges and is only drawing to an end now that Barry has exhausted his options for troubleshooting.
• Regarding quality assurance: your impression is absolutely correct. We do rigorous QA testing – literally dozens of man hours – per release, and focus on as many edge cases as we can factor in. While we catch the majority of issues there are of course always going to be bugs that only rear their heads in some of the use cases our customers encounter (but that we haven’t accounted for ourselves). This is a pretty standard practice in the development community: a plugin update is built, tested to the extent where we’re confident releasing it, and we patch whatever bugs are reported by the community from there (adding those to our QA checklist as an item to watch for next go around, so edge cases are always being tracked and the QA process is always improving). But I’m not sure any amount of QA testing would have caught this — as I mentioned above, this doesn’t look like a bug so much as an integration issue. And even with your detailed instructions and steps to recreate, we are still unable to create this problem locally.
• As for your last request, to put you in touch with one of the core developers on the team: Barry actually is one of the core developers behind this plugin, and I can assure you he has as strong a command of the plugin codebase as anyone. There is no real means of escalating this issue beyond myself at this time – and since it sounds like that might not be to your liking, I wonder if you wouldn’t prefer a refund? We want to do right by you and want to give you a plugin codebase that better meets your needs and which has a support system more to your liking; while it’d suck to lose you to a competitor, I also want you to know the offer is on the table here if you’d prefer to go that route.

—

Anyway – all that to say, I’m sorry once more on behalf of the whole team that we let you down here. If you’d like to continue this exchange in private, or want to take me up on the refund offer (no questions asked), please don’t hesitate to reach out to rob (@) tri.be.

[Rob]

Hi Lorraine — Rob from Modern Tribe here. I head up the community/support team, and Brook brought this thread to my attention. Naturally I wanted to jump in to try and shed some light on our processes regarding what we can and cannot support.

Reviewing Brook’s first reply to you, it’s clear to me that he was trying his best to be upbeat, helpful and point you in the right direction towards how to make the customization you’re requesting. At the end of the day we’ve built a substantive infrastructure for users with this calendar plugin, and have given the community all the tools – docs, tutorials, etc – they will need to succeed when using that calendar plugin. But we try to be clear that purchasing a license gets you user support, not customizations or “how-tos” for things that are ultimately outside the scope of how the plugin is designed and advertised to function. To that end, if there is anything we could do – either on the product page, here at the forums or elsewhere – to better set this expectation from the offset, I’d love to hear it. If we’re setting users such as yourself up for failure by offering up false or unrealistic expectations, then we’ve absolutely failed the community and I apologize on behalf of the whole team for that.

Which brings us to this request. I can see what you’re aiming to accomplish, and you did a nice job outlining what your goal is / providing examples we could see to help conceptualize that. I would caution against bringing gender roles into this mix; to be honest, I’m a bit disappointed to see such a conclusion jumped to this early in the discussion when I see no evidence that gender is even a consideration in Brook’s thought process. I can assure you that our thousands of satisfied customers are men and women alike 🙂 I’d also caution against comparing the help we gave Les in that thread from 2013 to the way we’re assisting you in this one…by my assessment Les’ request was much more a usability one that even impacted stock themes like Twenty Thirteen, with results that we could easily pass on to other users who will likely raise that same concern. (Since WooTickets was a fairly new product at the time, we knew we were likely to face similar requests in the future). The default ticket functionality that Barry helped with later in that thread was something we felt was appropriate to go “above and beyond” for, because ultimately, having the ticket count default to 0 makes sense as something other users will want to see as well. Our general rule of thumb: if a tweak/customization is going to be widely usable, versus just applicable to a given customer, we’re generally more likely to invest the time to make it happen.

Your request here is a solid one, but at it’s heart it is a customization that is specific to you: you’re trying to make the plugin look different than it operates out of the box. You have awesome goals, those examples are solid and this is totally achievable – but it is something that needs to be built. I think it’s a bit unrealistic to expect we’re going to be able to do those customizations for you…all we can provide at the forums is user support, not customizations or one-off site builds. Brook has pointed you to the resources you can use to make that happen, and has offered to provide our list of freelance referral sources if you wanted to work with an outside developer to build this customization, but that’s about the extent to which we can help. As I noted above: if at any point along the way our support resources set your expectations differently, please do let me know so I can get that corrected quickly and we can spare others your same disappointment.

Likewise, if you’d prefer to continue this discussion offline, I’m always listening and can be reached by email at ([email protected]). I’ll also put the offer on the table now: if you’re unsatisfied and would like a refund so you can take your business to a plugin shop with a codebase and support infrastructure that better meets your needs, let me know and we’ll get that processed no questions asked. Thanks again for your feedback so far and please don’t hesitate to let me know if you have other thoughts/ideas.

[Rob]

Hey els76uk! Rob from Modern Tribe here; I head up the Community team, and Barry brought this thread to my attention today since it’s clear you’re frustrated and I wanted to follow-up to see if I can help get this relationship back on track.

Right off the bat let me apologize for the poor experience you’ve faced here. While I still think it’s worth noting that this is something we’re actively trying to nail down – we’ve had a few threads that appeared related, but the users never followed-up with us to get the additional information we requested – I can understand you’d be disappointed that it has yet to reach a resolution. Please know that we want to patch all bugs in the codebase, and if we can get to the point where we’re positive this is one and can recreate it, we’ll get it logged ASAP. To that end your help in getting us to this point is greatly appreciated.

On the same end, there are a few things I’d appreciate you keeping in mind:

• Most significantly: we want to get this sorted for you. We do think there might be something in our codebase at fault here, and want to find out what that is and how it can be fixed – if not via a snippet, then definitely in a forthcoming release. Barry and I talked and he’s going to keep working with you at this to get what we need from you and to rope in one of our other core devs as needed.
• We do our best to get all bugs fixed, but also do have limits to how much support we can provide per user per day. Generally our limit is one round of replies per threads per 24 hour period; though we try to be pretty clear about this and that we make no claims to turn replies around quicker, it seems we failed you on that end. While we are currently training some new folks onto the team so there are more bodies at work on the forum, realistically I can’t see us guaranteeing anything quicker than 24-hours unless we were to start charging substantially more for the licenses.
• I’m not sure that it’s really fair to say we’re “no closer to getting to the bottom of it than we were right at the beginning of my messaging over two weeks ago”; I just spent the past few minutes reviewing the 2 pages of this forum thread, and it’s clear there has been progress made as we’ve continued to narrow down the scope of this issue. It’s clear to me that Barry is doing his best to get you sorted on a tricky issue that we can’t recreate and need more specifics in order to try and diagnose. I apologize if it isn’t coming across the same to you, and welcome feedback and your thoughts on how we could improve our messaging to better convey this.
• While we’re not necessarily keeping track of reply counts per customer, I will say that this thread has gone on substantially longer than most we encounter here on the forum. While we’re doing our best to get you replies in as timely a fashion as possible I want to also set expectations that we do have finite support resources which need to be evenly distributed between all our users.

All that said: totally understandable if you are tired of waiting and would rather take your business elsewhere to a plugin shop with code and a support system that better meets your needs. If you’d like a full refund please just email [email protected] referencing this thread and we’ll get that processed for you. While it’d suck to lose you as a customer – especially since, as I noted above, we’re committed to getting this sorted so other users in your same boat can rest easy.

Thanks for your patience and support so far.

[Author]

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