I really appreciate all the attention this thread has received today. Too bad it didn't come 9 months ago.
Many of my users complained about the bad image and how it looked in their browser. My reply was I was doing what I could to fix it.
You are correct in that it is entirely possible that many users could have had caching issues but I just didn't feel comfortable having my users delete their cache, close their browser, etc. until I heard from photopost about what steps I should take.
I don't think you are fully understanding this thread.
This was a problem, and nothing I could do would fix it.
Before it could be a caching issue, the image would have to already exist in cache, and this problem was reported by many of my users. So many that I believe it is very unlikely to impossible for all the users to have the larger image in cache.
Regardless of the cause of this problem, if you will read post #4 in this thread you will see the problem was ultimately resolved by my removing classifieds from my site.
Wouldn't you agree that blaming the user for support issues has been one of the biggest contributing factors to the abysmal reputation for support here?
Regardless if it is from official support or user to user support, people that choose to spend their hard earned money on a product or application deserve at least to be treated respectfully.
You are correct in that it was my loss, but not for the reasons you specify. If you are willing to readily accept the quality of support you receive here then kudos to you, but do not expect everyone else to do so.
Regarding your question about how I know if it is broken since I am no longer using the software, is this a legitimate question? We used classifieds for quite a while, in spite of this issue. I suppose it is possible the issue magicially corrected itself a split second before I hit enter on my rm -rf command. Is this what you are suggesting?
You can continue to blame me and anyone else that ever has an issue with any of the products here, but realize that you are not helping improve the quality of support by doing so.
Last edited by sifuhall; November 22nd, 2005 at 10:47 PM.
I'm not blaming you. I'm just saying that it is an acceptable practice to bump your thread after a reasonable period of time
I have support issues in many reputable companies forums (like vB for example) that haven't been answered at all or sufficiently.
This reminds me that I must bump them. I expect support will reply, but I've been too busy or not bothered to persue my problems.
The biggest problem with any support forums is if too many support posts are made during a given time and support staff get overloaded with requests. Inevitably some requests will slip by unintentionally.
This is why it is an acceptable practice to bump your thread after a reasonable period of time
I have also learned that no software product I have ever used works perfectly, and even after 3-4 years of using vB & PP etc, I am still waiting for 'fixes' (which companies call improved functions and features).
This is a fact of life on the internet. I never imagined I would have to spend so much time at software companies forums.
But if they don't know what we want we may never get it.
I think the best way to get a question answered is to keep asking ...
... within a reasonable period of time - this at least gives the impression that one did try to find a solution on ones own.
I'm sorry but I am not experienced enough to offer you advice on your problem. I will leave this to support.
I guess we will have to chalk it up to different experiences.
I have never had an issue with support at vBulletin, vBadvanced, incursio, ensim, drupal, urchin, etc.
Apparently you have had many bad experiences at many places and that is very sad that you were not treated better.
Believe me, I understand how difficult customer relations can be. I am an admin on two of the largest sites on the web (both are listed on big boards) and constantly have to go beyond what some would call reasonable measures to ensure the happiness of our users.
If this had been my only issue, or even my first few experiences with support I would have followed up several times beyond the initial complaint and the single bump that I gave. Even though you would never admit publicly that support dropped the ball on this I think inside you know where the fault lies.
The fact is I had previously been treated with such contempt and disdain that any time I had a support request I actually dreaded posting any sort of request for help.
Michael P has posted many times that he has learned from his mistakes and is trying to make the support much better here, and I sincerely hope he does, but asking someone why they did not continually bump an issue (although I did bump it once) when the environment is such that a customer dreads posting any sort of support request does nothing to address the real issue.
It is really wonderful you spend your time here trying to help others and suggesting ways they may get better results from the support team. That displays not only your confidence in the products but also your faith in the support team.
It must be difficult to understand why so many of us have had different experiences. For example, I have had several different photopost licenses, beginning back when it was still in PERL, review post licenses, and a single classifieds post license, and it was a very long road for me to go from "wow, photopost works well with my forum and allows my users to upload images without a fuss" to "I can no longer deal with (what I percieve as) a lack of support and being treated so poorly that I will abandon my licenses and my hard earned money in search of something else".
In all honesty, I do not think we are helping anything by continually beating this dead horse. I have been forced back into a relationship with a company that tried so hard to lose my business previously and I cannot say I am very happy about it. I will continue to watch the quality of support here and if it has not improved I will (once again) take my business elsewhere.
If you are interested in some of the major problems I have had with support here please send me a pm or an email and I will be glad to share them with you. I do not think posting them here will in any way help matters.
Keep up your hard work here. Photopost needs you and others like you if they are ever going to have a thriving community and demonstrate to their customers they value their business and do not simply want their money.
A big apology from me for intruding in this conversation as I thought this support issue was only because your request slipped by.
Thumbnail rebuild should be working or definitely should be fixed.
Regarding support issues here, I can only base my opinions, on my own support needs, (which have been many as I'm a veteran newbie) and visiting the site and reading many of others support requests ...
I am very satisfied with the level and ongoing improvements of support here, and I believe most other customers are as well.
I assure you if I too felt there was a problem, I would be voicing my opinion along with you.
I hope you can sort things out because the best part of this remarkable cutting edge technology is being part of the ongoing and continued development of this product.